Karina shares her first impressions of working here...
Job Title: Insight Analyst
How long have you been working for Sky IDS team? Almost 3 months
What area do you work in? Analytics/Insights team for customer retention and CVM.
How does your role deliver value? So far, I’ve mostly worked in developing insights for debt management. So, how to identify trends and the root-causes of our customers getting into debt, then propose relevant mitigation actions. The work we’re doing helps us find the relevant customer segments, understand who they are, why they are doing it and come up with recommendations for further action at the back of it. The goal is to drive reactivation rates and consequently value for the business.
What were your first few days like @ Sky IDS? Hectic but exciting! I came from a small consultancy company (around 30 people) so joining such a big company was definitely a much different experience and I felt incredibly lucky being a part of it! In my first few days, I talked to a lot of people about the work they do and how everything fits into a bigger picture which was like solving a puzzle… I’m still figuring it out. I think it’s really important to get to know as many people as possible and not skip this part in the very beginning, which we usually tend to do by limiting ourselves just to our team. It is also a perfect opportunity to ask as many questions as you want.
What do you enjoy most / did not expect? I think the most impressive and enjoyable thing to me is how meaningful/ actionable the work has been. Only a few months into my role, I’ve already seen some of our analysis translate into real campaigns and real actions. It’s amazing to see that work come to life and proves just how much we can leverage the data to make better, strongly substantiated business decisions.
- Duration: 3 years
- Start date: TBC
- Requirements: 2:1 degree, or equivalent
- Location: Livingston, Scotland
Our Finance team is rooted at the core of what we do, meaning we offer a hands-on experience of being an Accountant in business. You’ll gain experience in producing the financial and operational reporting that will enable us to continue growing every year and, in addition, you’ll complete analysis and partner the business supporting our customer service function.
It’ll be a real challenge – stretching your analytical mind and working with our Commercial Finance teams across the business. But we’ll make sure you get all the support you need to develop valuable and practical experience, and become a rising star in our Finance team.
You'll be based across our Finance functions in our Livingston (Watermark) and Dunfermline sites. On-site facilities include a health and fitness centre and subsidised restaurants.
“You have to follow your own aspirations, nobody is going to pick you out and give you your dream role, you’ve got to show others why you’d be the best and focus on your own development path for reaching your goal.”
Job title: Development Specialist
What area of Sky do you work in and what do you do on a daily basis? I work within the Know How Operations team. I facilitate, deliver and embed change learning and development across our Customer Service Group.
How did you get into your role? It’s been an interesting journey. I started as an Advisor in 2010 as part of the first team within our Stockport Contact Centre. From there I knew I wanted to experience more and see where I wanted my career path to go. I was fortunate enough to secure a position as a community leader for our internal social network and this gave me exposure to the different parts of the business and various opportunities. The department that most appealed to me was Home Service and Supply, so I applied for a role in this department and was fortunate enough to become an Engineer. Whilst in the role an opportunity came up for an Engineer to be a 12 month mentor to a brand new apprentice! I of course applied and was successful. This gave me a taste for coaching, and from that point on I knew I wanted to be a Change Ambassador. I researched the role, made connections with the ambassador team, applied and I was successful and became the generation four ambassador for the East 03 region. In this role, I developed so much as a person and took more away than I could’ve possibly expected. I travelled up and down the country delivering and embedding change as a peer-to-peer coach. This was a seconded role, so I always knew it was never going to be permanent, but what it did offer was an absolutely fantastic development opportunity and learning experience. As the secondment came to an end a vacancy for a Development Specialist within Know-How became available in Stockport (where I started my journey here) which allowed me to remain in role that had it’s feet grounded in development and learning – the rest, they say, is history.
How have you made a difference in your role/what’s been your proudest moment working here? My proudest moment here was being a mentor for an Apprentice when I was in my Engineer role in our Home Service department. The Apprentice (through his own hard work, and my coaching) has gone on to be a high performing Engineer and a truly valued member of East 03.
What’s the most enjoyable thing about your job? The most enjoyable thing about my role, for me, is changing perceptions. I love being able to facilitate change and change people’s perceptions about themselves and confidence in their own ability.
