Service Assurance Escalation Manager

PlatformX Communications; Manchester; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading connectivity provider in Manchester seeks a Service Assurance role to manage escalations and deliver high-quality service to customers. The ideal candidate will have a strong focus on customer satisfaction, technical knowledge, and problem-solving skills. This role offers a hybrid working policy, providing the flexibility to work from home while collaborating in accessible office spaces. Benefits include private healthcare, additional holiday leave, a competitive pension scheme, and various employee rewards.

Benefits

Free private healthcare

Competitive pension scheme

Bonus opportunities

Flexible working policy

25 days holiday plus extra days

Free broadband for employees

Qualifications

• Previous experience in a similar position focusing on escalations.
• Strong attention to customer satisfaction and detail.
• Ability to provide root cause analysis.

Responsibilities

• Manage escalations and issues to resolution.
• Demonstrate innovative problem-solving methods.
• Provide root cause outcomes and support BAU operations.

Skills

Customer service focus

Attention to detail

Technical knowledge

Problem-solving skills

Stress resistance

Job description

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.

Role Overview

Working as part of the TTB Service Assurance team you will play a key role in delivering the highest standards of service to our TTB customers. You will be responsible for managing escalation cases in regards to voice and data services. You will take ownership of faults and provide the appropriate action to resolve and manage the customer's expectations. You will communicate directly key stakeholders and establish the correct course of action to take to resolve the escalation.

Responsibilities

• Drive and case manage escalations and issues to resolution on behalf of our Partners and internal and external customers.
• Demonstrate Innovative methods to solve problems and look for opportunities for improvement.
• Represent Service Assurance in forums and meetings as requested by line managers.
• Proactively look for opportunities to resolve on-going/complex/repeat faults across all assurance teams.
• Provide RFO's on service assurance faults and provide input to business RCA's where applicable
• Provide root cause analysis on escalated tickets, providing outcomes to team and service managers for CSI
• Support Service Assurance BAU operations when required.
• Be an example to our people and help train, coach and mentor at team and individual level, and identify training requirements.
• Play a key part in improving our partner and customer satisfaction scores.
• Act as an internal escalation point for complex issues, including being an On-call resource for customers and colleagues during failed change or major incidents.
• Ensure that self and other team members are familiar with the Company's Business Management System and Information Security.
• Ensure that the area of control remains compliant with any auditory requirements and where appropriate act as an approver for reports, documents and processes.

Requirements

• Previous experience on similar position focusing on escalations solving
• Strong customer service focus and attention to detail
• Technical knowledge
• Experience in providing RFO
• Understanding of ITEL framework
• Creativity, self-reliance, stress-resistance

Great to have

• Experience in providing training to other team members
• Experience in telecoms

How we look after our employees

• Our brand new "PXC Flex" benefit launched in January 2025, 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 customer 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.