Customer Operations Advisor

Customer Operations Advisor At Blue Light Card, our mission is to support and celebrate those who serve communities with unwavering dedication - from emergency services to healthcare, defence, and education sectors. By offering exclusive benefits and discounts through partnerships with top brands, we aim to make a meaningful impact on their everyday lives. Founded in the UK in 2008, we now have more than 6 million members globally. We launched in Australia in 2022 with the same commitment to supporting those who serve. This is an opportunity to be part of a team driving the next chapter of Blue Light Card’s journey, blending purpose with measurable commercial success. The role: Our Customer Operations team is the front line for Blue Light Card - the people who make sure our members get a fast, fair and human experience every time they reach out. As an Operations Advisor, you’ll respond to member queries across Zendesk and our social channels, review membership applications, and make sure every eligible essential worker gets access to the platform without friction. You’ll also be the voice of the member inside Blue Light Card - spotting the issues and patterns that matter, and flagging them to the people who can fix them. This role is initially offered on a six-month fixed-term contract, with the opportunity to become permanent if business needs continue. What you’ll do: Member support • Respond to member and prospective member queries via Zendesk and our social channels (Facebook, Instagram and TikTok), in line with SLAs • Help members who are stuck - troubleshooting offers that aren’t working, account issues and general platform questions • Spot the difference between one-off noise and a systemic issue, and know when to escalate Application and eligibility review • Review and process membership applications, checking eligibility carefully and responsibly - including work IDs and sensitive personal information • Handle ineligible applications respectfully and clearly • Build a genuine understanding of our eligibility criteria so you can support and guide any third-party partners we work with on verification Voice of the member • Spot trends and themes in what members are telling us, and report them so they can be addressed by the wider business • Relay recurring issues to product and leadership - you’re often the first to know when something isn’t working What we’re looking for: • Customer service experience is preferred, but we’re genuinely open to a graduate or career changer looking for a dynamic first role • Strong communication - clear, concise and correct. Members and partners will judge us on every message we send • Patience and consistency - we value high-quality customer service, and doing it well matters • The confidence to flag issues upward and work cross-functionally to get them resolved • Comfortable working with sensitive personal information and handling it responsibly • Experience with a helpdesk tool is useful but not required What’s on offer: • Competitive salary and opportunity for bonus • 24 days annual leave + your birthday off + moments that matter leave • 1,000 health insurance contribution, a personal development fund, generous parental and fertility leave & your own BLC card • Hybrid working — 3 days in our Sydney CBD office, 2 from home • Your very own Blue Light Card for the work you do supporting frontline workers If you want to make a real impact for Australia’s essential workers, and help build something that genuinely matters — we’d love to hear from you! Division Blue Light Card Australia Department Member Operations Locations Sydney Remote status Hybrid Employment type Contract