At a Glance
- Tasks: Lead the strategy for systems and automation to enhance member operations.
- Company: Join Blue Light Card, a mission-driven team making heroes happy.
- Benefits: Enjoy 25 days leave, private medical insurance, and a personal growth fund.
- Other info: Hybrid working, modern office perks, and a commitment to diversity.
- Why this job: Shape the future of member operations with innovative tools and systems.
- Qualifications: Experience in managing operational systems and customer service platforms required.
The predicted salary is between 50000 - 60000 £ per year.
Blue Light Card's Member Operations team is investing in smarter systems and automation to better support our members. This role joins at a pivotal time, helping shape how the team builds, manages and optimises the systems behind every member interaction. As the Systems & Tooling Manager, you'll own the strategy for the tools, platforms and automation that power Member Operations, from the systems agents use every day to the integrations and workflows running behind the scenes. You'll work closely with teams across Member Operations, Product, Engineering, Delivery, Process Design and Data to make sure tooling decisions are grounded in what the business actually needs, not just what's technically possible. You'll join at the ground floor, with the opportunity to shape how systems and tooling support Member Operations from the outset. There's a plan to grow the team with a further hire down the line, but for now this role is about hands‑on ownership: getting close to the detail of current systems while building the foundations for where tooling needs to go next.
What You’ll Do
- Define and deliver a systems, tooling and automation roadmap aligned to operational and member experience priorities
- Lead the ongoing optimisation of operational systems, workflows, integrations and automation solutions
- Establish governance frameworks that support clear prioritisation, testing and change management
- Define and track key performance indicators covering system performance, automation and adoption
- Evaluate emerging technologies and tooling options to support the team's future needs
- Lead and develop a small team, setting clear priorities and building capability over time
- Build strong working relationships across Member Operations, Product, Engineering, Delivery, Process Design and Data
- Act as the escalation point for significant tooling or operational system issues
What You’ll Bring
- Established experience managing operational systems, tooling or automation platforms within a customer or member operations environment
- A track record of defining and delivering systems or automation strategies, not just administering them day to day
- Hands‑on experience managing front‑line customer service platforms such as Zendesk, Salesforce or Intercom, or similar systems used in a customer or member operations environment
- Experience managing workflow automation, integrations or operational technology solutions
- Strong understanding of operational processes, service delivery and customer or member journeys
- Confidence supporting large‑scale operational change or transformation, including working with a degree of ambiguity
- Strong stakeholder management skills, with the ability to influence decisions and build alignment across teams and senior stakeholders, prior people management experience would be an advantage
- Experience working in a fast‑paced, scaling business environment
Our Culture
Our mission is simple – make heroes happy. Our members are the real‑life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world‑class service. We don't just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We're committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We promote hybrid working, and value in‑person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren't able to offer fully remote working. Blue Light Card is an equal opportunities employer. We believe that employing a diverse workforce is key to our success. We make recruiting decisions based on your experience and skills. In the event of a high number of applications, we'll prioritise candidates who meet both the essential and desirable criteria for the role.
What We Offer
- 25 days annual leave plus public holidays and a buy and sell holiday scheme of up to 5 days
- An additional day off for your birthday
- A Moments that Matter day - one extra day each year to use for something that matters to you
- A Volunteering / Fundraising Day - one paid day each year to give something back to the community
- Annual company bonus scheme – linked to both company and individual performance
- Your own Blue Light Card and exclusive access to thousands of discounts
- Personal growth fund - £450 per year to invest in your development
- Private Medical Insurance (Bupa) that includes cover pre-existing conditions
- Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into pensions
- Enhanced Maternity, Adoption and Shared Parental Leave
- Healthcare Cash Plan (Medicash)
- Colleague Assistance Programme – 24/7 confidential support whenever you need it
- Hybrid working and flexible hours
- EV charging and free parking onsite at HQ
- Relaxed dress code and modern office space (games area, chill‑out areas, book club, free drinks and well stocked snack drawers!)
- On‑site gym including free HIIT and stretch classes (HQ)
Customer Operations Systems Manager in Leicester employer: Blue Light Card
At Blue Light Card, we pride ourselves on being an exceptional employer that champions the happiness of our members and employees alike. Our dynamic work culture fosters collaboration and innovation, with a strong emphasis on personal growth through a generous development fund and a commitment to diversity and inclusion. Located in Leicestershire or London, our offices offer a vibrant environment complete with modern amenities, hybrid working options, and a range of benefits designed to support your well-being and career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Systems Manager in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blue Light Card. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blue Light Card before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Systems Manager in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blue Light Card:Your cover letter is your chance to shine! Tell us why you want to work at Blue Light Card specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blue Light Card!
How to prepare for a job interview at Blue Light Card
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
