At a Glance
- Tasks: Elevate customer experiences in the flex workspace sector and ensure seamless service delivery.
- Company: Join Wavenet, an award-winning communications provider with a family-oriented culture.
- Benefits: Flexible/hybrid work options, competitive salary, and a supportive team environment.
- Other info: Collaborative atmosphere with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer satisfaction and drive innovation in a dynamic industry.
- Qualifications: Experience in customer experience or service management, with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Wavenet is an award-winning communications solution provider, delivering high-quality, high-speed and cost-effective connectivity solutions to organisations across the UK. Outstanding customer experience sits at the heart of everything we do. Our purpose is to build long‑lasting, mutually beneficial partnerships with our clients, underpinned by trust, expertise and delivery excellence. We are proud of our strong, family‑oriented culture which encourages innovation, collaboration and high performance.
Part of Wavenet’s Focused Division, you will join a vibrant team supporting our customers within Wavenet Connected, a specialist division that provides services and support to the Commercial Real Estate Sector.
Role Purpose
The Customer Experience Manager will champion and elevate the end-to-end experience for Wavenet Connected customers across the flex workspace sector. This role ensures that Workspace Group Landlords, Centre Teams and Tenants receive a consistently premium, seamless and proactive service throughout the entire customer lifecycle. You will act as the central point of coordination for all in-life customer performance, driving service quality, adoption of Wavenet Connected solutions, retention, and customer satisfaction across your allocated cluster of Workspace Group sites.
Key Responsibilities
- Customer Experience Ownership
- Take full responsibility for in-life customer experience across an allocated flex workspace cluster.
- Act as the primary relationship owner for landlords, centre managers and key operational stakeholders.
- Ensure consistent delivery of premium, digital‑first customer journeys for workspace operators and tenants.
- Conduct regular service reviews, performance deep‑dives and continuous improvement recommendations.
- Service Quality & Performance Management
- Monitor site‑level service performance, Wi‑Fi quality, uptime, and customer‑reported issues.
- Coordinate with Delivery, Support and Customer Success teams to resolve escalations swiftly and efficiently.
- Identify experience gaps or recurring themes and drive cross‑functional improvements.
- Ensure each site in the cluster meets its connected experience standards and operational KPIs.
- Tenant & Operator Engagement
- Maintain strong day‑to‑day engagement with workspace operators, onsite teams and tenants.
- Support onboarding activities ensuring tenants are smoothly and fully enabled on Wavenet Connected services.
- Promote the adoption and utilisation of digital services, Wi‑Fi, network tools and managed service features.
- Deliver customer‑focused training, guidance, floor‑walks or proactive check‑ins as needed.
- Data, Insights & Continuous Improvement
- Analyse occupancy trends, service usage, support tickets and technical diagnostics to identify improvement areas.
- Work closely with product, engineering and service teams to enhance the Wavenet Connected experience.
- Provide regular reporting on satisfaction, service performance and operational insights.
- Input into product development based on real‑world tenant and operator feedback.
- Cross‑Functional Collaboration
- Partner with Sales, Delivery, Support, Customer Success and Engineering to ensure a seamless lifecycle experience.
- Support presales and sales teams with customer context, site behaviours and operational insights where required.
- Ensure new deployments transition smoothly from delivery into in‑life management.
Skills & Experience
- Proven experience in customer experience, service management, customer success or operational account management.
- Strong understanding of telecoms, connectivity, MSP or technology environments.
- Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
- Excellent communication, relationship‑building and stakeholder management skills.
- Experience analysing customer or service performance data to drive measurable improvements.
- Experience within the flex workspace, commercial real estate or serviced office sectors.
- Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
- Familiarity with occupancy‑driven models and multisite operational environments.
Personal Attributes
- Customer‑obsessed with a proactive and solutions‑driven mindset.
- Highly organised, structured and capable of managing multiple concurrent priorities.
- Strong sense of ownership and accountability for customer satisfaction.
- Empathetic, commercially aware and collaborative across teams.
- Comfortable working at pace in a dynamic, evolving sector.
Qualifications
- Proven experience in customer experience, service management, customer success or operational account management.
- Strong understanding of telecoms, connectivity, MSP or technology environments.
- Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
- Excellent communication, relationship‑building and stakeholder management skills.
- Experience analysing customer or service performance data to drive measurable improvements.
Additional Information
- Experience within the flex workspace, commercial real estate or serviced office sectors.
- Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
- Familiarity with occupancy‑driven models and multisite operational environments.
- Customer‑obsessed with a proactive and solutions‑driven mindset.
- Highly organised, structured and capable of managing multiple concurrent priorities.
- Strong sense of ownership and accountability for customer satisfaction.
- Empathetic, commercially aware and collaborative across teams.
- Comfortable working at pace in a dynamic, evolving sector.
Customer Experience Manager - Connected in London employer: Wavenet Ltd
Wavenet is an exceptional employer that prioritises outstanding customer experience and fosters a strong, family-oriented culture. With flexible hybrid working options in London, employees benefit from a collaborative environment that encourages innovation and personal growth, alongside opportunities to engage with the dynamic commercial real estate sector. Join us to be part of a vibrant team dedicated to delivering premium service and making a meaningful impact in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Connected in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wavenet Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wavenet Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager - Connected in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wavenet Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Wavenet Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wavenet Ltd!
How to prepare for a job interview at Wavenet Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
