Customer Experience Specialist

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs. We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their businesses future-ready. Your success is our success.

We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive.

• Location:                               Solihull, Birstall, Manchester, Sevenoaks
• Contract Type:                      Permanent, Full Time

The team of Customer Experience Specialists plays a vital role in our business as the first point of contact for our customers. This position is essential in ensuring that customers receive exceptional support and service.

As a Customer Experience Specialist, you will be responsible for answering queries, resolving issues, and providing administrative support to promote a high-quality service. Building strong internal relationships across the Group is crucial to your success in this role. We are looking for an ambitious, customer-centric individual to join our team.

Key Responsibilities:

• First Point of Contact: Deliver a warm and professional welcome to all customers through incoming support calls.

• Customer Rapport: Build strong relationships with callers to ensure a positive experience and provide world-class customer service.

• Ticket Management: Accurately log support tickets using our in-house CRM system, capturing detailed information for efficient issue resolution.

• Ownership of Queries: Take ownership of customer queries, ensuring timely responses and resolutions within agreed service levels.

• Collaboration: Work closely with colleagues and third-party partners to progress support tickets, keeping customers informed via phone or CRM updates.

• Record Maintenance: Maintain accurate and up-to-date records for all customer accounts to support seamless service delivery.

• Call Direction: Redirect calls to appropriate departments, ensuring customers connect with the right teams quickly and effectively.

The Ideal Candidate Will Have:

• Customer Service Experience: Proven track record in a customer-facing role, preferably in a call center environment.

• Communication Skills: Experience liaising with customers over the phone and via email.

• IT Proficiency: Strong IT skills with proficiency in Microsoft Office applications.

• Organisational Skills: Ability to stay organized and manage multiple tasks effectively.

• Problem-Solving Ability: Comfortable resolving issues and influencing customers and colleagues.

• Telecommunications Background: Previous experience in telecommunications is an advantage.

• Customer Service Experience: Preferably from a call center, but all backgrounds are welcome.

• Positive Attitude: A customer-focused mindset with a strong "can do" approach.

• Communication Skills: Excellent verbal and written communication, along with strong listening abilities.

• Team Collaboration: Ability to work effectively with people from diverse backgrounds and experiences.

• Interpersonal Skills: Strong influencing skills and the ability to communicate at all levels.

• Technical Proficiency: Familiarity with Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).

• Multitasking Ability: Capable of managing multiple assignments while being a go-to resource for the team.

• Flexibility: Willingness to adapt to business needs and commit the necessary time.

• Organisational Skills: Strong time management and attention to detail.

• Desire for Growth: Eager to learn and committed to going the extra mile.

• Composure Under Pressure: Calm and effective in high-pressure situations.

We encourage candidates from all backgrounds to apply—your unique perspective is valued!

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

We prioritise a healthy work-life balance, rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days. Here’s a closer look at what we offer:

• Hybrid Working:  A flexible approach with 3 days per week in one of our offices, with the option to work from home or from anywhere on the days you’re not in the office here at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.  

Join us at Wavenet, where your growth and wellbeing are at the heart of what we do!