Callum’s experience as a Contact Centre Apprentice in Livingston
‘I couldn’t recommend an apprenticeship enough.’
My name is Callum, I’m a Contact Centre Apprentice in the Livingston site.
What do you do as a Contact Centre Apprentice?
On a day-to-day basis, I would normally deal with customers who call through to ourselves to book a home move, so that’s where we transfer their services from their old property across to a new one once they move home.
When did you decide to apply for the Contact Centre Apprenticeship?
I wanted to be a Contact Centre Apprentice when I was coming towards the end of leaving school. I was never too interested in university and I much preferred to get myself a job to gain experience on the role.
Both of my parents used to work at Sky, so I always had an idea that this is where I wanted to come as well. I’d saw them all come up I thought that would be a great way to start up my career within Sky.
What influenced your decision to apply for the Contact Centre Apprenticeship?
I’d say that some of the aspects of me joining was to be able to develop myself- and with both my parents working for Sky, I knew how great they were when it came to supporting new people to the business with the amount of training and support it provides each of those individuals.
I saw that the apprenticeship that came up that would be an amazing way to learn things that I didn’t know before and how the whole work environment works.
What training did you receive as part of the Contact Centre Apprenticeship?
Part of the training that Sky provided started with a four week training course, where they taught us everything that we need to know about Sky; the different services that Sky offers, as well as what service we need to provide for our customers.
Part-way through our apprenticeship, we received further training into our mobile business. We were trained up on how to deliver that type of service to our customers with an additional skill set to be able to help everyone.
What development opportunities are there for you on the Contact Centre Apprenticeship?
I’d say that the apprenticeship is definitely a great way to develop yourself when it comes to your career. It can open up the possibilities that you have within Sky and you can start to learn about different aspects of the business.
You may find that there’s differently that you want to go into. You can always speak to different people from that area, or even your manager, and they can help you get into those areas if that’s something you’re looking to do.
What challenges have you encountered on the Contact Centre Apprenticeship?
I’d say that some of the biggest challenges that I’ve faced are the difficult situations with customers- it’s trying to find the best way to resolve their problems on the call.
Sometimes I’m not able to resolve it myself, but I know that I’ve got different kind of support network I can reach out to; whether that’s my manager or different colleagues.
We have regular check-ins with ourselves every week, where we can go on and discuss how well we’ve been doing over the past couple of weeks and areas that we’d like to improve.
We can ask any questions about anything that your unsure about. When it comes to support from our colleagues we’ve got different colleagues that are experts in different areas.
If we need a bit of advice on something that we’re trying to manage on a call that we’re not too sure about, we can easily reach out to them for a bit more information on what we’re trying to solve.
What support have you received during lockdown?
I’d say with remote working, it can be difficult just because you don’t have any colleagues next to you anymore and you’re kind of by yourself. Sky have solutions in place for us to be able to meet up with our colleagues on different team meetings.
We’ve introduced different things where we can take more time for ourselves, so we can go away and do different things that we want to do. That’s our time to use, so whether that’s having a chat with your colleagues or going out on a walk or a run you can do so – and that just gives you that break away from kind of being stuck inside during everything that’s going on.
Would you recommend the Contact Centre Apprenticeship?
Doing the apprenticeship is definitely going to support me in my career. It’s given me a great platform that I know I can start to build on over the next few years.
Sky has done a great job providing that for me and I know they’re going to be there to support me with different areas I may be looking to go into the next couple of years. I couldn’t recommend an apprenticeship enough for anyone that wants to try it it’s a great way to kind of build your career up.