“Prepare yourself for success.” says Steven
‘I can lead, mould and grow along with a modern and innovate brand. They have a strong operating model but so do I.’
How long have you worked at Sky?
3 Years and 6 Months
How many roles have you had since you’ve been at Sky?
Two roles in total. When I joined I worked as a Service Manager for Sky Business for 3 fantastic years and have just recently moved into the Customer Operations Assurance Leader role in which I am loving.
What’s your top tip or advice for someone looking to develop their career?
As a passionate people manager, I believe that development is vitally important whether it is in role development or developing towards your next role. If I was to give one piece of advice I would recommend driving and owning your personal development plan. Set yourself goals that you want to achieve over the year, take it along and discuss with your manager at 1-1’s and if it is a role you are looking towards utilise our Sky development studio and take the option to go and shadow.
What do you specialise in?
At current I specialise in Performance and Assurance where I own deliverables across work-streams such as NPS, Sky Mobile, Change Test & Learn and Early Life Contact. I drive regular insight and Analysis through my teams to identify potential gaps or opportunities to improve process, journey or overall experience for our customers and the business.
What does a typical day for you look like?
Every day is different which I love. I look after both inhouse and outhouse teams which are based here in the UK as-well as off-shore which adds extra excitement as I get the chance to work across various areas as-well as lead and develop multi-cultured teams which is exciting.
My day can be varied I may be leading one of my teams across a key project, delivering coaching or even providing insight to Senior stakeholders from Operational Managers to Director level.
Not one day is ever the same the role offers variety and option to mould and shape how we do things.
Do you have a long term career goal, if so can you tell us more about it or how it’s changed over time? I have worked in various roles over my career to date first starting as an Analyst in a FMCG company before moving into more operational roles from being a Customer Service Manager to Contact Centre Manager as-well as doing a stint as a Training and Quality Manager.
For me I loved my time as a Contact Centre Manager and the daily buzz that I got from doing the role. I learned a lot from the time I done the role so would be keen to progress my career within this area again and see what the options within the business hold for the future.