Allana shares what life at our Glasgow Contact Centre is like.
“The Glasgow Contact Centre is buzzing with enthusiasm, each day everyone comes to work to be their best and make a difference”
Name: Allana Brown
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I’m based in the Glasgow Contact Centre, working in the retentions department. My role is to lead, motivate and inspire a team of fantastic Advisors, encouraging them to be at their best and deliver an exceptional service to our customers.
How did you get into your role? I started within the Service department on TV Technical and transferred to Glasgow as an Advisor in back in 2012. During my time here, I progressed to become a Subject Matter Expert (SME), which I enjoyed and the role helped me to develop my coaching skills. I was then able to progress into a Deputy Customer Experience Leader and then a Customer Experience Leader in July.
How have you made a difference in your role / what’s been your proudest moment working here? I’ve had a lot of proud moments at my time here, one of my proudest was when three of my team members were promoted to SME positions and another became a Deputy Customer Experience Leader, after helping them to develop and prepare for the roles.
What’s the most enjoyable thing about your job? I truly love my job and the people I work with, it’s like having an extended family here.
Describe your contact centre - what makes it a great place to work? The Glasgow Contact Centre is buzzing with enthusiasm, each day everyone comes to work to be their best and make a difference. We’re able to work together to make a difference and do the right thing by our customers.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve had fantastic opportunities to develop here and if you work hard the rewards are great. Being yourself is the best piece of advice I could give.
Tell us an interesting fact about yourself. I can play the drums!