Position reporting to: Head Of Service Management
Role Summary:
We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional customer service for our clients. They will be the driving force behind customer satisfaction, loyalty, and advocacy, ensuring that every interaction is first‑class.
This role is accountable for managing all aspects of customer operations, including major incident management, coordinating with our change management / project teams, and ensuring compliance with agreed customer processes. It includes developing close working relationships with various customer interfaces, suppliers and GCX teams.
The successful candidate needs to be self‑motivated, confident, and possess strong communication skills and financial acumen. They must understand the importance of accountability and management.
The role will involve hybrid working, both on site and remotely from home.
Duties and Responsibilities

Monitor customer feedback, reviews and drive improvements
Collaborate with Product, Marketing, and Sales to align customer needs with business goals
Track the success of customer experience initiatives
Champion the voice of the customer in all aspects of business planning
Escalation management – handle both internal and external escalations with empathy and efficiency
Provide monthly service reporting and chair Customer Service Reviews where required
Oversee the progress of network projects and ‘Moves, Adds & Changes’, providing periodic reporting to customers and internal stakeholders
Create and manage Customer Service Plans & monthly/quarterly reporting packs
SLA monitoring & reporting
Manage customer documentation and inventory management with our internal teams
Ensure Planned Work Notifications are communicated in a timely manner
Awareness of P&L and account‑related commercials – work with Sales on efficiencies

Key Performance Indicators

Customer Satisfaction & NPS
Service Delivery and Service Assurance KPIs

Qualification & Experience

Network (WAN) Experience
ITIL
Network / IT related Degree

Experience (Min. years)

5+ years in Telecom Industry (managed services)

Technical Skills

Proven record in customer experience, success, or service leadership roles
Strong analytical skills with the ability to interpret complex data sets
Excellent communication, problem‑solving, and interpersonal abilities
Service Management
Change & Project Management
Assurance & Incident Management
Knowledge of Telecoms technologies, products & services
Demonstrates an astute commercial acumen

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology, Other, and Customer Service

Industries

Telecommunications, IT Services and IT Consulting, and Computer and Network Security

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