Describe your contact centre - what makes it a great place to work? Stockport may not be the biggest contact centre, but it holds a special place in my heart as I've seen it develop. I was here when it was still being built and when the first Advisors took their calls.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve been here seven years and have seen so many parts of the business and been in so many different roles. It really doesn’t feel like seven years and I feel fortunate to have been able to experience so much of what’s on offer here. My main advice is that we create our own opportunities! You have to follow your own aspirations, nobody is going to pick you out and give you your dream role, you’ve got to show others why you’d be the best and focus on your own development path for reaching your goal.
Tell us an interesting fact about yourself. I’m really into cycling. This year, I'm planning on cycling to Stafford and back which is approximately an 120 mile round trip. I try to do a minimum of 20 miles per day on my bike.
“We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things”
Name: Karen Chalmers
Job title: Head of Customer and Advisor Experience
What area of Sky do you work in and what do you do on a daily basis? I work within our Sales department. I have a fantastic job as I get to look after the experience we provide to our customers, as well as the people in our Contact Centres and Retail teams. I see my role as being their voice and looking for ways to engage and inspire them every day.
How did you get into your role? I worked has a Head of Site when I joined and had a lot of success by focusing on my people and customers. I was recognised for doing that and asked to set up the first Quality Team to focus even more closely on the service we were providing. It was very clear that the key to our success with customers, and ultimately our business is putting our people and customers first.
How have you made a difference in your role/ what’s been your proudest moment working here? I have so many, that is what I love about my role, everyone works together and focuses on what our goals are. I won a Believe in Better award for my leadership and development of others which was amazing, but I’m equally proud of our collective success, for five quarters in a row we achieved Best in Class for complaints by Ofcom for all products! And finally, my team won Best Customer Experience Team at the Contact Centre awards - what a great few years we’ve had!
What’s the most enjoyable thing about your job? Always the people. We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things. That’s what I love about working here, we’re brave and courageous.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve had so many opportunities here, and my advice is to network, network, network and don’t play small. Sometimes we talk ourselves out of applying for new jobs, or trying new things. I always say “Go for it”, you have nothing to lose, but lots of gain. Be brave and get out there, be curious.
Tell us an interesting fact about yourself. I was once held up at gunpoint, thankfully I survived!
“I’ve been here for almost 9 years, I started my journey as a Customer Experience Leader in our TV Retention team”
Name: John Rankin
Job title: Head of Sales Operations
What area of Sky do you work in and what do you do on a daily basis? I lead our Broadband Specialist Retention team in our Dunfermline Contact Centre. The team is just short of 500 people and we focus on helping our telephone and broadband customers find solutions. Within my team of Sales Managers, we focus on supporting and developing our people to deliver a world class customer experience and bring to life the amazing products and services we have here, to help make the lives of our customers easier.
How did you get into your role? I’ve been here for almost 9 years - I started my journey as a Customer Experience Leader in our TV Retention team, since then I’ve worked in our Customer Service Estate department. Through development and training here I now have the privilege of leading our amazing Dunfermline team.
How have you made a difference in your role/what’s been your proudest moment working here? Nothing makes me prouder than watching our people succeed. Seeing people grow, develop and take pride in their role, playing a part in something really special. I have been fortunate to lead a lot of people who I’ve seen go on to develop. One of my own proudest moments was being a part of the project team that brought Sky Q to life, this is a game changing product for television and watching it come to life from the beginning to now be in over 1 million homes, makes me immensely proud.
What’s the most enjoyable thing about your job? I love the fast pace, we never stand still. For us to continue to be the market leader and give great service to our customers, we need to continue to innovate and invest. Leading a team that gets to bring amazing things like Sky Mobile, Sky Q, Sky Atlantic (Game of Thrones) and so much more is just awesome!
