Kim shares her proudest moments and what she loves about working at our Glasgow Contact Centre.
“We have great facilities, it is a lovely place to work in and there is a family culture here...I have a work wife, a work husband, a work brother”
Name: Kim Little
Job title: Customer Experience Leader (CEL)
What area of Sky do you work in and what do you do on a daily basis? I work within the Retentions department. There is no typical day for me – each one is totally different! I have a fabulous team and I’m fortunate enough to have had the same team for a number of years, so I can depend on them to do the right thing for our customers. This allows me time to focus on engagement and development for my team, and myself.
How did you get into your role? I started on the phones as an Agent and then I became an Accredited Trainer, but I missed the operations floor so I moved back to take to the challenge. After a few months I was successful in becoming a Customer Experience Leader (CEL) and I’ve been working in my current team for a couple of years now.
How have you made a difference in your role / what’s been your proudest moment working here? My proudest moments are honestly when my team have successes. Our team are consistently great when it comes to feedback, for me, this is a reflection of the passion and care they have for their job – I am really proud to be their CEL.
What’s the most enjoyable thing about your job? Everything is subject to change! No day is ever the same – you always need a plan b!
Describe your Contact Centre - what makes it a great place to work? We have great facilities, it is a lovely place to work in and there is a family culture here in our Glasgow Contact Centre. I have a work wife, a work husband, a work brother – the people here are what makes this place special.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I believe there are outstanding opportunities for those who are ambitious and committed. There are high expectations but we are definitely rewarded when we put the effort in. My advice to anyone looking to progress is to have a structured personal development plan, update it regularly and be open to every opportunity that comes your way!
Tell us an interesting fact about yourself. I’ve had dinner with Sean Connery – just ask me if you want the details!