Customer Experience Specialist

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

The Customer Experience Specialist is responsible for delivering exceptional customer experiences across all customer touchpoints. This role focuses on the front-of-house point of contact for all meeting, event, workplace, and facility enquiries, providing a professional, dedicated, and reliable customer service experience. The role is responsible for managing meeting room and event space bookings through the booking system, supporting over 100 meeting rooms and event spaces across the building, and ensuring the seamless delivery of meetings, training sessions, and high-profile company events, both in-person and virtually.

The specialist works closely with employees, customers, contractors, service providers, and cross-functional teams to coordinate workplace services, resolve operational issues, support employee engagement initiatives, and continuously improve the overall workplace and customer experience.

The day-to-day

Events & Hospitality Management

• Act as the front-of-house point of contact for meeting room, event, workplace, and facilities enquiries, delivering a professional and customer-focused service.
• Manage meeting room and event space bookings, ensuring effective utilisation of over 100 meeting rooms and event spaces.
• Coordinate internal and external in-person and virtual events, meetings, workshops, and engagement activities, working with stakeholders to ensure successful delivery.
• Arrange event logistics including catering, AV, room setups, visitor access, and signage.
• Collaborate with Security, Reception, AV, Catering, Facilities, HSE, and external suppliers to deliver a seamless customer and workplace experience.
• Ensure meeting and event spaces are maintained and presented to a high standard.
• Manage event calendars, supplier invoices, and related administrative activities where required.
• Create and promote workplace communications, posters, and engagement campaigns through Slack and other internal channels.
• Deliver exceptional hospitality and proactively resolve operational issues to maintain high service standards.
• Support and assist with event budgets, supplier invoices, and service delivery where applicable.
• Manage and resolve team and operational challenges in a timely and professional manner, ensuring exceptional event execution and a consistently high standard of service delivery.

Customer Experience & Support

• Monitor customer interactions and identify trends, recurring issues, and improvement opportunities.
• Serve as the London site ambassador for employee engagement and events, coordinating activities across all Employee Resource Groups (ERGs) to ensure alignment, avoid scheduling conflicts, and identify opportunities for collaboration and increased engagement.
• Partner closely with the Customer Experience Manager to develop and deliver workplace experience initiatives that drive employee engagement, collaboration, and a positive office culture.
• Identify trends and opportunities to improve customer service, workplace experience, and event management processes.
• Build social engagement and awareness of workplace initiatives, wellbeing activities, employee events, and company programmes through the creation of internal communications, posters, digital content, and promotion through Slack channels and stakeholder engagement.

Workplace Operations & Facilities Management

• Raise service tickets and manage the onboarding process for new contractors, including arranging security clearances, site access, and access badges.
• Review contractor Risk Assessments and Method Statements (RAMS) to ensure compliance with site requirements and health and safety standards.
• Arrange, coordinate, and issue permits to work in accordance with company procedures and statutory requirements.
• Liaise with Facilities, Security, HSE teams, contractors, and service providers to ensure building works are completed safely and with minimal disruption to business operations.

What you'll need

• Exceptional customer service and relationship management skills.
• Strong event planning, coordination, hospitality, and workplace management experience.
• Excellent verbal and written communication skills.
• Strong organisational and time-management skills with the ability to manage multiple priorities.
• Problem-solving and conflict-resolution abilities.
• High attention to detail and proactive approach to service delivery.
• Experience managing contractors, facilities-related processes, and workplace operations.
• Proficiency with CRM systems, Microsoft Office applications, facilities management systems, and room/event booking platforms.
• Ability to work collaboratively with stakeholders at all levels.
• Professional, customer-focused, and service-oriented mindset.
• Maintains a calm, positive, and professional demeanour in fast-paced or high-pressure situations, demonstrating resilience and the ability to manage challenges effectively.
• Willingness to work flexibly and adjust schedules to meet changing business demands, event requirements, and customer needs.

What will help you on the job

• Experience in Customer Experience, Customer Service, Hospitality Management, Workplace Experience, Events Coordination, or a related field.
• Experience managing meetings, events, conference facilities, or hospitality services.
• Knowledge of customer experience principles, event management practices, and workplace services.
• Relevant qualifications in Hospitality, Business Administration, Events Management, or Customer Service are advantageous.

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.