I work in Sky Dunfermline as part of the CSG team as a Customer Service Advisor. My role involves managing a range of customer queries, including technical support, account management, and vulnerable call types.
I would describe my team as driven and supportive - we consistently achieve targets and motivate each other to maintain performance throughout the week. Since completing my apprenticeship, I have gained valuable opportunities, including supporting new starters and stepping in for my leader, and I have now secured a new role within Sky in Business Change.
Coming into Sky at the age of 16 I honestly didn't know what to expect, I really didn't like school, and I just felt like I needed to get into that working environment.
Since being at Sky there has been unlimited opportunities, there are so many routes to go down in your career.
Personal Pathways programme is a massive one, where you can get 12 months experience in a new role while still having your current job to fall back on.
What platform does Sky provide you to have engaging and supportive conversations for our customers?
While on calls to our customers there are various tools to help us; tools like OneHelp, Atlas and many more. These give us all the information we need to give to our customers; we do not need to remember it as we will all have the correct info to give.
It also helps massively to learn about our products and share that knowledge with our customers.
With all the tools we have available to use we have great knowledge of all our products.
We get a monthly time to learn - this is where we get an update on all things going on at Sky and any key changes that we need to be aware of.
This gives us a great understanding, so we know the information to give to our customers when the time comes.
What has been a career highlight/project for you that allowed you to make a difference?
A massive career highlight for me is being selected to facilitate and lead the training in our 'Street to Seat' programme in the Accessibility department at Sky.
We recruited brand new advisors into this department, my role was to deliver content to the learners ensuring all content was embedded and coaching them throughout, right up until they are ready to take calls.
What about your role makes you feel excited, ambitious, and inspired?
Working for a company like Sky definitely give you that ambitious and inspired feeling and that never goes away.
Even if it is looking at the job board weekly seeing all the different areas of the business it gives you something to inspire to if there is anything that you are interested in, or even if that is that you are settled in your role currently and are ambitious in smashing your targets weekly.
How would you describe the inclusive environment at Sky?
At Sky you can really feel the inclusive environment.
There are many wider activities that you can get involved with on-site and through an organisation such as Outwith, a Scottish charity that focuses on outdoor activities and personal development. I volunteer weekly at a charity called 'Sporting Memories' where I collab with the group, make the teas & coffees and play sporting activities for the groups to get involved in.
In your role, what are the best perks and benefits at Sky?
I think the one that we will all know of is the Free Sky TV, this is obviously a huge benefit that Sky gives out to employees.
Not only is it a huge saving on monthly outgoings but we also get access to of all our great content including Sky Sports, Cinema and much more.
