Blue Light Card. Individually great, together unstoppable The Role and the TeamWe have an exciting opportunity for an experienced Customer Operations Manager to join our Member Operations team on a 6 month fixed-term contract, with the possibility of going perm. In this role you’ll lead and develop a high-performing team of advisors, championing a brilliant member experience while continuously evolving people practices, processes, and ways of working to drive performance and impact.We have over 5.5 million members today, and our Member Ops team support our members through LiveChat, social channels, e-mail and our customer relationship management system.What You’ll Do Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and supportBuild on strong existing people practices, like regular 1:1s and development planning, to support growth, engagement and performance, while guiding the team through change and evolving ways of workingInstil a customer-centric culture, keeping the team focussed on helping our members quickly and completelyEnsure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issuesReview and redesign processes alongside the member success function, to improve service and efficiently handle all contact, using data to identify trends, u...