Michael Nash Email & Phone Number

England, United Kingdom

Dudley, United Kingdom

Support the street works statutory activity and represent Virgin Media’s Field, Planning, Civils and Build and Compliance departments. Support and liaise with internal departments, partners and Local Authorities in order to ensure compliance with the legislation, improvement in our working methods and processes.Providing support to the business on Sections 74's and Fixed Penalty Notices (FPN)

Dudley, United Kingdom

• Lead an off shore team for Street furniture plant enquiries into VM.• Liaison between different utilities for plant stats.• Support Network Expansion teams regarding NRWSA 1991 and the Highway Act 1980 from a Statutory perspective.

Birmingham, United Kingdom

• Leads a national operational team that had responsibility for support and delivery of fixes to Virgin Media street furniture in the most effective and cost efficient way• Budget Responsibility in excess of £9 million. Accountable for strategy and financial control of cost centre• Lead team to deliver against divisional strategy and operational plans • Defining and measuring KPI’s to continually improve operational performance • Managing the customer experience• Ongoing review of all processes to deliver against KPI’s to achieve short and long term objectives• Manage risks, escalations, complaints & exceptions ensuring customer service is not compromised• Improve vendor service and support through regular reviews/initiatives• Introduced essential morale enhancing initiatives after period of major change to increase employee satisfaction • Design and implement business continuity plans• Established effective communication channels to enable 24/7 notifications of issues• Performance management and feedback to team• Managing Chief Executive escalations through to resolution

Dudley, United Kingdom

• An integral part of the operational team that delivered the strategic direction and efficient delivery of all field support related operations for residential customers and field engineers for Virgin Media.• Managing a team of 20 back office staff, this was a pivotal role in the effective utilisation of field resource ensuring efficiencies for over 3k field based engineers, delivering over 12k visits daily• Key player in the development of a new employee Reward Scheme and innovative shift patterns (with the emphasis on lifestyles) for all operational functions• Delivering quality coaching and training to ensure that all employee targets are met • Performance management and feedback to team• Managing Chief Executive escalations to resolution• Reviewing working practices to produce new process for internal and external customers• Managing the customer experience

Dudley, United Kingdom

• Design and implementation of an automated routing solution into a back office operational team• Designed over 500 test scripts for the routing solution • Developed and delivered training for 150 back office users• Subject matter expert in the mobile workforce management tool that was used by 3000 field engineers• Extensive testing identified significate risks that were highlighted and solutions sought before go live• Produced and delivered all written processes to in excess of 3000 users