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Driving Excellence in Customer Service: An Insight into Service Delivery with Nicky Scarr

- 2 minute read

In the fast-paced world of payment solutions, delivering exceptional service is vital for success. Today, we had the pleasure of speaking with Nicky Scarr, the Head of Service Delivery, who has a strong passion for customer satisfaction and a relentless drive for excellence. Nicky oversees three dynamic delivery teams, playing a pivotal role in ensuring outstanding service for our valued Fintech and Retail customers.


Managing Dynamic Delivery Teams

Within Edenred Payment Solutions, Nicky Scarr manages three teams, each focused on a specific aspect of ensuring top-notch service for customers:

1. Service Managers: Fostering Strong Customer Relationships

The Service Managers form the frontline of customer interactions. Engaging in day-to-day discussions with clients, they are the driving force behind fostering strong relationships. From technical consultations on business growth opportunities to promptly resolving tickets and escalations, these managers ensure customers receive the utmost attention and care. Nicky's emphasis on nurturing these relationships has resulted in long-lasting partnerships, based on trust and reliability.

2. Project Managers: Seamless Transitions and Client Satisfaction

The Project Managers specialize in managing changes requested by clients. Whether it involves adapting to regulatory requirements, assessing technical impacts, or setting up entirely new programs, this team ensures seamless transitions for clients. Their unwavering commitment to delivering unparalleled client satisfaction plays a crucial role in retaining loyal customers and attracting new ones.

3. Config and UAT Team: Meticulous Execution for Flawless Results

Nicky's oversight also extends to the Config and UAT Team, responsible for implementing technical changes to clients' programs. With meticulous attention to detail, they support internal and client testing, ensuring flawless execution of projects. Their precision and dedication are key to the successful implementation of innovative solutions that meet and exceed customer expectations.


Alleviating Payment Burdens for Customers

Here at Edenred Payment Solutions we are committed to simplifying payment processes and alleviating burdens for our customers. Embracing innovation and flexibility, the our robust platform allows for seamless implementation of enhancements that benefit multiple clients, diverse product types, and various propositions. Continuous improvement remains a priority to ensure customers experience seamless transactions and peace of mind.

While the tech industry thrives on speed and innovation, Nicky emphasizes the importance of maintaining a human connection with customers. Understanding the saying, "People do business with people they know, like, and trust," Nicky's teams actively listen, empathize, and put themselves in their customers' shoes. This unwavering dedication and expertise empower them to deliver exceptional service and foster enduring relationships.


Passions Beyond Work

Beyond her professional achievements, Nicky loves to keep fit, be it at the gym, cycling with family, or exploring new places during mini-breaks. A food enthusiast, she enjoys spending time in the kitchen cooking up new recipes. Nicky also values time with her wider family, cherishing moments spent chatting over coffee or embarking on adventures together. Additionally, she finds solace in reading as a way to relax, escape from reality, and continue learning.

Join us in celebrating Nicky Scarr, a true driving force behind the exceptional service and customer experience at Edenred Payment Solutions. Stay tuned for more inspiring profiles in our "Leaders in Focus" series!

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