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- 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 working options, competitive salary, and opportunities for professional growth.
- 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.
- Other info: Dynamic role in a fast-paced environment with excellent career development opportunities.
The predicted salary is between 36000 - 60000 ÂŁ 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.
- 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.
- 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
Contact Detail:
Wavenet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - Connected in London
✨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 workshop or share insights on customer experience strategies. This not only showcases your expertise but also builds your credibility.
✨Tip Number 3
Don’t just apply; engage! When you find a role that excites you, reach out to current employees on LinkedIn. Ask about their experiences and express your interest in the position. It can give you an edge!
✨Tip Number 4
Keep it personal! When you land an interview, make sure to tailor your responses to reflect Wavenet's values. Show them how your customer-obsessed mindset aligns with their mission of delivering outstanding service.
We think you need these skills to ace Customer Experience Manager - Connected in London
Some tips for your application 🫡
Show Your Customer-Centric Mindset: Make sure to highlight your passion for customer experience in your application. We want to see how you've gone above and beyond to ensure customer satisfaction in your previous roles. Share specific examples that demonstrate your proactive approach!
Tailor Your Application: Don’t just send a generic CV and cover letter! Take the time to tailor your application to Wavenet and the Customer Experience Manager role. Use keywords from the job description and show us how your skills align with what we’re looking for.
Be Data-Driven: Since this role involves analysing service performance data, make sure to mention any experience you have with data analysis. We love candidates who can use insights to drive improvements, so share any relevant metrics or outcomes from your past work!
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. Plus, it shows us you’re keen to join our team!
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, be prepared to talk about your experience with data analysis. Bring examples of how you've used data to drive improvements in customer satisfaction or service quality.
✨Demonstrate Your Relationship-Building Skills
Wavenet values strong relationships with landlords, centre managers, and tenants. Think of specific instances where you've successfully built and maintained relationships in a fast-paced environment, and be ready to share those stories.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific customer service scenarios. Prepare by thinking through potential challenges you might face in the role and how you'd approach resolving them while keeping customer satisfaction at the forefront.