Jeopardy Escalation Manager in Manchester

We are PXC, the UK’s largest provider of wholesale connectivity. Our vision is to be the UK’s #1 wholesale platform, a one-stop shop provider of connectivity, voice, cloud and security underpinned by the UK’s most robust, secure, resilient and reliable network. Born from the combination of Virtual1 and TalkTalk’s wholesale services and national network business, we operate across our 3 core sites (Salford, London and Skopje, North Macedonia). Our mission is clear, to be the UK’s best company to work for and best to work with. We believe this success is driven by the power of our employees. We empower our people to become true experts in their field who embody our values every day: we care; we challenge; we commit.

As part of PXC’s Service Delivery department you will be supporting the Jeopardy team, playing a key role in delivering the highest level of service to PXC and Consumer Services Customers/Partners enhancing the overall delivery experience. You will work alongside key stakeholders managing a dynamic workload comprising of high-level escalations, new products, bespoke managed services and ad-hoc projects across both Service Delivery, Assurance and Cease teams. Escalation managers are required to deliver the highest level of service to PXC’s user base whilst providing support to key projects and the development and implementation of new products and systems.

• Owning & Managing level 2 and 3 service delivery escalations & defined jeopardy orders with the customer and supplier. Act as the escalation point through to resolution.
• Taking full ownership of the escalation and using strong problem solving and analytical skills, the Jeopardy Agent will carry out thorough investigative actions required whilst using the appropriate systems available and ensuring clear and consistent communication is provided directly with the customer and support teams to establish the correct course of action to resolve the jeopardy situation/complaint including outside of business hours where necessary.
• Drive continuous improvement through root cause analysis to reduce the number of escalations / jeopardy orders.
• Working with Supplier Management, Business Improvement, and internal resolver groups to improve escalation/delivery processes, deliver best practice and improve the CSAT and Customer experience.
• Support peer managers in Service Delivery so that jeopardy & escalations can be managed without disrupting business as usual delivery functions whilst work closely to drive ongoing improvements to prevent and reduce jeopardy and escalation volumes.
• Provide dedicated SME support to Key partner as needed and provide ongoing escalation and project management support for their critical or reputationally sensitive orders.
• Requirements include ad-hoc or dedicated reporting and conference calls for their assigned partners in addition to site visits if needed.
• Support the development, rollout, and testing of new products and/or systems as needed and provide SME support where needed.
• Provide dedicated order management and onwards customer support via a managed service to partners including end to end order management and escalation support, direct end customer contact for the purpose of appointing and managing complex delivery scenarios.
• Escalation managers will be required to work flexibility across multiple PXC products and services whist demonstrating strong time and workload management skills and working to strict deadlines.

• Excellent Relationship Management experience in B2B & B2B2C environments inc. Vulnerable.
• Be able to work under own initiative and make decisions quickly.
• Experience of managing stakeholders.
• Good analytical and problem solving skills.
• Experience in improving processes.
• Out of hours support will be required.
• Experience managing complaints and high-end escalations.
• A good understanding of BT OR delivery/jeopardy models in B2B & B2C markets.
• Comprehensive knowledge of product /industry delivery cycles.
• Detailed understanding of the different types of on-net access bearers.
• Detailed understanding of off-net products.
• Formal Business Process improvement experience.

How we look after our employees:

• Our brand new “PXC Flex” benefit which includes Flex30, an additional 30 hours of leave every year for you to use how you wish.
• Our hybrid working policy offers you flexibility to work from home as well as connecting with your colleagues in one of our accessible and collaborative office spaces.
• A starting holiday allowance of 25 days holiday and up to 10 extra days leave via our holiday purchase scheme.
• Free private healthcare for all employees, competitive pension scheme and the opportunity to earn bonus.
• Free broadband for all employees plus gifts for major life events such as marriages and births.
• Flexible salary sacrifice scheme including dental, gym plus a huge range of shopping and leisure discounts so you can save even more cash.
• A range of inclusive employee networks to help integrate employees into life at PXC.

At PXC, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.