Service Manager - Retail; MAT Cover

Position: Service Manager - Retail (MAT Cover)
Location: Greater London

## Service Manager
- Retail (MAT Cover)
Apply locations:
United Kingdom
- London
- Paddington (PPS) time type:
Full time posted on:
Posted Yesterday job requisition :
JR020347

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)
**** 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…