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For Companies At a Glance
- Tasks: Lead the merchant services team, resolve queries, and enhance customer satisfaction.
- Company: Wowcher is a vibrant promotion marketplace offering savings across the UK since 2011.
- Benefits: Enjoy flexible working, 25 days holiday, wellness perks, and fun office culture.
- Why this job: Join a fast-growing company where your impact is felt from day one in a supportive environment.
- Qualifications: Strong leadership, data analysis skills, and a proactive attitude are essential.
- Other info: Embrace a smart-casual dress code and participate in monthly social events.
The predicted salary is between 24000 - 34000 £ per year.
Overview
Join the Wowcher Team – We\’re Hiring a Merchant Services Manager
Location: Derby (Embrace the office vibes – 4 days a week!)
Salary: Up to £34,000 + Benefits
Are you ready to dive into the world of WOW? Wowcher is a promotion marketplace established in 2011 that partners with leading brands to deliver savings to customers across the UK. We are entrepreneurs who spot great deals and seek individuals who can make a major impact in a fast-growing company from day one.
Your Mission: This manager will oversee the daily operations of the merchant services department. You will take ownership of escalated queries and complaints, handle complex tasks, and manage team reporting across multiple channels. You will lead a small team, ensure cross-department collaboration, support day-to-day tasks across teams, review practices, identify risks, maintain team knowledge, and provide reporting.
Your Tasks Include
- Conduct thorough analysis of refund data, lead meetings to address discrepancies and drive resolution.
- Make strategic decisions to optimise customer satisfaction and service quality based on data insights.
- Ensure adherence to Service Level Agreements (SLAs) within both merchant and customer services, ensuring timely and efficient issue resolution.
- Develop and elevate Net Promoter Scores (NPS) for merchants, fostering strong relationships and loyalty.
- Lead and manage a team of employees, providing guidance and support as needed.
- Proactively identify and address potential gaps in service delivery through forward planning.
- Analyse data and recommend improvements to processes, procedures, and systems, with an overview of results within customer service.
- Handle customer complaints promptly and professionally, aiming for swift resolution and customer satisfaction.
- Collaborate with other departments and stakeholders to ensure business needs are met.
- Assist sales teams during merchant meetings by addressing service-related inquiries or concerns, ensuring seamless support and alignment with business goals.
- Strong leadership skills to effectively lead high-level meetings.
- Detail-oriented with a keen eye for accuracy.
- Proactive, motivated, and focused with a drive for initiative.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office, particularly Outlook and Excel, with a background in data analysis and report creation being advantageous.
- Ability to multitask effectively.
- Maintains professionalism and composure under pressure.
- Adaptable and flexible in rapidly changing environments.
- Highly motivated with an interest in the daily deals sector and a willingness to learn about our business.
- Demonstrates resilience when faced with challenges.
Why Wowcher is your Next Stop
Our office is a hub of fun and creativity with flexible working – blend office and home. Benefits include 25 days of holiday + 8 bank holidays (plus option to take 5 extra days), free fruit, weekly breakfast, Wellness Wednesdays with massages, Thirsty Thursday with drinks, games area, Perkbox discounts, monthly social events, and company-wide parties. We offer a Cycle Scheme and Season Ticket Loan, auto-enrolment pension with up to 10% employer contribution, Eye Care Vouchers, store discounts, and a smart-casual dress code.
Founded in 2011, Wowcher is a diverse promotion marketplace that provides customers with significant savings on local deals, travel, and consumer goods. We partner with merchants to help them grow and sustain their businesses and are always looking for great people who embrace a positive, supportive culture. Wowcher
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Merchant Services Manager employer: Wowcher Ltd.
Contact Detail:
Wowcher Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Merchant Services Manager
✨Tip Number 1
Familiarise yourself with the daily operations of a merchant services department. Understanding the common challenges and processes will help you speak confidently about how you can improve efficiency and customer satisfaction during interviews.
✨Tip Number 2
Brush up on your data analysis skills, especially in Microsoft Excel. Being able to demonstrate your ability to analyse refund data and make strategic decisions based on insights will set you apart as a candidate who can drive results.
✨Tip Number 3
Showcase your leadership experience by preparing examples of how you've successfully managed teams or projects in the past. Highlighting your ability to lead high-level meetings and foster collaboration will resonate well with the hiring team.
✨Tip Number 4
Research Wowcher's company culture and values. Being able to articulate why you want to work for Wowcher and how you align with their mission will demonstrate your genuine interest and enthusiasm for the role.
We think you need these skills to ace Merchant Services Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Merchant Services Manager position. Tailor your application to highlight your relevant experience and how it aligns with Wowcher's needs.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your leadership experience, data analysis skills, and any relevant achievements in customer service. Use bullet points for clarity and focus on quantifiable results where possible.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples of how you've successfully managed teams, resolved customer complaints, and improved service quality in previous positions.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Wowcher Ltd.
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Merchant Services Manager. Familiarise yourself with the tasks mentioned in the job description, such as handling escalated queries and leading a team. This will help you demonstrate your knowledge and enthusiasm during the interview.
✨Showcase Your Leadership Skills
As this role involves managing a team, be prepared to discuss your leadership style and provide examples of how you've successfully led teams in the past. Highlight any experiences where you've resolved conflicts or improved team performance.
✨Prepare for Data-Driven Questions
Since the position requires data analysis and strategic decision-making, brush up on your analytical skills. Be ready to discuss how you've used data to drive improvements in customer satisfaction or service quality in previous roles.
✨Demonstrate Adaptability
The job description mentions the need for adaptability in rapidly changing environments. Prepare examples that showcase your ability to handle change and remain composed under pressure, as this will resonate well with the company's dynamic culture.