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 opportunities for professional growth.
- Other info: Dynamic role in a fast-paced environment with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer satisfaction and driving service quality.
- Qualifications: Experience in customer experience or service management, with strong communication skills.
The predicted salary is between 36000 - 60000 £ 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.
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.
Essential 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.
Desirable
- 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.
Customer Experience Manager - Connected employer: Wavenet
As a Network Engineer at our forward-thinking technology provider, you'll thrive in a dynamic work culture that prioritises innovation and excellence. With a hybrid working model, generous annual leave, and a comprehensive wellbeing programme, we are dedicated to supporting your professional growth and ensuring a healthy work-life balance. Join us in a role where your passion for technology will directly contribute to our mission of keeping customers connected and secure.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Connected
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to customer experience and telecoms. It's a great way to meet potential employers and get your name out there.
✨Tip Number 2
Show off your skills in real-time! If you get the chance, offer to present at a relevant event or even create a video showcasing your expertise in customer experience management. This can really set you apart from the crowd.
✨Tip Number 3
Don’t just apply; engage! When you find a role that excites you, reach out to current employees on LinkedIn. Ask them about their experiences at Wavenet and express your enthusiasm for the Customer Experience Manager position.
✨Tip Number 4
Keep it personal! When you get an interview, make sure to tailor your responses to reflect Wavenet's values and culture. Show them how your proactive mindset and customer obsession align with their mission.
We think you need these skills to ace Customer Experience Manager - Connected
Some tips for your application 🫡
Show Your Customer-Centric Side:Make sure to highlight your experience in customer experience and service management. We want to see how you've gone above and beyond to ensure customer satisfaction, especially in fast-paced environments like telecoms or technology.
Tailor Your Application:Don’t just send a generic CV and cover letter! Tailor your application to reflect the specific skills and experiences mentioned in the job description. We love it when candidates show they’ve done their homework on Wavenet and understand our values.
Be Data-Driven:Since the role involves analysing customer performance data, include examples of how you've used data to drive improvements in past roles. We’re all about continuous improvement, so show us your analytical side!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Plus, it shows you’re keen to join us!
How to prepare for a job interview at Wavenet
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer experience knowledge, especially in the telecoms and connectivity sectors. Be ready to discuss how you've improved customer journeys in the past and how you can apply that to Wavenet Connected.
✨Show Off Your Data Skills
Since this role involves analysing service performance data, come prepared with examples of how you've used data to drive improvements. Think about specific metrics you've tracked and how they influenced your decisions.
✨Demonstrate Your Relationship-Building Skills
Wavenet values strong relationships with landlords, centre managers, and tenants. Be ready to share stories about how you've successfully managed stakeholder relationships and resolved conflicts in previous roles.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific situations, like a tenant reporting Wi-Fi issues or a landlord needing urgent support. Prepare by thinking through your problem-solving approach and how you'd ensure a seamless customer experience.
