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Meet Callum, Service Performance Analyst

‘Through the Personal Pathways programme, I was able to move into Technology.’

Callum MacIver

Service Performance Analyst, Watermark, Livingston

Customer facing /content | 26 May 2023 | 8 mins

As a Service Performance Analyst at Sky, my role is to work as part of our TV Services team to ensure high levels of performance across all TV-related products and services.

This includes monitoring, maintaining, and improving the customer experience, through the use of analytics to identify areas for enhancement. We put in place solutions that increase the quality of services provided.

Additionally, I consider service economics to ensure that our services are efficient, cost-effective, and provide value to both customers and the company. In the TV Services team, we seek new ways to improve the customer experience while maintaining efficient and cost-effective service delivery.

Our team operates in all markets to deliver excellent customer satisfaction. We pride ourselves on our ability to use data-driven insights to optimise the performance of our services.

Describe a project, or career highlight where you were able to make a difference.

One of my career highlights at Sky was when I identified an opportunity to improve a process that would enhance the customer experience and increase satisfaction. Through careful analysis, I was able to implement a new process that would ensure a smoother experience for our customers.

The impact of this change was significant. I was thrilled to see the positive feedback from our customers who appreciated the improved experience. It was a great feeling to know that I was able to make a difference in the lives of our customers and contribute to their satisfaction with our services.

This project was a great reminder of the power of continuous improvement, and the positive impact that small changes can have on the customer experience.

I am proud to have been a part of this project and to have contributed to such a meaningful improvement at Sky.

At Sky we’re always challenging ourselves to deliver the next big thing. Describe what that’s like and why it’s exciting

One aspect of Sky’s commitment to innovation and growth is the Personal Pathways programme. This programme provides an opportunity for colleagues to explore new areas of the business, learn new skills, and gain valuable experience.

As someone who has been a part of this programme, I can attest to the positive impact it has had on my career and personal development.

Through Personal Pathways, I was able to move from our Customer Service team into Technology. I was supported by a dedicated team of colleagues who provided guidance, mentorship, and training to help me succeed.

This experience has been invaluable in helping me grow as a professional and expand my skill set. I’m grateful to Sky for providing this opportunity.

Initiatives like Personal Pathways are a testament to Sky’s commitment to inclusivity, growth, and innovation.

How is Sky an inclusive place to work where you can be yourself

I recently joined a new area of the business at Sky, and I must say, the experience has been fantastic.

I was welcomed by my team with open arms, and I felt like I belonged from the very beginning. The level of support that I received was amazing and allowed me to thrive in my new role.

My colleagues were always willing to answer any questions I had, and my manager made sure I had all the resources I needed to succeed. Being in a new role can be daunting, but the support that I received from my team made all the difference. It was reassuring to know that I had colleagues who were always there to help me and provide guidance when needed.

The inclusive and supportive work environment at Sky made me feel valued and empowered, and I am grateful for the opportunity to be part of such a great team. I believe that Sky is an inclusive place to work where individuals can be themselves. The company culture promotes continuous learning, growth, and development, and this is evident in how employees are encouraged to pursue their interests and develop their skills.

I am grateful for the supportive work environment that Sky provides, which has allowed me to thrive in my role and develop both personally and professionally.

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