Merchant Services Manager

Join The Wowcher Team - We're Hiring A Merchant Services Manager

Location: Derby (Embrace the office vibes – 4 days a week!)

Salary: Up to £34,000 + Benefits

Are you ready to dive into the world of WOW? Established in 2011, Wowcher is the ultimate destination for unbeatable deals and unforgettable experiences in the UK.

We've helped thousands of people learn dog grooming, steam clean their front rooms, obtain the latest gadgets, whiten their teeth, decorate their houses, eat more healthily and even be more experimental in the bedroom…! On top of this we've also partnered with some of the UK's leading brands including Graze, Build-a-Bear Workshop, Odeon, Fitness First, Diet Chef, Very.co.uk, PrettyLittleThing, Random House, EasyJet and Ocado... to name just a few!

We're entrepreneurs at heart and love to spot a great deal! If you're interested in being able to have a major impact on a successful, fast growing company from day 1, then read on!

Your Mission

This manager will be responsible for overseeing the daily operations of our merchant services department. You will take ownership of all escalated queries and complaints into the department and will be responsible for handling the more complex tasks sent through the team, along with team reporting across a variety of channels. In this position, you will lead a small team and ensure that all departments are working together to achieve our goals. In addition to this you will help assist with the day-to-day team tasks across both teams, providing support to other team members, and assisting them with the day-to-day volume and queries. You'll also be responsible for reviewing practices, identifying potential risks, maintaining team knowledge and reporting.

Your Tasks Include:

• Conduct thorough analysis of refund data, leading meetings to address discrepancies and drive resolution.
• Make strategic decisions to optimise customer satisfaction and service quality based on insights gained from data analysis.
• Ensure strict adherence to Service Level Agreements (SLAs) within both merchant and customer services, ensuring timely and efficient issue resolution.
• Develop and elevate Net Promoter Scores (NPS) for merchants, fostering strong relationships and loyalty.
• Lead and manage a team of employees, providing guidance and support as needed.
• Proactively identify and address potential gaps in service delivery through forward planning.
• Analyse data and make recommendations for improvements to processes, procedures, and systems mainly including an overview of results within customer service.
• Handle customer complaints promptly and professionally, aiming for swift resolution and customer satisfaction.
• Collaborate with other departments and stakeholders to ensure that business needs are being met.
• Assist sales teams during merchant meetings by addressing service-related inquiries or concerns, ensuring seamless support and alignment with business goals.

Skills Required:

• Strong leadership skills to effectively lead high-level meetings.
• Detail-oriented with a keen eye for accuracy.
• Proactive, motivated, and focused with a drive for initiative.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office, particularly Outlook and Excel, with a background in data analysis and report creation being advantageous.
• Ability to multitask effectively.
• Maintains professionalism and composure under pressure.
• Adaptable and flexible in rapidly changing environments.
• Highly motivated individual with a vested interest in the daily deals sector and a willingness to learn about our business.
• Demonstrates resilience when faced with challenges.

Why Wowcher Is Your Next Stop:

Our office is like no other - it's a hub of fun and creativity!

Flexible working - blend office and home for your ideal work-life mix

25 days of holiday + 8 bank holidays (plus the option to nab 5 extra days)

Free fruit to fuel your day

Weekly breakfast feasts every Thursday - Rise and shine! Why not grab a coffee and a pastry to start your morning.

Wellness Wednesdays (hello, free massages!)

Thirsty Thursday! drinks and snack trolley - kick back and relax with a cold beer or prosecco

Games area for some friendly competition

Benefits platform Perkbox so you can get discount and rewards across the UK!

Monthly social events – All Bar Wowcher! get to know your awesome colleagues

Legendary all-company parties twice a year - don't miss out!

Cycle Scheme and Season Ticket Loan to get you moving

Auto-enrolment pension scheme. Whilst it's great to live in the here and now, we have to make sure we're preparing for the future, with up to 10% employer contribution.

Enhanced Employee Assistance Provider for confidential support and advice

Eye Care Vouchers – we've got you covered!

Store discounts across the Wowcher website (including travel deals!)

Smart-casual dress code every day!!