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About the Role
As an Operations Advisor, you will be the front line for Blue Light Card, ensuring members receive a fast, fair, and human experience. You will respond to member queries, review applications, and identify issues to improve the platform. 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 offer issues, account problems, and general platform questions for members.
- Identify systemic issues and escalate them appropriately.
- Review and process membership applications, verifying eligibility and sensitive information.
- Handle ineligible applications respectfully and clearly.
- Understand eligibility criteria to guide third-party partners on verification.
- Identify trends 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 handling sensitive personal information responsibly.
- Experience with a helpdesk tool is useful but not required.
Skills
- Zendesk
- Social media customer service (Facebook, Instagram, TikTok)
- Troubleshooting
- Communication
- Problem-solving
- Attention to detail
Location
- Sydney CBD
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 leave
- Generous fertility leave
- Blue Light Card membership
About the Company
- Blue Light Card supports and celebrates individuals 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 those who serve.
- A team driving the company's growth, blending purpose with commercial success.