Claire’s experience as a Broadband Tech Team Lead
‘We’ve got a huge support network around us.’
The story so far.
My name’s Claire Sellar. I am currently a Broadband Tech Team Lead for the South Nine area.
I joined Sky just over four years ago now and I originally came through the apprenticeship program within Home Service. Just over a year ago now, I secured the role as a Broadband Tech Team Lead.
What the job’s all about.
Within my team, I look after and work alongside 16 other experts. The key thing for a Broadband Tech Expert is that they’re there to service a customer’s broadband; this could be anything from something at their master socket or Wi-Fi related issues across their house.
The fantastic thing is the amount of tools and resources that our experts have to help our customers on site; this is anything from equipment in their tool bag, test hubs, phones.
We’ve even got pieces of equipment that’s called an air scout, which essentially allows our experts to heat map a customer’s house, look for interference and essentially optimize their in-home connectivity for them.
We’re in it together.
There’s a huge amount of support. It could be myself as a lead that they’ll call, whether it’s something customer related or technical related, but they’ll also call their colleagues.
We have a lot of experts that have championship areas; some that are better in the customer service side of it, some that are better in the networking side. They’ll have that go-to person that they can call if they’re stuck on a job on site.
If it’s something that they’re really struggling with, us as leads have full access to see their working day. We are able to add-in activities to do on-site support with one another.
We might move jobs around just to make sure that they can then go and help that individual to get the customer up and running again.
Learning and developing at pace.
One of the really interesting things about our Broadband Tech Team is how fast-paced it is. Obviously, at the moment technology is ever-changing and massively developing, so being in the position of the Broadband Tech expert is fantastic.
We’re always upskilling our experts with new learnings. They’re always getting new pieces of equipment, new tools just to support them on the job. It’s ever-changing, which is fantastic.
One of the really great things about being a Broadband Tech Expert is although you’re out in the field as an individual, completely alone, you’re not.
We’ve got a huge support network around us. You’ll talk and communicate with your team daily and you’ll even speak to experts that work in a completely different areas, because they’ll be a champion in some sort of extra skill.
You never actually feel alone – although you’re in and out customers houses all the time on your own.
All in on inclusion.
When it comes to diversity and inclusion within Sky, I definitely think it’s something that’s grown and massively changed in the four years that I’ve been with Sky. We’ve definitely committed to being more representative of the customers that we see on a daily basis.
I definitely think the Broadband Tech Team has become much more diverse. We have a lot more women in the different teams. We also have a lot of our BAME community joining, so it’s definitely becoming much more representative of the customers that we see every day.