Virgin Media is to recruit an additional 700 engineers as it looks to enhance its customer service.
The company has announced that it will be insourcing all of its customer-facing install and service activity. It has also announced reforms to its regional partner structure and relationship.
The directly employed engineer workforce will increase by more than 700, taking the total number to 1,800. A number of the 700 engineers will brought in house from partners who previously carried out home visits for the cablenet.
Severina Pascu, Deputy CEO and Chief Financial Officer at Virgin Media, said: “Bringing our customer-facing installation teams and engineers into Virgin Media will improve the service and experience our customers get from Virgin Media. Understandably, with our brand and superior network, our customers expect the best from us and we’re continuing to invest to deliver on those expectations and become the most recommended brand in the sector.”
Last year, Virgin Media re-trained its engineers and installation teams for the launch of its Intelligent WiFi proposition. Further training is currently underway for those engineers joining the Virgin Media team.
By giving customers improved information about their services and connectivity performance in the home, Virgin Media believes customers will get a better overall experience and will see a fall in reported issues.
Virgin Media has also reformed its build partner model to provide a single point for the planning, expansion and maintenance of its next-generation gigabit network.
The operator has awarded five-year regional build contracts to six national partners across nine regions worth hundreds of millions of pounds per year in total starting from April 2020.
