At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery in a dynamic retail environment.
- Company: Join Edenred, a global leader in innovative payment solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Diverse and inclusive workplace with excellent career advancement opportunities.
- Why this job: Be part of a multicultural team and make a real impact in the retail sector.
- Qualifications: Experience in retail and strong communication skills are essential.
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.
Service Manager - Retail (MAT Cover) in London employer: Ticket Servicos SA
Edenred PayTech is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Senior Product Manager role focused on compliance and data platforms. With a hybrid working model between Swindon and Paddington, employees benefit from a flexible environment that encourages professional growth and development, while being part of a team dedicated to transforming regulatory solutions in the UK and Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Retail (MAT Cover) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ticket Servicos SA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ticket Servicos SA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Manager - Retail (MAT Cover) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ticket Servicos SA:Your cover letter is your chance to shine! Tell us why you want to work at Ticket Servicos SA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ticket Servicos SA!
How to prepare for a job interview at Ticket Servicos SA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
