At a Glance
- Tasks: Lead the strategy and delivery of operational systems and tooling for member operations.
- Company: Join Blue Light Card, where we make heroes happy through innovative services.
- Benefits: Enjoy 25 days leave, a birthday day off, and a personal growth fund.
- Other info: Hybrid working with a vibrant office culture and excellent career development opportunities.
- Why this job: Make a real impact by optimising systems that support our community heroes.
- Qualifications: Experience in managing operational systems and strong stakeholder management skills required.
The predicted salary is between 49500 - 60500 £ per year.
Member Operations at Blue Light Card sits at the heart of how we serve the people who serve others. As we scale, the systems, tooling, and automation that underpin our operations are becoming ever more central to delivering the seamless, high-quality experiences our members deserve. This role owns that agenda, bringing together strategy, governance, and hands-on delivery to ensure our operational platforms are fit for today and ready for tomorrow. You'll be joining a collaborative, cross-functional environment where Member Operations, Product, Engineering, Delivery, Process Design, and Data teams work in close partnership.
The Systems and Tooling team sits within Member Operations and plays a critical enabling role across the business, with this position responsible for the strategic direction and day-to-day management of the function. It's a role that combines genuine ownership of a growing capability with real breadth of stakeholder engagement, from shaping tooling priorities with senior stakeholders to working closely alongside engineers to translate operational needs into working solutions.
What You'll Do
- Contribute to defining and delivering the Member Operations systems, tooling, and automation roadmap, ensuring it is aligned to business objectives and member experience priorities.
- Evaluate emerging technologies, automation opportunities, and integration approaches, including APIs and webhooks, to support future operational and business needs.
- Oversee the optimisation of operational systems, workflows, and automation solutions, defining integration requirements and working in close coordination with engineering teams to deliver them.
- Establish governance frameworks that support effective prioritisation, delivery, testing, and change management across systems and tooling.
- Define and monitor key performance indicators relating to system performance, automation, operational efficiency, and adoption.
- Ensure systems and tooling operate in line with data security policies, including responsible handling of PII, escalating to compliance teams where required.
- Serve as the escalation point for significant tooling, system, or operational challenges, using data and insight to develop the Systems and Tooling team and build a culture of accountability, collaboration, and continuous improvement.
- Build trusted relationships with stakeholders across Member Operations, Product, Engineering, Delivery, and Data, ensuring systems and tooling align with business and member needs, communicating strategy, priorities, and risks with clarity and transparency.
What You'll Bring
- Proven experience managing the strategy and delivery of operational systems, tooling, or automation platforms within a customer or member operations environment.
- Experience with platforms such as Zendesk, Salesforce, Intercom, or similar operational systems.
- Experience managing workflow automation and system integrations, including a working understanding of integration approaches such as APIs and webhooks, sufficient to define requirements, assess feasibility, and coordinate effectively with engineering teams.
- Strong understanding of operational processes, service delivery, and member journeys, with knowledge of governance, testing, and change management practices.
- Strong stakeholder management skills with the ability to build alignment and trusted relationships across teams and senior stakeholders.
- Demonstrated curiosity about AI and emerging technology, with evidence of actively exploring or applying AI tools in your own work.
- Excellent communication skills, with the ability to translate technical and operational concepts clearly for a range of audiences.
- Experience supporting large-scale operational change or transformation initiatives would be a bonus, as would experience of AI or automation tooling within a customer or member operations context.
Our Culture
Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service. We promote hybrid working and value in-person collaboration, encouraging time in our offices - 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're committed to building a diverse and inclusive team where different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.
What We Offer
- 25 days annual leave plus public holidays and an additional day off for your birthday.
- A Moments that Matter day - one extra day of leave each year to use for something that matters to you.
- Buy and sell holiday scheme of up to 5 days.
- 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 of 450 per year to invest in your development.
- Private Medical Insurance that includes cover for pre-existing conditions.
- Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into your pension.
- Enhanced Maternity, Partner, Adoption and Shared Parental Leave.
- Healthcare cash-back plan.
- 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 at HQ.
Customer Systems & Tooling Manager - hybrid 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 vibrant work culture fosters collaboration and innovation, with a strong emphasis on personal growth through a dedicated development fund and flexible working arrangements. Located in Leicestershire or London, we offer a range of benefits including generous annual leave, private medical insurance, and a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Systems & Tooling Manager - hybrid 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 Systems & Tooling Manager - hybrid 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.
