Keshia’s Story: Changing the Game as a Home Service Engineer
‘The team that I’m in are so supportive.’
Who are you, and what’s your role at Sky?
My name is Keshia Toolsee and I’m a Home Service Engineer based in Walsall. I joined the Home Service team, quite simply, because I needed a change. I put myself in a comfortable little box, said to myself ‘This is all i can do.’, but once I broke out of that box – I found so many more different skills available to me.
Once joining Sky, and meeting my colleagues; I found myself in a much better, healthier and happier place than I was previously. I’m very, very grateful for this role.
What support have you received so far at Sky?
After becoming a Home Service Engineer, one of the things that I’ve found to be very consistent is the support that I’ve received.
That support comes from the Regional Manager, to my Direct Line Manager, to my colleagues, to really the resources that I have available to me on my iPad – for general information or for my mental health. I have quite a lot of services available to me, they’ve been a very big support.
When I first joined, I was assigned a mentor and she was a great help at the start of my journey of being a Home Service Engineer. I’ll never forget that, because it’s really helped me along with my journey.
What’s the working environment like in the Home Service team?
The team that I’m in are so supportive. From day one, up until now, I cannot fault them. They’ve always supported me and I know that I wouldn’t be the engineer that I am now without them.
I know that I don’t need to hesitate when I need some help. I’ll just give the team a call ask them a quick question and they don’t mind helping at all even at the end of the day when they finish their work before me they’ll you know cash to need any help and they’ll come over or offer support in any way they can so i’ve been very supportive throughout this journey i’m very blessed
What’s the best thing about life in the Home Service team?
Some of the things that I’m most proud of is, number 1; that I get to put on the uniform. I love it! It’s very smart. Every morning, I feel great putting on my uniform.
I love going out to my jobs in my Sky van, but most importantly, I love being a Woman in this role. I love the support and encouragement that I get from other women within the business, from customers, from random women on the street. It’s absolutely great getting compliments and really being uplifted on a daily basis. They say ‘It’s great to see a Woman doing this role!’ and I’m glad that I can be part of being a woman that Sky and helping to progress change.
What’s been your biggest achievement in the Home Service team?
I would say my biggest achievement at Sky so far, is dealing with customers face to face.
In my last 10 years of customer service, I never thought that I’d be able to do that. I always had an apprehension of dealing with customers face to face. I didn’t know what to expect, but once I just jumped in and did the role, I found myself just being completely at ease.
It came so naturally to talk to customers one on one, and being able to be personable with them. I really enjoyed that aspect of my journey and I hope that it continues to grow.