Andela’s been able to broaden her experience and skills through experiencing a variety of roles with us.
“I have had the opportunity to develop, especially whilst I was on the Graduate scheme”.
Name: Andela Sitar-Brown
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I work in Sheffield’s Sky Q Broadband department, leading a group of fantastic Customer Service Advisors. Day-to-day, I manage their performance, support and help them.
How did you get into your role? Whilst I was in my last year at Sheffield University, in 2011, I started as a part-time Advisor at the Sheffield Contact Centre. I really enjoyed working here, so joined the Customer Operations Graduate scheme in 2012. I worked at a number of different sites and in some different roles during my 2 years on the scheme, which broadened my experience. When I completed the scheme, I returned to Sheffield as a Customer Experience Leader on a permanent basis.
How have you made a difference in your role / what’s been your proudest moment working here? My proudest moment working was when I became a finalist for the 2014 CCA Awards in the Manager category – I was very proud to be nominated for what I had achieved in a short period during the Graduate scheme.
What’s the most enjoyable thing about your job? I love presenting to my team, ranging from new system launches to talking about the latest package and price changes. Ultimately, I like helping our people become the best they can be and seeing them develop.
Describe your Contact Centre - what makes it a great place to work? Sheffield is a fun and a hardworking site. We often have fun incentives and initiatives going on. As team leaders, we have the autonomy to lead our team and deliver the best results. I can see clearly why Sheffield won Contact Centre of the Year in the 2014 CCA Awards!
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I have had the opportunity to develop, especially whilst I was on the Graduate scheme. I was able to work as a Customer Experience Leader in Sheffield, followed by working in Planning with our partner sites in Dunfermline, and then as a Customer Experience Manager in Leeds for a year. The best advice I can give for others trying to develop is to identify and take on developmental assignments. Be realistic, find the right challenge, and work hard to get yourself noticed.
Tell us an interesting fact about yourself. I am very international – I was born in Portugal, and also lived in Croatia for a number of years and recently lived in Scotland too. I love to travel and explore the world!