Ronnie shares how he got into his role and what he loves about it most.

The people behind sky posted on 4 Apr

"No two calls are the same and that definitely makes the shifts interesting"

Sky Careers

Name: Ronnie Moffat  

Job title: Sales Retention Advisor   

What area of Sky do you work in and what do you do on a daily basis? I work in the Retentions department of our Contact Centre in Uddingston. My role mainly involves having great conversations with our customers, reminding them of the great value products and services that we offer. The customers that I speak to may be unhappy with their current package and it's my job to fix that for them.  

How did you get into your role? I was looking for a job and considered applying here but was unsure about whether I'd get the role here as I had no contact centre or sales experience. I applied anyway and I was invited to an interview. The interview went well and I was offered the role.   

How have you made a difference in your role / what’s been your proudest moment working here? My proudest moment was when our team was recently awarded a prize for having the best feedback in our department from our customers, for the quarter. As the champion for this in our team, I've seen our guys service go from strength to strength recently, and it's great to see the response from our customers. Receiving the award was very rewarding for me personally, and I know our team will push on from here to continually offer the best service in the country for our customers.   

What’s the most enjoyable thing about your job? Speaking to such a variety of customers. One moment you can be chatting to an 80-year-old woman from Southampton, and the next call can be an 18-year-old student in Aberdeen. No two calls are the same and that definitely makes the shifts interesting.  

Describe your contact centre or area of the business - what makes it a great place to work? Our Contact Centre has great facilities and space to unwind when you're off the phone. Our role can be a challenge at times, and it is great to relax with a game of pool or table tennis. There is also a gym onsite which has plenty equipment to work up a sweat after your shift.   

Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I was recently given the opportunity to spend the day with our newest Advisors, supporting them during their first day on the phone. I've also been given the responsibility of looking after the team when my manager is off – I enjoy doing this and hope to progress further over the next few months.  

For anyone else is a similar position, I would say the key is definitely to keep on top your targets, whilst also going above and beyond to help your team perform to the best of its ability. If you continue to consistently hit targets and get yourself noticed for the right reasons, it won't be long before you are given the chance to progress.  

An interesting fact no one else knows about you: I once won the Welsh Karate Championship, despite having never been in a real fight in my life.