Mike Hill
Operations Manager @Blue Light Card
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WORK HISTORY
Operations Manager @Blue Light Card
Lead customer operations and service performance across frontline support teams, driving KPI delivery, customer experience improvements, escalation management, and continuous improvement across customer service operations.Responsible for the direct leadership of 12 customer service agents, ensuring strong performance against service standards, productivity targets, quality measures, and member satisfaction outcomes while supporting wider operational excellence across the business.Provide day-to-day leadership, coaching, and performance management to frontline teams, creating a high-accountability, customer-first culture focused on service quality, efficiency, and member experience.In February 2026, I moved into a strategic Zendesk transformation role to support the redesign and rebuild of the platform, selected for extensive operational and Zendesk expertise. Working closely with MOD SQUAD consultants and senior internal stakeholders, leading the redesign and optimisation of workflows, automations, reporting structures, and customer journeys to improve agent efficiency, operational visibility, and end-user experience across the business.Key achievements: • Full ownership of frontline KPI performance including productivity, quality, SLA delivery, and member satisfaction • Direct leadership and development of 12 customer service agents through coaching, performance reviews, and service improvement planning • Selected to support the strategic Zendesk rebuild based on extensive platform expertise and customer operations knowledge • Working alongside MOD SQUAD consultants to redesign and future-proof Zendesk across customer operations and wider business functions • Improved workflow design, automation opportunities, reporting capability, and platform usability for agents and customers.
SKILLS
ABOUT MIKE HILL
Customer operations leader with 15+ years of experience building, leading, and transforming high-performing customer service teams across healthcare, ecommerce, retail, and regulated service environments.I specialise in customer service leadership, contact centre operations, service delivery, escalation management, and customer experience transformation across UK and EMEA markets.Throughout my career, I’ve led multi-channel customer operations, managed managers and frontline teams, improved CSAT and NPS performance, redesigned service workflows, and delivered large-scale operational improvements that reduce customer effort while improving business performance.My experience includes leading Tier 1 and Tier 2 support functions, complaints and escalations, KPI and SLA ownership, customer journey mapping, Voice of Customer programmes, and cross-functional collaboration across operations, logistics, IT, product, and senior leadership teams.I am also highly experienced in Zendesk transformation and optimisation, from workflow redesign and automation to full platform rebuilds that improve agent efficiency, reporting, and end-user experience.Currently working as an Operations Manager at Blue Light Card, leading customer operations and supporting a major Zendesk rebuild alongside MOD SQUAD consultants to redesign and future-proof the platform for agents, the wider business, and customers.Previous leadership roles include Deputy Head of Customer Services at Doccla and Customer Service Manager – EMEA at Funko Europe, where I led service transformation, customer journey improvements, and customer-first operational strategy.Core areas of focus:• Head of Customer Service • Customer Operations Leadership • Contact Centre Management • Service Delivery • Customer Experience (CX) • Complaints & Escalation Management • Zendesk Optimisation • KPI / SLA Performance • Team Leadership & Development • Voice of Customer (VOC) • Continuous Improvement • Operational ExcellenceOpen to senior leadership opportunities across Head of Customer Service, Head of Contact Centre, Customer Operations, Service Delivery, Customer Experience, and Operational Excellence.I bring strong commercial awareness, people-first leadership, and a proven ability to improve service performance while building scalable customer operations that support long-term business growth.
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