From Apprentice, to Team Leader: Jonny’s story
‘Looking back, it was one of the best things I ever did.’
What’s your name and how did you start your career at Sky?
My name is Jonny Murphy. I’m a Customer Experience Leader at Sky Stockport. I came in as an Apprentice Customer Service Advisor.
I spent a year on the phones learning how to do what we do and also got a qualification alongside it, which is a level two NVQ in customer service. From there, I just started networking and speaking to people and volunteering to do stuff.
Did you have any concerns before starting the Contact Centre Apprenticeship?
I started my apprenticeship at 27, which probably older than what people traditionally do apprenticeships at.
Looking back now, I was a little bit sceptical about whether I was too old. I was turning up to work and doing this apprenticeship with people who have just left college, but actually looking back it was one of the best things I ever did.
What support is available on the Contact Centre Apprenticeship?
I was a little bit nervous on day one, worried about ‘I don’t know anything about broadband! I don’t know how the telly works! How can I be expected to fix that!’.
The brilliant thing about Sky is the the amount of support that they give you is unreal. It really is. We’ve got a tool for everything. You’re never more than two foot away from someone willing to help you.
We’ve got teams chats, we’ve got teams calls, we’ve got SME’s where we call them – these are people whose job it is to just know everything and help you out when you get stuck. We have such a vast knowledge base that is full of content about how Sky works and how to fix any issues that we have.
The support has just been there for me from day one.
What are the main misconceptions about working in a Contact Centre?
I think one of the biggest misconceptions about working for Sky in a Contact Centre is that it’s dull and it’s boring, because it just isn’t. Yes, there is an element of the job which is sitting with a headset on and taking calls from customers. That we can’t get away from.
What we can do though, is make sure that the background to that is one of engagement, fun and people actually enjoying themselves.
I know I never laugh as much in my life as I do when I’m at work. There’s always something going on and whether a Christmas party, we have a summer party, we have games and incentives.
There’s not a week goes by without someone pushing a trolley around with sweets on, and then in summer they swap the sweets out for ice creams because it gets a bit warm. It really is a brilliant, fun place to work.
Is there a culture of inclusion within our Contact Centres?
We’re massive advocates here of inclusion and diversity and making sure that everyone can genuinely be themselves from whatever background they happen to come from.
What is the best thing about working in our Contact Centres?
The best part about working in the Stockport office, hands down, is the people that you work with and the people that you meet.
I have met some of my genuine best friends in real life in this place, and I would go to the ends of the earth for the lot of them. I really have met some absolutely amazing people.
What advice would you give to someone looking to apply for a Contact Centre Apprenticeship?
The advice I would give anyone looking to start an apprenticeship would be, as my Grandad used to say, just grasp the nettle. Just go for it. Press the button. Press apply.
It doesn’t matter who you are, where you’re from, how old you are. If you have got a passion for customer service, then you are the type of person that I want to work with. If you can have a laugh, added bonus.
We need all sorts of different people to make this place the best it can be and to provide the best customer service in the world. That’s what we’re out to do.
My advice? Just get it applied for and we’ll give you all the help you need when you turn up on day one.