At a Glance
- Tasks: Lead and innovate in Member Operations, enhancing service delivery and member experience.
- Company: Join a mission-driven team dedicated to making heroes happy.
- Benefits: Enjoy 25 days leave, flexible hours, 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 leading operational excellence and embracing new technologies.
- Qualifications: Proven leadership in complex operations and a passion for continuous improvement.
The predicted salary is between 63000 - 77000 £ per year.
The Role and the Team
Member Operations is at the heart of what BLC delivers for its members. With more than 6 million people relying on us for trusted, efficient support, the team behind that experience matters enormously. As we continue to evolve how we serve members through AI, automation, and people-led service channels, we are looking for an experienced operational leader to head up the function.
Reporting into the Director of Member Operations, this role has end-to-end ownership of Member Operations, spanning frontline service delivery, demand planning, vendor management, tooling, Knowledge and QA, and the continuous improvement agenda. You will translate strategic priorities into operational delivery, embedding change across the function while maintaining the high standards our members expect.
This is a role for someone who leads from the front. You will work closely with Product, Engineering, Data, and other business functions, making sure operational insight shapes how we build and improve. If you are energised by building capable teams, embedding new ways of working, and continuously raising the bar for member experience, this is a strong fit.
What You Will Do
- Lead Member Operations end-to-end, taking ownership of service delivery, demand planning, vendor relationships, tooling, and Knowledge and QA functions.
- Translate strategic priorities into clear operational plans, keeping teams focused on member outcomes, service standards, and operational performance.
- Drive the continuous improvement agenda across the function, simplifying processes, reducing member effort, and embedding measurable improvements in quality and efficiency.
- Use operational data, insight, and performance trends to identify risks early, solve problems at their source, and make informed decisions that balance member outcomes with cost and investment priorities.
- Lead the integration of AI, automation, and new technology into day-to-day delivery, ensuring colleagues adopt new ways of working with confidence and clarity.
- Coach and develop operational leaders, building a culture of accountability, ownership, and continuous improvement across the function.
- Partner with Product, Engineering, Data, and other teams to implement operational improvements and new capabilities, ensuring member feedback informs how the business develops.
- Lead operational readiness for incidents, embedding appropriate governance, escalation, communication, and learning across Member Operations.
What You Will Bring
- An established career leading complex, multi-team operations at a senior level, with a track record of delivering exceptional service outcomes at scale.
- Experience embedding continuous improvement into operational culture, using data and insight to drive meaningful, measurable change rather than incremental tweaks.
- Confidence leading operational teams through significant technology and automation change, with a clear understanding of how to bring people along through the process.
- Strong background in cross-functional collaboration, with the ability to influence partners in Product, Engineering, and Data to deliver operational improvements.
- A commercially grounded approach to operational decision-making, able to balance member outcomes, efficiency, and investment priorities without losing sight of either.
- Proven experience building leadership capability and succession within an operational function, creating teams that are resilient and ready for what’s next.
- Familiarity with AI-driven or automation-led service environments would be a bonus, but isn’t essential if you have operated in a fast-moving, technology-forward setting.
Our Culture
Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning, what makes us want to 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 promote hybrid working, and value in-person collaboration so encourage 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. 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 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.
Location 1: Charnwood Edge Business Park, Cossington, Leicester, LE7 4UZ, United Kingdom
Location 2: 24-28 Bloomsbury Way, London, WC1A 2SN, United Kingdom
Head of Membership Operations - hybrid in Plymouth 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 Head of Membership Operations - hybrid in Plymouth
✨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 Head of Membership Operations - hybrid in Plymouth
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.
