James Veitch

• Lead a team of Access Field Technicians responsible for delivering and repairing residential and small-office installations on the Virgin Media O2 network.
• Manage full cycle of operations including CPE oversight, quality audits, technical coaching, KPI monitoring, performance reviews, one-to-ones, and high-level escalations.
• Ensure strict adherence to technical standards, statutory requirements, and internal processes while maintaining excellent customer and stakeholder relationships.
• Expert user of key backend platforms: Badger, SCV, GCOMMS, ServeAssure, and ICOMMS.
• Resolving customer complaints in a timely manner in order to promote customer trust and ensure low overall volumes.
• Liaise closely with contractors, aligning their efforts with organisational goals.
• Established robust communication channels for improved team coordination.
• Facilitated team meetings regularly maintaining open communication channels within the team.

- Performed comprehensive on-site and remote quality audits for installation and service delivery involving in-house and contract field technicians across eastern Scotland, consistently upholding Virgin Media quality benchmarks and minimizing customer complaints.

- Evaluated end-to-end technician performance—including install standards, repull/pre-pull accuracy, soft skills, safety compliance, and behavioral alignment—delivering actionable feedback and coaching to elevate service excellence.

- Managed and developed a workforce of 100+ technicians across 8 teams, monitoring KPIs, conducting performance reviews, and ensuring full adherence to Virgin Media’s values (Brave, Real, Together), resulting in sustained target achievement and improved team engagement.

- Gained extensive regional expertise through frequent travel and field immersion across Scotland, building in-depth understanding of local geography, property types, and diverse Virgin Media network topologies to inform audit processes and operational improvements.on and service delivery involving in-house and contract field technicians across eastern Scotland, consistently upholding Virgin Media quality benchmarks and minimizing customer complaints.

• Executed installation and maintenance of Virgin Media services in customer homes, utilising technical expertise to resolve issues promptly and efficiently.
• Delivering great customer service by engaging with every customer on their needs, adapting to their personality and proving an outcome that they were happy with.
• Engaged in growing the business from within by generating leads for both new customers and upselling RGUs.
• Working closely with other teams such as the Network team in order to ensure customer faults were resolved promptly.
• Mitigated risks by following established safety protocols.
• Ensured safety standards were met through regular inspections.

• Installed, tested, and commissioned telco and broadband solutions to ensure optimal performance.
• Travelled extensively to various sites for hands-on problem-solving.
• Resolved technical issues swiftly, minimising downtime.
• Initiated preventative maintenance procedures, extending equipment lifespan.
• Worked in both the consumer and B2B sectors.

- Managed appointment scheduling and resource allocation for 500+ Field Engineers supporting multiple major ISPs, ensuring maximum efficiency and minimal downtime.

- Proactively resolved appointment issues including no-access visits, late arrivals, and customer rescheduling to maintain service levels and customer satisfaction.

- Conducted post-visit quality calls to verify all key touchpoints were delivered on every job, upholding service standards across the operation.
Led large-scale outbound campaigns (including TalkTalk’s “Speed Optimisation” programme), personally working through a database of over 12,000 customers with underperforming broadband to drive upgrades and resolution.

- Coached and mentored call-centre staff on communication techniques and customer service excellence, improving team performance and professionalism.

- Handled 40-60+ inbound calls per shift in a high-volume Billing and Customer Care team, consistently achieving 95%+ first-contact resolution and meeting all key performance indicators (KPIs) including average handle time and quality scores.

- Resolved customer billing and account inquiries via phone, email, and written correspondence with strong attention to detail, reducing escalations and contributing to improved customer satisfaction metrics.
Utilized proficiency across diverse CRM, billing, and telephony systems to deliver accurate, efficient support and keep customers fully informed throughout issue resolution.

- Maintained high levels of speed, accuracy, and service excellence in a KPI-driven environment, enabling the team to serve maximum volume while upholding top-tier quality standards.