Service Manager - Retail (MAT Cover)

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Service Manager – Retail (MAT Cover)

Salary: Up to £40,000 - £48,000 per annum + Bonus

London/Swindon – Hybrid

Edenred Payment Solutions(EPS) is a leading payment solutions provider and part of the Edenred Group, withover 20 years of industryexperience. EPS is anElectronic Money Institution regulated by the FCA in the UK and by the National Bank of Belgium in Europe.

We’re looking for a Service Managerto work withclients within thePrepaid Retail&Travelvertical, reporting to theStrategic Service Managerand working closely withthe EPS and widerEdenredteams.

The Service ManagerforRetailis a keymemberof The Service Delivery team,supportingthe Strategic Service Manager and Head of Service Deliveryto maintain ahigh-quality service across all aspects of our programs.

The Service Manager is responsible forclient operational engagement and reportingfor Retail & Travel clientsacross the EPS service.This includesbusiness & operational monitoring, incident escalation from clients & operations,andconsultingwith relevant internal teams and external partners togather andfully understand information, ensuring clear andeffectivecommunication bothinternally and with clients.

The Service Managerwill proactivelyidentifyand implement improvementsto the service. Relationship management is central to the role;the Service Manager willdevelop and maintain strong working relationshipswithclients,internal EPSteams,and third parties, and will act as aclient advocateforEPS Delivery and the operational teams.

What you will be doing:

• Act as the primary point of contact for all client queries and escalations
• Maintain acomprehensiveunderstanding of each client’s business, objectives, andneeds
• Liaise with internal teams to resolve operational issues quickly and prevent recurringpain points
• Drive process improvement and efficiency internally and with the client
• Develop and maintain clear, up-to-date documentation for all client programs
• Lead on commercials within Change Requests to ensure revenue targets are being met
• Ensure customer satisfaction activity is in line with the business objectives
• Strong collaboration to enhanceeffective working within internal departments, external partners and suppliers
• Assist thesalesteam with information for RFPs and client growth opportunities
• Oversee client onboarding and offboarding processes to ensure seamless transitions

Key Tasks:

• Working continuously with the Service Management Team to improve practices and procedures within the delivery environment
• Stay current on relevant regulatory changes and their impact on service delivery
• Partner with the Project Management team to ensure client projects meet scope and quality requirements
• Proactive review and prioritisation of client tickets
• Assist operations teams in incident resolution and follow-up
• Support in the creation and issuing of communications to clients where appropriate
• Create and define resource requirements for Change Requests for clients whilst ensuring appropriate revenue is achieved
• Ensure timely issuing and approval of invoices and record in the revenue trackerConduct client-facing activities, including monthly service reviews, SLA reporting, and Business Reviews
• Support clients with new products and programs, coordinating with internal teams
• Keep all internal documentation current and well-organised
• Share responsibility for managing the Service Management Support mailbox
• Support the Strategic Service Manager with any required administrative or collection gathering tasks
• Assist clients with product and technical support as required

What you will bring:

Skills:

• Retail industry knowledge and Business Development experience are essential
• Awareness or previous experience with prepaid cards is an advantage
• Strong communications skills – both written and verbal
• Strong problem solving and decision-making skills
• Experience in a corporate client facing role
• Ability to analyse data - attention to detail is essential
• Strong working knowledge of MS Office
• Strong understanding of process improvements

Behaviours:

• Thrives on thinking outside the box
• Decisive, makes timely, well-informed decisions
• Highly organised with strong time-management skills
• Methodical and meticulous with excellent attention to detail
• Excellent interpersonal skills and valuesSelf-motivated and comfortable to work in a fast-paced environment

Why Edenred Paytech?

We are a subsidiary of the Edenred group and leaders in prepaid solutions including banking, virtual cards, debit, credit, and prepaid processing.

As a Edenred employee you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

What you will get:

• 25 days annual leave plus Bank Holidays
• Hybrid working environment (min. 3 days per week in the office)
• Pension Scheme – employer 6% with minimum employee contribution 3%
• Discretionary bonus scheme based on company and personal performance
• Medical & international travel cover (leisure and action sports)
• Life insurance (4x salary)
• Wellbeing Employee Assistance Program (extended access to family members)
• Holiday trading scheme
• Season ticket loan
• Cycle to Work scheme
• Employee discount shopping platform
• Employee referral bonus scheme
• Digital learning platform
• Complimentary fruit and other ‘in office’ snacks & refreshments
• Volunteering programme
• Social events

Diversity:

Edenred Payment Solutions are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.