Executive Resolutions Manager at Wavenet

Metropolitan Borough of Solihull, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Handling, Customer Advocacy, Governance, Reporting, Service Improvement, Stakeholder Management, Compliance, Quality Assurance, ITIL, Investigation, Communication, Analytical Skills, Problem Management, ServiceNow, Customer Success, Team Leadership

Industry

technology;Information and Internet

Description

Company Description Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant. Job Description Role Overview The Executive Resolutions Manager is responsible for leading the end‑to‑end complaints process to ensure all customer issues are managed efficiently, transparently, and in line with contractual and regulatory requirements. This role will manage a team of executive resolution specialists to champion customer advocacy, drive service improvements, and work cross‑functionally to reduce the volume and severity of complaints within the MSP environment. Key Responsibilities Complaint Handling & Resolution Own the full lifecycle of customer complaints from receipt to closure, ensuring timely, accurate, and empathetic communication. Conduct detailed investigations, working with technical teams, Service Desk, Network Operations, and Account Management to determine root cause. Provide clear, well‑structured responses and action plans to customers. Ensure complaints are handled in line with SLAs, contractual obligations, and industry best practice. Customer Advocacy Act as the escalation point for dissatisfied customers, restoring confidence and maintaining trust in the Wavenet service. Represent the customer’s voice internally, ensuring their concerns influence service improvement and operational decisions. Governance & Reporting Maintain complete records of all complaints, actions, and outcomes within the Service Now platform. Produce weekly and monthly complaint performance reports, including trends, insights, and risks. Analyse and present complaint themes and outcomes in internal service reviews and governance forums with senior leadership. Service Improvement Identify trends, recurring issues, and systemic problems contributing to customer dissatisfaction. Work with Problem Management and Service Improvement teams to implement corrective actions and prevent repeat complaints. Track and measure the effectiveness of improvement initiatives. Stakeholder Management Collaborate closely with Service Delivery Managers, Technical Leads, NOC, SOC, Project Managers, and Account Managers. Communicate confidently with customers at all levels, including IT Directors and CIOs. Manage expectations and ensure transparency throughout all complaint stages. Compliance & Quality Assurance Ensure complaints are handled in line with ISO standards (e.g., ISO 9001, ISO 27001) and internal policies. Support audits by providing documentation, evidence, and process insight. Continually review and enhance the complaints process for efficiency and quality. Qualifications Skills & Experience Essential Experience managing complaints or escalations within an MSP, telecoms, IT services, or similar environment. Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management. Excellent written communication skills with the ability to simplify complex technical issues. Strong analytical and investigative skills. Empathetic, calm under pressure, and customer‑focused. Ability to influence and collaborate across multiple teams. Desirable ITIL Foundation certification. Experience with ServiceNow, Freshservice, or other ITSM tools. Background in service delivery, customer success, or technical support. Key Attributes Customer advocate Detail‑oriented Strong communicator Calm and professional under pressure Proactive problem solver Relationship builde

Responsibilities

The Executive Resolutions Manager leads the end-to-end customer complaints process, managing a team to ensure issues are handled efficiently, transparently, and in line with regulations. Key duties include owning the full complaint lifecycle, acting as an escalation point, maintaining governance records, and driving service improvements based on complaint trends.