Service Manager - Retail (MAT Cover)

Edenred Belgium SA; Greater London; On-site; GBP 40,000 - 48,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid work environment

Pension scheme

Discretionary bonus

Medical & international travel cover

Life insurance

Wellbeing programme

Holiday trading scheme

Season ticket loan

Cycle to Work scheme

Employee discounts platform

Employee referral bonus scheme

Digital learning platform

Snacks in office

Job summary

Edenred Payment Solutions is seeking a Service Manager for Retail (MAT Cover) to oversee client engagement, service delivery, and performance for Retail & Travel programs. The role reports to the Strategic Service Manager and collaborates with EPS and Edenred teams.

Hybrid London/Swindon with a strong focus on relationship management and process improvements. You will coordinate with internal teams, manage invoices, and support on change requests and client reviews, ensuring high-quality service

Qualifications

• Retail industry knowledge and Business Development experience are essential.
• Awareness or previous experience with prepaid cards is advantageous.
• 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.
• Proficiency with MS Office and office software.
• Strong understanding of process improvements.

Responsibilities

• Act as the primary point of contact for all client queries and escalations.
• Maintain understanding of each client’s business objectives and needs.
• Liaise with internal teams to resolve operational issues quickly.
• Drive process improvements and efficiency for internal and client processes.
• Develop and maintain client program documentation.
• Lead on Change Requests to ensure revenue targets are met.
• Support in onboarding and offboarding of clients.

Skills

Retail industry knowledge

Business development experience

Prepaid cards awareness

Strong communication skills

Problem solving

Client facing experience

Data analysis

Process improvements

Tools

MS Office

Job description

## Service Manager - Retail (MAT Cover)Applylocations: United Kingdom - London - Paddington (PPS)time type: Full timeposted on: Posted Yesterdayjob requisition id: JR020347Take 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)****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, 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)* 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!**