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.
Were 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 clients 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 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

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. xwzovoh 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.
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