Episode Guest
Jeff Cleaven is a Field Service Technician at Virgin Media O2, helping customers across London stay connected by installing, maintaining and troubleshooting broadband, TV and phone services. Originally from South Africa, Jeff brings a people-first approach, a passion for learning and a commitment to delivering exceptional customer experiences.
Episode Partner
This episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country.
Chapters
0:00 Introduction
1:28 Meeting Jeff Cleaven
2:48 Jeff's first job teaching children to swim
4:22 Why Jeff walked away from becoming a pilot
5:20 Changing careers and taking risks
6:05 Jeff's advice for anyone starting their career
7:06 Finding mentors by showing up
8:19 A day in the life of a Virgin Media O2 Field Service Technician
9:34 Installing broadband and solving customer problems
11:04 How every career taught Jeff something valuable
12:13 Why customer experience matters more than ever
13:46 How to deliver exceptional customer service
16:32 The technical skills behind the role
17:30 Dealing with difficult customers
20:12 Lessons from protecting wildlife in South Africa
22:10 Becoming a Field Service Technician at Virgin Media O2
23:01 Career opportunities and apprenticeships at Virgin Media O2
25:01 Learning, training and support at Virgin Media O2
26:27 Jeff's Duvet Flip
27:42 Final thoughts
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