John, Head of Sales Operations for our Dunfermline Contact Centre, shares his journey
“I’ve been here for almost 9 years, I started my journey as a Customer Experience Leader in our TV Retention team”
Name: John Rankin
Job title: Head of Sales Operations
What area of Sky do you work in and what do you do on a daily basis? I lead our Broadband Specialist Retention team in our Dunfermline Contact Centre. The team is just short of 500 people and we focus on helping our telephone and broadband customers find solutions. Within my team of Sales Managers, we focus on supporting and developing our people to deliver a world class customer experience and bring to life the amazing products and services we have here, to help make the lives of our customers easier.
How did you get into your role? I’ve been here for almost 9 years - I started my journey as a Customer Experience Leader in our TV Retention team, since then I’ve worked in our Customer Service Estate department. Through development and training here I now have the privilege of leading our amazing Dunfermline team.
How have you made a difference in your role/what’s been your proudest moment working here? Nothing makes me prouder than watching our people succeed. Seeing people grow, develop and take pride in their role, playing a part in something really special. I have been fortunate to lead a lot of people who I’ve seen go on to develop. One of my own proudest moments was being a part of the project team that brought Sky Q to life, this is a game changing product for television and watching it come to life from the beginning to now be in over 1 million homes, makes me immensely proud.
What’s the most enjoyable thing about your job? I love the fast pace, we never stand still. For us to continue to be the market leader and give great service to our customers, we need to continue to innovate and invest. Leading a team that gets to bring amazing things like Sky Mobile, Sky Q, Sky Atlantic (Game of Thrones) and so much more is just awesome!
Describe your contact centre - what makes it a great place to work? At nearly 500 heads it's not a small Contact Centre, but what never ceases to amaze me is the immense community spirit, passion and loyalty here. Everyone genuinely cares about what they do and this comes through in the amazing feedback we get from our customers. It’s this spark that makes the Dunfermline Contact Centre amazing. This breadth of talent and passion means that when we have opportunities, more often than not we are able to promote from within.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve been on an amazing journey here because we’re amazing at nurturing talent, and I am a huge advocate of this. Having started as a Customer Experience Leader and now being a Head of Sales Operation has been a whirlwind but an incredibly rewarding time. My advice would be to always be true to yourself, be the person you are and always look for, be receptive to and act on feedback.
Tell us an interesting fact about yourself. I was once in the TV ads for Norwich Union Direct (Quote Me Happy). Here’s the link: https://youtu.be/NbVG5yzlYKo