Quality & Governance Coordinator
Locations: Salford Quays, Manchester
Time Type: Full time
Posted on: Posted Yesterday
Job Requisition ID: R0011425
About PXC
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 employ 1100 people across our 3 core sites (Salford, London and 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.
About the Role
This role supports PXC to deliver a brilliant customer experience, governed via a robust quality framework, ensuring strict adherence to all compliance standards. The role drives risk mitigation activity, co-ordinates and responds to regulatory information requests as well as communicating key standards and messages to our colleagues.
Key Responsibilities
* Able to communicate to a wide range of internal and external stakeholders in a clear and succinct way across a broad range of topics, formats, and applications.
* Ensures business messages and updates are clear and accurate within Trading Board packs, Compliance Committee submissions, Ops reporting, and Quality performance summaries, by engaging with key contributors and querying content where necessary.
* The role holder also supports broader engagement across the extended Ops Leadership team by coordinating content and planning our local People Leader Huddles.
* Proficient with Excel and other analytical tools and techniques to interrogate data efficiently. Able to complete root cause analysis on causes of process or quality performance issues, communicate clearly and succinctly findings and identify actions to remediate.
* Able to interact with external partners at a senior level to manage EDB performance in addition to timely escalations in relation to risk management.
* Able to interact proficiently with internal senior managers, including the Chief Operating Officer, Head of Regulatory Compliance, and Head of Quality & Compliance and Ops leadership teams. Understands the importance of regular interactions with stakeholders, the need to tailor updates according to the audience and the need to be consistent in both frequency and message.
* Takes ownership of performance and delivery and is able to track, monitor, and improve metrics to deliver the quality and compliance roadmap, to reduce PXC exposure of regulatory non-compliance and minimize the Emergency Database exceptions.
* Agrees stretching objectives with partners and stakeholders and proactively manages performance.
* Drives PXC adherence to ISO 9001, Ofcom General Conditions, Privacy regulations as well as Risk Management and Business Continuity policies.
* Is a Quality & Risk expert who understands quality and risk theories and principles to deploy critical frameworks, scorecards, and controls for monitoring PXC processes and colleague activity. These strategies will enable the Quality & Governance team to maximize great quality performance and mitigate the risk of non-compliance and poor service. Through this understanding, non-compliance is expected to be minimized through the identification of remedial actions and the effective enforcement of our policies and standards.
* Works closely with the 2nd line risk teams to investigate complaints raised to Ofcom, Trading Standards, or the ICO.
What Will Make You Successful in Your Role?
Essential:
* Strong communication skills
* Stakeholder Management
* Analytical Mindset
* Results Driven
Desirable:
* Quality and Risk Management
How We Look After Our Employees
Here are just some of the ways we recognize and reward our colleagues:
* True flexible working and hybrid working options available for staff
* Fantastic, accessible, and collaborative office spaces for those days in the office
* 25 days holiday plus your birthday off (you also get the option to buy up to 10 extra days holiday per year; your holiday allowance goes up with tenure)
* 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 birth
* Flexible salary sacrifice scheme including dental, gym, electric car scheme, and much more, 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.
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