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About the Role

The Member Operations team is the front line for Blue Light Card, ensuring members receive a fast, fair, and human experience. As a Member Operations Advisor, you will respond to member queries, review applications, and ensure eligible essential workers access the platform frictionlessly. You will also act as the voice of the member, identifying and flagging issues to relevant teams. This role is initially a six-month fixed-term contract with potential for permanency.

Responsibilities

Respond to member and prospective member queries via Zendesk and social channels in line with SLAs.
Troubleshoot offers, account issues, and general platform questions for members.
Identify systemic issues and escalate them appropriately.
Review and process membership applications, verifying eligibility and handling sensitive personal information.
Handle ineligible applications respectfully and clearly.
Develop a thorough understanding of eligibility criteria to support third-party partners.
Identify trends and themes in member feedback and report them to the business.
Relay recurring issues to product and leadership teams.

Requirements

Customer service experience is preferred, but graduates or career changers are welcome.
Strong communication skills: clear, concise, and correct.
Patience and consistency in providing high-quality customer service.
Confidence to flag issues upward and work cross-functionally.
Comfortable working with and responsibly handling sensitive personal information.
Experience with a helpdesk tool is useful but not required.

Skills

Zendesk
Social media customer service (Facebook, Instagram, TikTok)

Location

Sydney CBD, Australia

Work Type

Hybrid
Fixed-term contract

Experience Level

Entry level (graduate/career changer considered)

Salary/Compensations

Competitive salary and opportunity for bonus

Benefits

24 days annual leave + birthday off + moments that matter leave
1,000 health insurance contribution
Personal development fund
Generous parental and fertility leave
Blue Light Card membership

About the Company

Blue Light Card supports and celebrates those who serve communities in emergency services, healthcare, defence, and education sectors by offering exclusive benefits and discounts.
Founded in the UK in 2008, with over 6 million members globally.
Launched in Australia in 2022 with a commitment to supporting essential workers.
A team driving the company's growth, blending purpose with commercial success.