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For Companies At a Glance
- Tasks: Lead a team to enhance member experiences and manage operational projects.
- Company: Join Blue Light Card, a top-rated workplace focused on member satisfaction and team culture.
- Benefits: Enjoy hybrid working, flexible hours, free parking, and a bonus scheme.
- Why this job: Be part of a supportive team that values fun, collaboration, and personal growth.
- Qualifications: Experience in customer service, team management, and project delivery is essential.
- Other info: Recognised as a Top 100 Great Place To Work in the UK.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for an experienced Customer Operations Manager to join our Member Services team, managing a team of advisors to provide the best experience for our members, whilst delivering projects on training, incident management or building processes that scale. We do the right thing, challenge the status quo, deliver on our promises, bring out the best in each other and treat others how we wish to be treated. If this resonates with you then we encourage you to apply to join our team at Blue Light Card and contribute to our mission.
What You’ll Do
- Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and support.
- Instil a customer-centric culture, keeping the team focussed on helping our members quickly and completely.
- Ensure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issues.
- Review and redesign processes alongside the member success function, to improve service and efficiently handle all contact, using data to identify trends, understand performance gaps, and drive operational improvements.
- Manage all business changes within the team.
- Develop and manage strategic partnerships internally and with external third parties.
What You’ll Bring
- Contact centre or high-volume inbound experience, with an excellent understanding of customer service fundamentals and best practices, ensuring a high standard of service.
- Emotional intelligence and prior people management experience to effectively lead, support, and manage a team of advisors.
- Expertise in complaints or fraud/disputes, with strong problem-solving and critical thinking skills, to navigate complex challenges.
- Proven experience in end-to-end project delivery, guiding teams through periods of change.
- Excellent leadership, communication, and interpersonal skills to guide and motivate a team.
- Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement.
- Experience using Zendesk would be preferable.
Our Culture
Our members, partners and colleagues are at the heart of everything we do. Our colleagues are integral to helping create the unique experience we deliver, so we’re genuinely committed to creating a place where our team love to work, and people want to join. We work as a team and try to have a bit of fun while we do it, and we recognise the importance of culture and the positive impact it can have on performance for you, the team, our organisation and our members. We believe in attracting the best talent no matter where you are. We promote hybrid working, but we value in-person collaboration so encourage time in our offices. How regular and in which office location depends on the role and team. We don’t offer remote-only roles.
We’re also recognised as a Top 100 Great Place To Work UK, one of the UK's Best Workplaces for Wellbeing, Top 100 Best Workplaces for Women and recognised as investors in wellbeing by Investors in People.
What We Offer
- Hybrid working and flexible hours.
- Free parking and EV charging onsite.
- 25 days plus public holidays, buy and sell and an additional day off for your birthday.
- A company bonus scheme.
- Great social events e.g., Christmas party, family fun day, summer party, sports matches.
- Relaxed dress code and modern office space (games area, chill-out areas, book club, free coffee/tea/soft drinks/snacks).
- Onsite gym (including access to free HIIT & stretch classes).
- Learning and development opportunities.
- Group auto-enrolment pension plan.
- Enhanced maternity, paternity, sick pay.
- Company funded private medical insurance.
- Healthcare cashback plan.
- Employee assistance programme (including mental health support).
- 35 hour working week.
Customer Operations Manager - hybrid employer: Blue Light Card
Contact Detail:
Blue Light Card Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager - hybrid
✨Tip Number 1
Familiarise yourself with the principles of customer service excellence. Since the role focuses on nurturing a customer-centric culture, understanding best practices in customer service will help you demonstrate your alignment with their values during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated and developed teams in the past. Be ready to discuss specific instances where your coaching led to improved performance or team morale.
✨Tip Number 3
Brush up on your analytical skills and be prepared to discuss how you've used data to drive operational improvements. Highlight any experience you have with identifying trends and performance gaps, as this is crucial for the role.
✨Tip Number 4
If you have experience with Zendesk or similar platforms, make sure to mention it. Familiarity with these tools can set you apart, especially since they are looking for someone who can manage processes effectively.
We think you need these skills to ace Customer Operations Manager - hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and team management. Use specific examples that demonstrate your ability to lead a high-performing team and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your alignment with the company's values. Mention how your skills in emotional intelligence and problem-solving can contribute to the team's success.
Showcase Relevant Experience: In your application, emphasise any experience you have with contact centres or high-volume inbound environments. Highlight your familiarity with tools like Zendesk and your track record in managing projects and driving operational improvements.
Demonstrate Cultural Fit: Research Blue Light Card's culture and values. In your application, express how you resonate with their mission and how you can contribute to creating a positive work environment while achieving team goals.
How to prepare for a job interview at Blue Light Card
✨Showcase Your Leadership Skills
As a Customer Operations Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and supporting team members to achieve their targets.
✨Emphasise Customer-Centricity
Highlight your understanding of customer service fundamentals and best practices. Be ready to discuss how you've instilled a customer-centric culture in previous roles and how you handle difficult queries effectively.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've navigated complex challenges, particularly in complaints or disputes. Use these examples to showcase your critical thinking skills and your approach to resolving issues.
✨Familiarise Yourself with Data-Driven Decision Making
Since the role involves using data to identify trends and drive improvements, be prepared to talk about your experience with analytics. Discuss how you've used data to inform decisions and improve operational processes in your previous roles.
