Karen and her team work super hard and have a number of awards to show for it!
“We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things”
Name: Karen Chalmers
Job title: Head of Customer and Advisor Experience
What area of Sky do you work in and what do you do on a daily basis? I work within our Sales department. I have a fantastic job as I get to look after the experience we provide to our customers, as well as the people in our Contact Centres and Retail teams. I see my role as being their voice and looking for ways to engage and inspire them every day.
How did you get into your role? I worked has a Head of Site when I joined and had a lot of success by focusing on my people and customers. I was recognised for doing that and asked to set up the first Quality Team to focus even more closely on the service we were providing. It was very clear that the key to our success with customers, and ultimately our business is putting our people and customers first.
How have you made a difference in your role/ what’s been your proudest moment working here? I have so many, that is what I love about my role, everyone works together and focuses on what our goals are. I won a Believe in Better award for my leadership and development of others which was amazing, but I’m equally proud of our collective success, for five quarters in a row we achieved Best in Class for complaints by Ofcom for all products! And finally, my team won Best Customer Experience Team at the Contact Centre awards - what a great few years we’ve had!
What’s the most enjoyable thing about your job? Always the people. We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things. That’s what I love about working here, we’re brave and courageous.
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 so many opportunities here, and my advice is to network, network, network and don’t play small. Sometimes we talk ourselves out of applying for new jobs, or trying new things. I always say “Go for it”, you have nothing to lose, but lots of gain. Be brave and get out there, be curious.
Tell us an interesting fact about yourself. I was once held up at gunpoint, thankfully I survived!