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For Companies At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery.
- Company: Join Wavenet, a leading managed services provider focused on innovation.
- Benefits: Enjoy hybrid working, generous leave, and comprehensive health benefits.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be the voice of customers and drive their success while growing your career.
- Qualifications: Experience in customer-facing roles within IT or telecoms is essential.
The predicted salary is between 40000 - 50000 £ 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. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
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.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
Service Manager S1 in Cheswick employer: Wavenet
Contact Detail:
Wavenet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager S1 in Cheswick
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Manager role at Wavenet.
✨Tip Number 2
Prepare for those interviews! Research Wavenet’s services and think about how your experience aligns with their goals. Be ready to discuss how you can improve customer satisfaction and drive revenue growth – they’ll love that!
✨Tip Number 3
Show off your skills! If you’ve got experience with ITIL or ServiceNow, make sure to highlight that during your conversations. Wavenet is looking for someone who can hit the ground running, so let them know you’re the one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Wavenet team and contributing to their mission.
We think you need these skills to ace Service Manager S1 in Cheswick
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 what we’re looking for at Wavenet.
Showcase Your Communication Skills: Since this role is all about effective communication, don’t forget to demonstrate your written and verbal communication skills in your application. Use clear and concise language to show us you can engage with customers and stakeholders at all levels.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've successfully managed service issues or improved customer satisfaction in previous roles. This will show us you’re ready to tackle challenges head-on.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people and shows us you’re serious about joining our team at Wavenet!
How to prepare for a job interview at Wavenet
✨Know Your Customer Service Inside Out
Before the interview, make sure you have a solid understanding of Wavenet's services and how they impact customer success. Familiarise yourself with their approach to customer service and think about how your experience aligns with their values.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to demonstrate your problem-solving skills in real-life situations. Think of specific examples from your past roles where you've successfully managed customer expectations or resolved service issues, and be ready to discuss them.
✨Showcase Your Communication Skills
As a Service Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've effectively communicated with both customers and internal teams to drive service improvements.
✨Highlight Your IT and Service Management Knowledge
Brush up on your knowledge of ITIL and any relevant service management tools like ServiceNow. Be ready to discuss how you've applied these in previous roles to enhance service delivery and customer satisfaction.