Head of Customer Success

TN United Kingdom; Leicester; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An exciting opportunity awaits for a Head of Success to lead Member Operations and Experience teams in an innovative firm. This role focuses on optimizing customer service platforms and enhancing operational excellence while ensuring the safety of members against fraud. You'll be at the forefront of developing strategies and mentoring high-performing teams dedicated to delivering exceptional service to over 5.4 million members. Join a dynamic team that values collaboration, inclusivity, and continuous improvement, while making a real impact in the community. If you're passionate about customer success and operational excellence, this is the perfect role for you.

Benefits

Hybrid working and flexible hours

Free parking and EV charging onsite

25 days annual leave plus an additional day off for your birthday

Company bonus scheme

Exclusive access to discounts

Great social events

Regular company-wide recognition events

Relaxed dress code and modern office space

Onsite gym at HQ

Enhanced parental leave

Qualifications

• Experience managing large teams in a contact center environment.
• Expertise in fraud operations and customer service systems.

Responsibilities

• Lead and develop member operations and experience teams.
• Implement strategies for efficient service delivery.

Skills

Team Management

Fraud Prevention

Analytical Skills

Customer Service

Emotional Intelligence

Tools

Zendesk

Job description

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Blue Light Card. Individually great, together unstoppable

The Role and the Team

We have an exciting opportunity for an experienced Head of Success to join us and oversee our UK Member Operations and Experience teams. You’ll lead high-performing teams while playing a key role in optimising customer service platforms, enhancing operational excellence, and protecting our members from fraud.

Our Member Services team are dedicated to delivering an exceptional experience for our 5.4 million+ members, supporting them throughout their journey with the Blue Light Card community.

What You’ll Do

• Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery
• Utilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our members
• Establish and monitor performance metrics to measure success and identify areas for improvement
• Lead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvement
• Be the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing management
• Identify process improvements through data-driven insights and member feedback, implementing new initiatives to streamline workflows and reduce response times
• Collaborate with other departments, including Marketing, Commercial, and Product, to ensure a cohesive customer experience
• Track and report on financial performance and savings from operational initiatives

What You’ll Bring

• Prior success managing large teams within a contact centre, driving performance metrics in a B2C environment, ideally within the tech industry
• Proven experience in the Financial Services sector, with a strong focus on fraud prevention and detection
• Zendesk subject matter expertise, although if you have a high-level of competency in another similar customer service system, then we encourage you to apply
• Emotional intelligence and empathy, fostering an inclusive and supportive team environment
• Demonstrated ability to scale teams and departments, with a track record of nurturing talent, building scalable processes, and supporting sustainable growth in a fast-paced business
• Strong analytical and critical thinking skills, paired with a proactive mindset for identifying and solving challenges

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.

What We Offer

• Hybrid working and flexible hours
• Free parking and EV charging onsite at HQ
• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days
• A company bonus scheme
• Your own Blue Light Card and exclusive access to thousands of discounts
• Great social events e.g., festive party, summer party, team socials, sports matches
• Regular company-wide recognition events e.g. Monthly Light’s Up and The Shine Awards
• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)
• Onsite gym at HQ (including access to free HIIT & stretch classes)
• Strong learning and development culture
• Enhanced parental leave and absence leave
• Company funded private medical insurance
• Employee assistance programme (including mental health support) and mental health first aiders