Meet Ailish, Contact Centre Apprentice in Stockport
‘It’s not just work colleagues, it feels like a big family.’
Who are you and what do you on the Contact Centre Apprenticeship?
My name’s Ailish Kendrick, and I’m a Customer Service Advisor at Stockport Contact Centre. Working in a Contact Centre means that you get to talk to different customers every day.
It’s not the same every day. It’s always different, which makes it exciting to come to work because you just don’t know what you’re going to be dealing with that day.
Mostly, I deal with broadband, if there’s a fault or if a customer’s speeds aren’t right, but I can get calls where it’s fixing the TV.
Sky Q relies on connectivity, so there’s usually problems with connectivity and I deal with them and how to get customer’s services back up and running. Mainly; I troubleshoot customers, send out engineers, that type of stuff!
Why did you decide on becoming a Contact Centre Apprentice?
I decided to be a Contact Centre Apprentice because I dropped out of college and thought ‘I need to start my career somewhere.’.
I thought that Sky and the apprenticeship is the best way to do it, because you’re learning on the job and I’m a person that likes to learn whilst doing something – I thought that’s the best option for me to go down.
What skills have you built on the apprenticeship so far?
A big reason as to why I joined the apprenticeship was because of my confidence levels. I know that since I’ve joined this apprenticeship and joined Sky, my confidence levels have gone up a lot.
I feel like I was always just a person that just pleased everybody and did everything to make someone happy.
The people around me have helped me learn that it’s okay to say no, that’s not how it works, it’s okay to be strong and resilient.
Do you feel included within your team?
I definitely do feel like I’m part of the team here – especially since coming back into the office during coronavirus. It’s been a lot better, because work’s a social thing as well.
You come in and you just say ‘Hi!’ to everyone. They make you feel like friends. It doesn’t feel like, ‘Oh, I’m just coming to work’, go home and then have fun.
I feel like I can come to work and have fun and have friends here. It’s not just work colleagues, it feels like a big family.
How have you been made to feel supported during the pandemic?
I feel like Sky are doing a lot within the pandemic to make sure that people feel good and safe. It’s definitely good what they’re doing and they’ve put a lot in place.
When you walk in they have temperature scanners, there’s also signs, there’s a one-way system, people wear the masks, there’s social distancing.
Everyone’s very respectful about it and they make sure that the social distance rules are being followed, so I do feel safe at work.
How do you feel your career will develop during your time at Sky?
I feel like my career will develop within the apprenticeship, because I really excel within this job which I’ve noticed – it’s very good because I didn’t think I would.
Usually I wouldn’t think I could do this job because of what it is it’s like talking to customers, dealing with complaints and stuff. I was just like; That’s not me. I can’t deal with that.’, but I just give it a go.
My manager and people have trained me, made me feel comfortable and really helped me. I don’t think this job would be for me if they didn’t help me, but now that I’ve actually listened, took in what they’ve gave me and actually put my head down and gave it a go, it’s like it couldn’t be better.
I feel like I am going to work my way up in Sky.