Executive Resolutions Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (50.0%).
Occupation Type
Business associate professionals not elsewhere classified.
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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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, weve been keeping businesses connected.
At Wavenet, we dont just provide solutions for today but for tomorrow, too. Were always thinking ahead of the technology curve, so our customers feel confident that when they work with us, were 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
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, weve been keeping businesses connected.
At Wavenet, we dont just provide solutions for today but for tomorrow, too. Were always thinking ahead of the technology curve, so our customers feel confident that when they work with us, were 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.
- Act as the escalation point for dissatisfied customers, restoring confidence and maintaining trust in the Wavenet service.
- Represent the customers voice internally, ensuring their concerns influence service improvement and operational decisions.
- 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
Skills & Experience
Essential
- 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.
- 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.
- 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.
Skills & Experience
Essential
- Experience managing complaints or escalations within an MSP, telecoms, IT services, or similar environment.
- ITIL Foundation certification.
- Experience with ServiceNow, Freshservice, or other ITSM tools.
- Background in service delivery, customer success, or technical support.
- Customer advocate
- Detail-oriented
- Strong communicator
- Calm and professional under pressure
- Proactive problem solver
- Relationship builde