The Challenge:

Becoming the front line of Virgin Media's brand, ensuring every customer received a positive experience of installation of their new ultra-fast broadband or new digital TV service at their home or office.

As representatives of the company's brand, the team were required to continuously deliver a high-performance and customer-focused service while coping with high levels of demand across a wide geographical spread. Logistics and resourcing would therefore be key to success, ensuring all appointments were scheduled to meet Virgin Media’s sales plan. This would require 800+ trained and accredited field force engineers, with all installers and operatives trained to be brand ambassadors.

An additional challenge was delivering on new network build (fibre/FTTP) and other special projects, including delivery of Project Lightning, a new fibre network build, and special projects, including Learning Grid for London (schools’ fibre) and the London Underground Wi-Fi roll-out.

The Solution:

Achieving high levels of customer service was the priority from the start. Dedicated customer service training programmes were set up, ensuring front line staff met both Virgin Media’s and our own training and standards levels.

This allowed us to send out a workforce in Virgin Media-branded workwear, driving Virgin Media-branded vehicles confident that they would protect and enhance the brand. These standards are maintained via the Net Promoter Score mechanism, which records positively only when we do well enough to be recommended to a friend.

Dedicated in-house recruiters and resourcing partners have helped maintain these levels of skilled staff. Recognition, reward and personal development systems ensure staff are retained and an apprenticeship and trainee programmes creates tomorrow’s workforce whilst giving back locally.

For new build and special projects a dedicated and separate delivery structure was created, to enable projects and installations to focus on achieving success with each individual project.

The Impact:

  • Every year more than 1,000,000m of new fibre network is laid by Kier's Virgin Media branded staff, and every month 9,000 residential and 1,000 business customers receive a positive customer experience from the installation of ultra-fast broadband or new digital TV
  • This has led to the team being re-awarded the framework in 2002 and additional parts of the country added to the contract in 2009, 2011 and 2015
  • The apprentice programme has brought a steady flow of new staff to the project, staff who reflect the diversity of the communities we serve on behalf of Virgin Media, with 54% of the current intake being BAME
  • Special projects have also improved connectivity and digital access throughout the UK, including. the initial Tube Wi-Fi roll-out ahead of London 2012, which required close collaboration with Transport for London
" I'd like to take this opportunity to formally pass on my personal thanks for the work you and your teams have carried out to date with us on our Wi-Fi project… the results you have accomplished and delivered have been carried out in an extraordinary period of time - doing in months that which would usually take years. This has been a truly outstanding piece of collaborative work. "
Steve Townsend Chief Information Officer London Underground Limited on the Tube Wi-Fi roll-out

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