At a Glance
- Tasks: Manage client relationships and ensure high-quality service delivery in a dynamic retail environment.
- Company: Join Edenred, a global leader in innovative payment solutions with a diverse culture.
- Benefits: Enjoy a hybrid work model, skill development, and a commitment to equality.
- Other info: Work in a fast-paced environment with a focus on process improvement and client satisfaction.
- Why this job: Be part of a team that values your contributions and offers endless growth opportunities.
- Qualifications: Experience in retail and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognises, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
London/Swindon – Hybrid
Edenred Payment Solutions (EPS) is a leading payment solutions provider and part of the Edenred Group, with over 20 years of industry experience. EPS is an Electronic Money Institution regulated by the FCA in the UK and by the National Bank of Belgium in Europe.
We’re looking for a Service Manager to work with clients within the Prepaid Retail & Travel vertical, reporting to the Strategic Service Manager and working closely with the EPS and wider Edenred teams. The Service Manager for Retail is a key member of The Service Delivery team, supporting the Strategic Service Manager and Head of Service Delivery to maintain a high-quality service across all aspects of our programs.
The Service Manager is responsible for client operational engagement and reporting for Retail & Travel clients across the EPS service. This includes business & operational monitoring, incident escalation from clients & operations, and consulting with relevant internal teams and external partners to gather and fully understand information, ensuring clear and effective communication both internally and with clients. The Service Manager will proactively identify and implement improvements to the service. Relationship management is central to the role; the Service Manager will develop and maintain strong working relationships with clients, internal EPS teams, and third parties, and will act as a client advocate for EPS Delivery and the operational teams.
What you will be doing:
- Act as the primary point of contact for all client queries and escalations
- Maintain a comprehensive understanding of each client’s business, objectives, and needs
- Liaise with internal teams to resolve operational issues quickly and prevent recurring pain 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 enhance effective working within internal departments, external partners and suppliers
- Assist the sales team 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 tracker
- Conduct 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 values
- Self-motivated and comfortable to work in a fast-paced environment
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.
Apply now and Vibe with Us!
Service Manager - Retail (MAT Cover) in London employer: Edenred
Edenred is an exceptional employer that fosters a dynamic work culture in the heart of London, offering employees the chance to engage in meaningful projects that drive growth and transformation. With a strong emphasis on professional development, team collaboration, and innovative thinking, Edenred provides ample opportunities for career advancement while ensuring a supportive environment where every voice is valued. Join us to be part of a forward-thinking organisation that prioritises employee well-being and success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Retail (MAT Cover) in London
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Edenred, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Edenred!
We think you need these skills to ace Service Manager - Retail (MAT Cover) in London
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Edenred, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Edenred and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Edenred that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Edenred
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
