Angela talks about life at our Livingston Contact Centre.
“I can hardly believe the difference in my confidence, we are always told to believe we can do anything and are given all of the support and tools to enable us to do our job well”
Name: Angela Hood
Job Title: Inbound Retention Sales Advisor
What area of sky do you work in and what do you do on a daily basis? I work in our Livingston Contact Centre. I commute to work from Midlothian Edinburgh by car, where I get disabled parking right outside the building I work in. One of the reasons I choose to work here is because I’m registered disabled and heard this is a very supportive and diverse place to work.
I take inbound calls from our customers, who are considering leaving Sky for various reasons. I have effective conversations with my customers about their concerns and help them make the best choices for their household regarding the package or service that they have. Where relevant I then recommend new services that could help them make savings and hopefully help them keep the services they love and enjoy.
How did you get into your role? I’d been unable to continue in my job in community care due to my health and had no idea what I was going to do going forward. I’d been out of work for 2 years, when a friend suggested applying for a job here. I’ve been here since 2013 and never regretted it for a moment. The company have been very supportive of my needs and make everything accessible for me. I’ve never been made to feel different about my disability and have always felt included in everything.
How have you made a difference in your role/what has been your proudest moment working here? I’m known as the Mammy of the team, and try to give support to those who may be struggling or having a bad day (we all have them, including me). I’m always looking to keep the team morale up and often bring in home baking as a special treat.
I loved taking on the challenge of Live Chat, which was new to everyone in Retentions and felt so proud when I took my first chat and helped the customer make the best decision for them. When speaking to customers on the phone, you can get your personality across through pitch and tone, with Live Chat you really have to think about what you’re typing in case it’s taken out of context.
I can hardly believe the difference in my confidence, we are always told to believe we can do anything and are given all of the support and tools to enable us to do our job well. We’re also given the opportunity to experience working in different departments. I’ve relished taking on new roles and learning about all our new products.
What’s the most enjoyable thing about your job? Sometimes it can be tough working in retentions and you need to be resilient, not taking anything personally when dealing with customer queries. I love resolving issues for my customers and getting their seal of approval. I also love coming into work and being made to feel part of a fantastic team of friends I’ve made over the past 3 years.
Describe your contact centre – what makes it a great place to work? The centre is bright, cheerful and always a great atmosphere to work in. Even if your life outside of work is tough, there’s always someone willing to listen or make you laugh.
There’s always the opportunity to take part in whatever is going on in the Contact Centre. Xmas is great fun, as are most days here - there is always something happening and great prizes to be won. We’re also given fantastic benefits of free private medical insurance, which I’ve personally been very grateful for.
Also, we’re able to show our thanks to colleagues who have gone the extra mile to help or support others, through the Shine Award recognition. This is promoted on our internal social media channel Chatter.
Have you had the opportunity to progress in your role? There are always opportunities to develop your career. One example of this is going to new Contact Centres to help train new staff, or becoming a role model in your own department.
Recently I’ve had the opportunity to help with the teams call quality. I love assisting my team mates and helping them to understand changes, new products and how to include these effectively in our conversations.
What advice would you give to others trying to develop their career? To keep developing your skills and check for new roles/opportunities to go and experience other areas of the business. Always check out the development studio and last of all, when you have a fantastic idea, tell someone!
Tell us an interesting fact about you. I taught myself to knit! I couldn’t walk for a considerable amount of time due to an accident and didn’t want to just sit and vegetate.