At a Glance
- Tasks: Manage customer relationships and drive service improvements while ensuring top-notch customer satisfaction.
- Company: Join Wavenet, a forward-thinking company prioritising customer experience and employee wellbeing.
- Benefits: Enjoy hybrid working, generous annual leave, and comprehensive health and wellbeing support.
- Other info: Opportunity for career growth with a focus on work-life balance and personal development.
- Why this job: Be the voice of the customer and make a real impact in a dynamic environment.
- Qualifications: Experience in customer-facing roles within IT or telecoms and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Purpose of the role
To provide a single point of communication and ownership to Customers and driving resolution across Service issues whilst providing a first‑class customer service, identifying, and offering service improvement and the identification of revenue opportunities within the Customer base. An internally and externally facing role accountable for the effective management of assigned customers, whose primary focus is to build customer advocacy whilst ensuring that we deliver to contractual commitments. Management of customer expectations throughout the service lifecycle, being responsive, communicative, and innovative in our engagements with customers and working closely with internal stakeholders across Daisy to deliver a positive customer experience.
What you will be doing
- Ownership of customers contract and obligations, identifying any gaps and risks within service and mitigating where required.
- Manage regular and structured Service Review meetings with customers ensuring the appropriate preparation, data presentation and analysis, and action tracking.
- Management of customers, including preparing and delivering Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction.
- Act as an escalation point to both external and internal stakeholders related to customer service.
- Work closely with Account Management to ensure a collaborative approach and drive strategic goals and opportunities for customers.
- Reviewing the P&L for each customer to ensure profitability of the contract.
- Adhere to strategic objectives and KPIs that support our growth and retention strategy, along with improving our customer experience.
- Working with both internal and external stakeholders to support customer related activities.
- Provision and management of Service Management related business reporting and forecasting for customers, for use within and outside of the function.
What success looks like in this role
- Customer Retention.
- Additional opportunities and revenue growth.
- Profitable contract management including reduction in cost to serve.
- Adherence to SLA performance.
Qualifications
What you need to have done already
- Customer facing role within a service industry.
- Experience within an IT / Managed Service / Telecoms industry.
- Proficient with Microsoft Office applications.
Skills you will need to excel
- Maintain in-depth knowledge of products and service offerings, current and future; ensuring attendance and ownership of individual development where required to support the business.
- Strong communication and negotiation skills with a track record of success in influencing internal and customer stakeholders.
- Excellent written and verbal communication skills with confidence and the ability to communicate at all levels including executive engagement.
- Customer focused with an emphasis on delivering a high level of customer satisfaction.
- Resilience to fast paced/demanding environment.
- Self-motivated with ability to prioritise time and tasks as necessary.
- Ability to drive and facilitate change.
- Ability to influence and negotiate.
- Ability to meet critical deadlines.
Other qualifications
- ITIL Foundation (v4).
- ITSM experience with ServiceNow.
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in‑house Wellbeing Team. We believe in a strong work‑life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days.
Here’s a closer look at what we offer:
- Hybrid Working: A flexible hybrid model, typically 3‑4 days per week in one of our offices, with the option to work from home where appropriate.
- Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Service Manager S1 employer: Wavenet Ltd
At Wavenet, we pride ourselves on being an exceptional employer that prioritises employee wellbeing and professional growth. Our flexible hybrid working model, generous annual leave policy, and comprehensive health benefits create a supportive environment where you can thrive. Join us to be part of a dynamic team that values customer satisfaction and innovation, while also offering opportunities for personal and career development.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager S1
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and customer feedback. This will help us tailor our conversations and show that we’re genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even put in a good word for us. Plus, it’s a great way to learn about the company culture.
✨Tip Number 3
Prepare for interviews by practising common questions related to service management. We should also think of examples from our past experiences that highlight our skills in customer service and problem-solving.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression. It shows our enthusiasm for the role and keeps us on their radar.
We think you need these skills to ace Service Manager S1
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Manager role. Highlight your experience in customer-facing roles and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of communication with customers and internal stakeholders, demonstrate your strong written and verbal communication skills. Use clear and concise language in your application to reflect your ability to engage effectively.
Highlight Your Problem-Solving Abilities:We’re looking for someone who can manage service issues and drive improvements. Share examples from your past experiences where you identified gaps and implemented solutions. This will show us you’re proactive and ready to tackle challenges head-on!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Wavenet Ltd
✨Know Your Customers
Before the interview, research the company’s customer base and their service offerings. Understanding who the customers are and what their needs might be will help you demonstrate your ability to manage customer relationships effectively.
✨Prepare for Service Review Meetings
Since you'll be managing regular Service Review meetings, practice how you would present data and action plans. Bring examples of how you've successfully tracked actions and improved service in previous roles to showcase your experience.
✨Showcase Your Communication Skills
As a Service Manager, strong communication is key. Be ready to discuss how you've influenced stakeholders in the past. Use specific examples that highlight your negotiation skills and ability to engage with both internal teams and customers.
✨Demonstrate Your Problem-Solving Ability
Think of scenarios where you've identified gaps in service or managed customer expectations. Prepare to share these stories during the interview, focusing on how you drove resolution and improved customer satisfaction.
