We 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. 5 million members today, and our Member Ops team support our members through LiveChat, social channels, e-mail and our customer relationship management system. Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and support Build 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 working Instil a customer-centric culture, keeping the team focussed on helping our members quickly and completely Ensure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issues Review and redesign processes alongside the member success function, to improve service and efficiently handle all contact, using data to identify trends, understand performance gaps, and drive operational improvements High-volume, in-bound contact centre experience, with an excellent understanding of customer service fundamentals and best practices, ensuring a high standard of service Proven people management experience, with a strong grasp of best practices like coaching, development planning, and performance management to enable individual and team success Strong leadership and communication skills, with the ability to engage, inspire, and support teams through change Confidence handling complex member issues (such as complaints or fraud), with a calm, solutions-focused approach and sound judgement Proven experience in end-to-end project delivery, guiding teams through periods of change Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement Experience using Zendesk or a similar customer support system would be preferable 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’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. The process will include a phone screening, followed by a two-stage interview process, which will take place during the weeks commencing 18th and 25th August . 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 ~ Generous funded BUPA medical insurance covering pre-existing conditions ~ Group auto-enrolment pension plan ~ Enhanced parental leave and absence leave ~ Healthcare cashback plan ~ Employee assistance programme (including mental health support) and mental health first aiders ~ Great social events e.g., 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) ~ LI-Hybrid Remote Status: hybridLocation 1 Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable)