1. STEVEN JOHNSON
24 Walton Place York North Yorkshire
(Home) 01904 332233 (Mobile) 07896865979
Steven.Johnson@virginmedia.co.uk
PERSONAL PROFILE
Dynamic, motivated and enthusiastic manager with the passion, drive and desire to make a difference
through embracing change and innovative planning. Ability to compile vision for the team, linking
individual contributions to business plans through clear and realistic objectives, able to recognise and
create a supportive environment enabling people to have the freedom to contribute and most
importantly, deliver. Leading by example through a "can do" attitude, as well as demonstrating
flexibility & adaptability while seeking continuous improvement.
PROFESSIONAL DEVELOPMENT AND COURSES
NEBOSH Environmental Health & Safety General Certificate (Pass with Credits)
Diploma Professional Diploma in Management Studies (5D1)
Diploma Introductory Management & Leadership
NVQ Training and Development Level 3
NVQ Communication Technologies (Systems) Level 3
NVQ D32 & D33 Assessor
City & Guilds A1 Assessor (A1)
City & Guilds Senior award in Leadership and Management
Certificate Strategic Management & Leadership (7C1)
AREAS OF EXPERTISE
Performance Management Customer Relations Health and Safety
Project Management Compliance Planning
Budget Control Meeting Deadlines Development
CAREER SUMMARY
Area Manager Virgin Media 2010 to Present
Key roles include effective delivery of a positive customer experience for Virgin Media customers,
ensuring timely installation and fault repair for consumer services, and small business customers.
Responsible for the management of partners and third parties to ensure a seamless and consistent
Virgin Media service is provided to our customer base. Ownership of day-to-day operational outputs
in respect of the agreed volume and quality of work and the achievement of KPIs including Net
Promoter Score (NPS), completion rates, productivity targets & new business generation. Additional
responsibilities include working in partnership with other managers within the Customer Division to
achieve a seamless end-to-end customer experience in conjunction with the "Voice of Our Brand"
framework.
Key Achievements:
• Covering Head of Department when required, working alongside key departments within the
company and enhancing performance within regional teams.
• Project lead nationally for design and delivery of new performance equipment presenting to
CEO’s and directors.
• Implementation of a successful customer satisfaction survey achieving unprecedented area
results of 100% across all 14 categories in a 24 month period.
• Reviewed and implemented performance and behavioural change to enhance people and
team engagement resulting in 25% performance improvement across three individual areas.
• Innovative design of visual displays nationally to drive awareness of key company objectives.
• Recognition of achievement nominated and won Grow Big award for professional
contributions 2013 at both regional and national level.
CV/SRJ/02/16

2. • Project management lead in key objectives (The 1 Right Way, Project Fit) resulting in
innovative change to drive a more consistent joined up approach across within the company.
Armed Forces (Army) 1986 to 2010
Successful 24 year career achieving the Rank of Warrant Officer Class 1, Responsible for cost
management, monthly reports, procurement advice and liaison with contracting authorities. Other
duties include day to day running of the company and all welfare, discipline and career development.
Key Achievements
• Reviewed and implemented UK Armed Forcers policies and procedures for reporting of Non
Freezing Cold Injuries (NFCI). Enabling accurate collation of data resulting in a 2% reduction
of claims for significant injuries whiles conducting phase 2 military training.
• Achieving the successful induction of 24 new members of staff and the promotion of 5 junior
managers over a two year period.
• Consistently achieving and surpassing Key Performance Indicators.
• Maintaining good staff relations through effective communication, leadership, discipline and
motivation.
• Reviewed and implemented training and development program for external Voluntary
Agencies, increased output and competence targets from 56% to 79%.
• Established a comprehensive, detailed, easy to manage spread sheet, managing individual
levels of achievement and further training for desired careers, now being implemented by
voluntary agencies to track, monitor and confirm levels of training required for annual
bonuses.
PERSONAL INFORMATION
Married for 25 years to Julia,
Two children, Thomas and Carole
Full clean driving licence
CV/SRJ/02/16