Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the complaints process and ensure customer issues are resolved efficiently and transparently.
- Company: Wavenet, a forward-thinking managed services provider focused on customer success.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Why this job: Make a real difference by championing customer advocacy and driving service improvements.
- Qualifications: Experience in managing complaints, strong communication skills, and a customer-focused mindset.
- Other info: Dynamic role with opportunities for growth in a tech-savvy company.
The predicted salary is between 36000 - 60000 £ per year.
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success.
The Executive Resolutions Manager is responsible for leading the end‑to‑end complaints process to ensure all customer issues are managed efficiently, transparently, and in line with contractual and regulatory requirements. This role will manage a team of executive resolution specialists to champion customer advocacy, drive service improvements, and work cross‑functionally to reduce the volume and severity of complaints within the MSP environment.
Key Responsibilities- Own the full lifecycle of customer complaints from receipt to closure, ensuring timely, accurate, and empathetic communication.
- Conduct detailed investigations, working with technical teams, Service Desk, Network Operations, and Account Management to determine root cause.
- Provide clear, well‑structured responses and action plans to customers.
- Ensure complaints are handled in line with SLAs, contractual obligations, and industry best practice.
- Act as the escalation point for dissatisfied customers, restoring confidence and maintaining trust in the Wavenet service.
- Represent the customer’s voice internally, ensuring their concerns influence service improvement and operational decisions.
- Maintain complete records of all complaints, actions, and outcomes within the Service Now platform.
- Produce weekly and monthly complaint performance reports, including trends, insights, and risks.
- Analyse and present complaint themes and outcomes in internal service reviews and governance forums with senior leadership.
- Identify trends, recurring issues, and systemic problems contributing to customer dissatisfaction.
- Work with Problem Management and Service Improvement teams to implement corrective actions and prevent repeat complaints.
- Track and measure the effectiveness of improvement initiatives.
- Collaborate closely with Service Delivery Managers, Technical Leads, NOC, SOC, Project Managers, and Account Managers.
- Communicate confidently with customers at all levels, including IT Directors and CIOs.
- Manage expectations and ensure transparency throughout all complaint stages.
- Ensure complaints are handled in line with ISO standards (e.g., ISO 9001, ISO 27001) and internal policies.
- Support audits by providing documentation, evidence, and process insight.
- Continually review and enhance the complaints process for efficiency and quality.
- Experience managing complaints or escalations within an MSP, telecoms, IT services, or similar environment.
- Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management.
- Excellent written communication skills with the ability to simplify complex technical issues.
- Strong analytical and investigative skills.
- Empathetic, calm under pressure, and customer‑focused.
- Ability to influence and collaborate across multiple teams.
- Experience with ServiceNow, Freshservice, or other ITSM tools.
- Background in service delivery, customer success, or technical support.
Executive Resolutions Manager in Cheswick Green employer: Wavenet
Contact Detail:
Wavenet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Executive Resolutions Manager in Cheswick Green
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to managed services and IT. It's a great way to meet people in the field and get your name out there. Plus, you never know who might have a lead on that perfect Executive Resolutions Manager role!
✨Tip Number 2
Don’t underestimate the power of social media. Use platforms like LinkedIn to connect with professionals at Wavenet and other companies. Engage with their content, share your insights, and let them see your expertise in customer advocacy and service improvement.
✨Tip Number 3
Prepare for interviews by practising common questions related to complaint management and customer success. Think about specific examples from your past experiences that showcase your skills in handling escalations and driving service improvements. We want to hear your stories!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining Wavenet and being part of our mission to make businesses brilliant.
We think you need these skills to ace Executive Resolutions Manager in Cheswick Green
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for customer advocacy. Share examples of how you've gone the extra mile to resolve issues and improve customer experiences in your previous roles.
Be Clear and Concise: We love a well-structured application! Make sure your written communication is clear and to the point. Avoid jargon where possible and focus on simplifying complex ideas, just like you would when explaining technical issues to a customer.
Highlight Relevant Experience: Make sure to showcase your experience managing complaints or escalations, especially within an MSP or similar environment. We want to know how your background aligns with the key responsibilities of the Executive Resolutions Manager role.
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. We can’t wait to hear from you!
How to prepare for a job interview at Wavenet
✨Know Your Stuff
Before the interview, make sure you understand Wavenet's services and how they relate to customer complaints. Familiarise yourself with ITIL concepts and be ready to discuss how you've managed complaints in the past, especially in a managed services environment.
✨Showcase Your Empathy
As an Executive Resolutions Manager, empathy is key. Prepare examples of how you've handled difficult customer situations in the past. Highlight your ability to restore confidence and trust, as this will resonate well with the interviewers.
✨Be Data-Driven
Wavenet values insights and trends. Bring along examples of how you've used data to identify recurring issues or improve service delivery. Be ready to discuss how you would analyse complaint themes and present them to senior leadership.
✨Collaboration is Key
This role requires working closely with various teams. Think of instances where you've successfully collaborated across departments to resolve issues. Be prepared to discuss how you manage expectations and ensure transparency throughout the complaint process.