Service Manager - Retail (MAT Cover)

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Service Manager – Retail (MAT Cover) 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.

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