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 recognizes, 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.
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
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)
Monthly gym allowance
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. 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!
