Head of Customer Success - hybrid

Job Description

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 is 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

1. Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery
2. Utilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our members
3. Establish and monitor performance metrics to measure success and identify areas for improvement
4. Lead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvement
5. Be the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing management
6. Identify process improvements through data-driven insights and member feedback, implementing new initiatives to streamline workflows and reduce response times
7. Collaborate with other departments, including Marketing, Commercial, and Product, to ensure a cohesive customer experience
8. 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, or high competency in a similar customer service system
• Emotional intelligence and empathy, fostering an inclusive and supportive team environment
• 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. We focus on their happiness to create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.

We value ownership, moving fast, and working shoulder to shoulder to build something special. We are committed to building a diverse and inclusive team where everyone feels they belong. We promote hybrid working and encourage time in our offices, located in Leicestershire or London, Holborn, to foster collaboration.

What We Offer

• Hybrid working and flexible hours
• 35-hour working week
• Free parking and EV charging onsite at HQ
• 25 days annual leave plus an additional day off for your birthday, with a buy and sell holiday scheme of up to 5 days
• A company bonus scheme
• Your own Blue Light Card with access to thousands of discounts
• Social events, recognition events, relaxed dress code, modern office space, onsite gym, and more

Location: Charnwood Edge Business Park, Cossington, Leicester LE7 4UZ, United Kingdom. We support hybrid work arrangements.