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I started here as an advisor. I did this for about 2 years and worked in a few departments along the way. After I felt it was time for me to take on new challenges I spoke with my manager about development opportunities and did floor support for new teams that came to Sky. After this I was involved in a project for launch of a new system in Broadband. I’m currently on the Stepping into Management Programme and am looking forward to all the new challenges this opportunity will bring.
I start with looking at my schedule in case anything has changed from the day before and then plan my day around this. Then I go on to complete coaching sessions, call listening’s and side by sides as often as time allows. I try to encourage my team in all of these areas because we’re constantly trying to be better. Generally, there are meetings that I need to attend which would be around team performance. I help when advisors need support with our customers’ accounts.
Customer care and helping to support our advisors who speak to our customers on a daily basis. I help them find the right outcome for the raised queries by our customers.
My work/life balance is really good here. We have a six week rotation pattern that allows me to work different times each week and therefore make plans on different days and at different times. That really works for me because none of my friends and family work static shifts either.
I think the people I work with are great. There’s a good rapport in the call centre and I love the fact I can speak with loads of the different advisors. If you’re having a bad day people are always there to help and pick you up and of course vice versa. We actively encourage each other and that really helps in this role.
I think working hard is really important. Also make sure you let your line manager know you’re interested in development opportunities so you can get all the support needed to achieve your goals. Try to be patient with the opportunities that arise, as you might not be successful every application. Make sure you get feedback and learn from it.
I don’t like cheese.
Before I joined Sky I’d been a hairdresser for over 7 years. I was a stylist and I loved my job, however I decided it was time for a change of careers as I felt like I’d reached my full potential.
I plucked up the courage and decided to start looking for a new job, as I wanted a challenge within a completely new industry. After I read the role description for Customer Service Advisor I decided to apply. I’ve always pushed myself and strived to be the best I can be. The Customer Service Advisor role was really well suited to my strong communication skills, customer service ethic and outgoing personality. I also liked the possibility of longer term development opportunities that would be available here and this really excited me.
When I found out I got the job, I was really excited and proud of myself. Once I completed the initial training and felt comfortable in my new role I spoke with my Leader about the potential of becoming a Customer Experience Leader. I had no managerial experience so I knew there was lot of hard work ahead. Together with my Leader we put a development plan in place, which helped me learn some of the key responsibilities a Leader needs on a day to day basis. I gained as much experience as possible and used my outgoing personality to gain advice and coaching, from different people within Sky. This helped me to create my own leadership style and fully utilise my strengths.
As soon as a position for a Customer Experience Leader was available, I knew I had to apply. I’d gained a lot of experience since joining Sky so knew I could do a great job. I was successful in my application and have now been a Leader for over 2 years. I love my job and I’ve never looked back from leaving hairdressing; it was the best move I could’ve made.
I started out at Sky doing just TV technical and billing, over the years have been up-skilled in different areas and taken a few different ‘niche’ calls.
Before the beginning of a shift I always like to check the intranet site to see any news about the business, I check my emails and the technical status pages to make sure I am up to date on any live issues. I open up the various systems I will be using on my calls, there are a few different ones needed. Once I start taking calls the day tends to go in a bit of a blur, you can easily get immersed in your troubleshooting and having a chat with a customer. I get two 15 minute breaks and 30 minutes for lunch- so the day gets broken up quite nicely.
The area I specialise in is called Help All, the role basically means I can help customers on most technical enquiries, in particular the online aspects of Sky; Email, Sky IDs, Sky Go, and all the other various Apps Sky provides. This is quite a small department so it can be challenging at times, such as when there is a big sporting event on. It also requires that you keep yourself up to date with all the changes Sky makes to its products, so you have all the correct info your customer needs.
When I first started working at Sky I was on a fixed shift working late shifts and weekends. It was quite difficult to manage my life outside of Sky as I had to book holidays to have a normal weekend off. Through feedback from advisors Sky Sheffield changed our shifts. We now work a 6 week rotational shift pattern, including a mixture of earlies, lates and weekends. This has significantly improved the way I can balance my life and work. I can still see friends and family some weekends, but I am also here for Sky’s customers when needed.
The thing I enjoy most about my job is the variety. I like not knowing what type of issue I will be dealing with, from one call to another, this way it’s never boring. I’m glad Sky gives their advisors opportunity to expand their knowledge and learn about different areas of the business.
You need to be flexible in a business that is constantly changing and getting new products. You need to be willing to learn something new, enthusiastic and good at problem solving. One of the most important things is to be good at listening, and showing empathy.
I once had a customer enquire if Sky provided 3D glasses for cats! (Unfortunately we don’t).
I was a Subject Matter Expert at our Contact Centre for about a year, and always had a passion for coaching and management. I had some great opportunities as a Subject Matter Expert where I shadowed managers & eventually applied for the Stepping into Management position and got the job! The opportunities here are endless and I was supported by my manager to push myself.
I would say my proudest moment is reading my blog from last year and noticing the difference a year can make. I’ve developed so much in the last 12 months and it’s amazing to see what I can achieve.
I love coaching my team and seeing that lightbulb moment, when something clicks, it’s great to know that I’ve helped with that.
Our Contact Centre is in the process of getting refurbished and we’re all excited to see the results, it’s going to be great! The refurb will just add to the already electric atmosphere that you feel when you walk through our doors; it’s such a great space to work.
Absolutely. I was a Subject Matter Expert 12 months ago and have been in the Stepping into Management programme for 7 months now. My next step is Customer Experience Leader, watch this space! My advice would be, if you want to do something you should go for it.
I was offered a place in the MENSA society when I was 24 months old because I could read.
Making every day amazing for our customers is a real team effort. That’s why we’re always on the look-out for enthusiastic and passionate people to join our teams. And what better way to find the right people than for us to get to know you over an informal chat and some refreshments.
We have exciting opportunities for Contact Centre staff across multiple locations in Scotland, as well as Newcastle, Leeds and Stockport, Manchester. We’re looking for friendly individuals who are committed to delivering excellent service. If you’ve got the right attitude, we’ll give you all the training you need to succeed.
What’s more, if you join us you’ll be entitled to a great salary and terrific benefits, including free Sky Q, incentives throughout the year, private healthcare and multiple discounts from retailers.
We’re looking forward to seeing you there!
Before joining I was a Lead Advisor at a cosmetics store, I’m passionate about make-up but wasn’t happy in the role. My friend who was already working here recommended I join, so I applied. It felt like the right decision because I lived in Sheffield whilst I was at university and liked the idea of moving back.
I have a gregarious nature so I really enjoy communicating and helping our customers. I also love helping my team, we’re really supportive of each other and they bring out the best in me.
The most enjoyable things about my role is speaking to our customers, having a great support network and knowing that I can be myself at work. My proudest moment was winning Newcomer of the Year which really made me feel welcome and glad to be part of the Sky family (thankfully I had great makeup on when I was presented with the award haha!).
It’s a comfortable and diverse environment. There are great onsite facilities, such as a canteen area and quiet rooms to relax and hangout.
Even though I’m relatively new to the business, I’ve already had the opportunity to talk to my mentor about my interest and love for the production side of television, as I did a screenwriting degree at university.
I’m a part-time drag queen.