Customer Operations Specialist / Customer Experience

Customer Operations Executive - Mobile Telecoms

Location: Greater Reading - 3 days/week in office

Permanent

A leading organisation within the UK’s digital infrastructure sector is seeking a Customer Operations Executive to support the delivery of outstanding customer experience across its B2B ecosystem.

Operating at the heart of the telecoms and connectivity landscape, the organisation works closely with customers, landlords and partners to enable critical digital infrastructure. As the business continues to expand its propositions and enhance customer experience, the Marketing & Customer Operations team plays a key role in driving operational excellence, insight-led decision making and measurable improvements in customer satisfaction.

This role offers an excellent opportunity for someone with strong organisational and analytical skills who enjoys coordinating projects, improving processes and working with data to support better business outcomes.

Working closely with the Senior Manager, you will help streamline operational workflows, support reporting and insights, maintain governance frameworks, and assist with the effective use of tools such as HubSpot, monday.com and GA4.

Key Responsibilities

Operational Support & Workflow Coordination

• Support day-to-day operational activity including task intake, prioritisation and workflow coordination.
• Maintain structured processes such as approval flows, documentation and resource tracking.
• Coordinate with internal teams and suppliers to support procurement, budgets and general operational administration.
• Identify opportunities to improve efficiency and streamline ways of working.

Data, Reporting & Insight

• Produce regular dashboards and performance summaries using data from platforms such as HubSpot, GA4, social channels and internal systems.
• Analyse data to identify trends, insights and opportunities.
• Support KPI tracking, OKR reporting and campaign performance reviews.
• Present findings clearly to support data-informed decision making.

Customer Insight & Experience

• Support customer feedback programmes including surveys and sentiment tracking.
• Capture and organise customer insights into clear themes and improvement opportunities.
• Help translate customer feedback into actionable improvements across teams.

Project & Campaign Coordination

• Support delivery of marketing and customer programmes by tracking milestones, actions and dependencies.
• Maintain project plans and ensure teams remain aligned and informed.
• Assist in preparing presentations, materials and assets for digital campaigns, communications and events.

Stakeholder Coordination

• Act as a central coordination point between Marketing, Sales, Product and Delivery teams.
• Maintain shared knowledge resources, customer information and enablement materials.
• Ensure stakeholders have access to up-to-date information, insights and reporting.

Customer Operations Support

• Help coordinate responses to customer queries and recurring themes.
• Monitor high-level indicators such as NPS and CSAT and contribute to initiatives that improve the customer journey.
• Support development of customer communications and touchpoints.

About You

You are organised, proactive and comfortable working with both people and data. You enjoy improving processes, coordinating activity and turning information into insights that help teams perform better.

We’re particularly interested in candidates who have:

• Some experience in marketing operations, customer experience, commercial operations, or a reporting/data-focused role (desirable).
• Strong organisation and coordination skills with the ability to manage multiple priorities.
• Confidence working with data, dashboards or reporting (Excel experience beneficial).
• Experience using tools such as HubSpot, monday.com, CRM platforms or analytics tools (desirable).
• Excellent communication and stakeholder collaboration skills.
• A proactive mindset and the ability to identify opportunities for improvement.
• Interest in customer experience, insight and service improvement.
• A willingness to learn and develop across marketing operations and customer experience.

A degree or equivalent professional experience is desirable.

Why this role?

This position offers the chance to develop experience across customer operations, marketing operations, analytics and customer experience within a fast-moving B2B environment. You’ll gain exposure to cross-functional teams, modern marketing technology and customer insight programmes while contributing to meaningful improvements in customer experience.