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. Part of Wavenet’s Focused Division, you will join a vibrant team supporting our customers within Wavenet Connected, a specialist division that provides services and support to the Commercial Real Estate Sector.
Job Description
Customer Experience Manager – Wavenet Connected
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.
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.
- 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.
Qualifications
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.
Additional Information
- 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.
Ready to join the UK’s largest managed service provider?
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:
- 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.
#J-18808-Ljbffr…