Felicity makes a difference everyday and has believed and achieved to get where she is today
“You can achieve great things if you believe you can.”
Name: Felicity Ball
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? Customer Service for Sky Q, looking after a team of Customer Service Technical Experts.
How did you get into your role? I started here 5 and a half years ago in a Planning role, looking after call queues and making sure all customer calls were answered efficiently. I then moved into Quality, where I coached and gave feedback to our teams on improving the quality of their calls in our Contact Centres. I then became a Customer Experience Leader, and have been in the role for 3 years. Sky has been a great place to develop and progress.
How have you made a difference in your role / what’s been your proudest moment working here? I make a difference everyday, as I have to lead and inspire a team of people, to offer the best service possible to our customers. This could be resolving customer issues or thinking of creative and exciting incentives to keep the team engaged and motivated. My proudest moment so far has been when I was given the Customer Experience Leader role, because I worked so hard on developing myself in order to get the job.
What’s the most enjoyable thing about your job? The people. Inspiring and motivating people everyday, then seeing them achieve and flourish because of how you have supported and developed them, it’s the most enjoyable thing about my role.
Describe your contact centre - what makes it a great place to work? It’s fun, bright, friendly and everyone gives you a smile.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Sky has been a great place for me to develop and progress. My advice is, you can achieve great things if you believe you can.
Tell us an interesting fact about yourself. I’ve been a vegetarian for 25 years because when I was 9 I saw a liver in the local market that looked like it was alive, flipping and flapping everywhere (it was definitely alive) so I never ate meat again!