Describe your contact centre - what makes it a great place to work? At nearly 500 heads it's not a small Contact Centre, but what never ceases to amaze me is the immense community spirit, passion and loyalty here. Everyone genuinely cares about what they do and this comes through in the amazing feedback we get from our customers. It’s this spark that makes the Dunfermline Contact Centre amazing. This breadth of talent and passion means that when we have opportunities, more often than not we are able to promote from within.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve been on an amazing journey here because we’re amazing at nurturing talent, and I am a huge advocate of this. Having started as a Customer Experience Leader and now being a Head of Sales Operation has been a whirlwind but an incredibly rewarding time. My advice would be to always be true to yourself, be the person you are and always look for, be receptive to and act on feedback.
Tell us an interesting fact about yourself. I was once in the TV ads for Norwich Union Direct (Quote Me Happy). Here’s the link: https://youtu.be/NbVG5yzlYKo
“Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! ”
Name: Ann McCormack
Job title: National Quality Manager
What area of Sky do you work in and what do you do on a daily basis? I work in our Service Performance Operations team, looking after all things quality for our Contact Centres across UK, Ireland, India and Bulgaria. What do I do every day? Well, the team and I are proud to say we work very closely with the people we support, doing what it says on the tin, supporting them. For example, we help our people to have great conversations with our customers by shaping and delivering quality standards, bringing our customers into the boardroom and telling their story in an engaging way. We share real examples of best practice via our Quality on Demand portal for everyone to have access to. Also, our toolkits have fantastic fun activities for Leaders to use and to help them share best practice. It’s a really engaging model with a focus on how to get better rather than “here’s what you’re doing wrong” and I love that.
How did you get into your role? That’s a bit of a story but to put it simply; someone recognised that I’d be good at the role and offered me the challenge 5 years ago. I never refuse a challenge and I’ve never looked back!
How have you made a difference in your role/what’s been your proudest moment working here? Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! My proudest moment was a couple of years ago when Anne Marie Stagg from the Contact Centre Management Association was blown away by our positive approach to quality. She tweeted all her followers when she saw our listening posts being used to help our people have great conversations. She said she had never seen that anywhere else in the UK or Europe!
What’s the most enjoyable thing about your job? The dynamic and creative environment.
Describe your contact centre - what makes it a great place to work? Always the people, the caring, sharing and teamwork.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Be curious and share your ideas, be open to suggestions, feedback and most of all love what you do – there’s so many different types of opportunities here.
Tell us an interesting fact about yourself. I’ve been here for 28 years! Or I’ve been chased by a herd of elephants in the Okovango dessert in Africa – that was scary.
“I’ve had the great benefit of many different secondment roles since I started as an agent here”
Name: Michael Mccullough
Job title: Acting Customer Experience Leader (CEL)
What area of Sky do you work in and what do you do on a daily basis? I currently work within the Dunfermline Grad Bay in the Service department and I’m responsible for administration tasks that are needed for the Grad Bay to run effectively. Some of my tasks include; working with our new Advisors, reviewing their calls, providing feedback, and supporting management with organising schedules and gathering data for new incentives.
How did you get into your role? I joined the “Stepping into Management” programme and have continued to work with the Management Team to provide support for our new Advisors which has prepared me for my current role.
How have you made a difference in your role / what’s been your proudest moment working here? I’ve been able to help a number of new Advisors and teams fit into their respective roles.
What’s the most enjoyable thing about your job? I love working with new people and helping them develop into high performing individuals.
Describe your contact centre or area of the business - what makes it a great place to work? Dunfermline is an amazing place to work, the atmosphere is fun and diverse. We have so many specialist teams e.g. Accessibility, New Media and more, which means there are a variety of different opportunities to develop and grow here.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve benefited from the training programmes offered here, which have allowed me to develop in my role. The best advice that I can give is to always look out for opportunities and don’t be afraid to put yourself forward for different roles.
An interesting fact no one else knows about you: There’s a photograph of me in an issue of the Extra newspaper, with a shocked expression that made me look like a goldfish.
Work Experience in Product Innovation in Technology
- Duration: One week
- Requirements: You must be 16 or over and have an interest in Information Technology. It would help if you have studied/are studying this topic at GCSE or above.
- Location: Osterley, West London
You’ll have the chance to work with our Software Developers, Quality Assurance Engineers, IT Systems Engineers and the rest of the team, who together deliver our award winning Electronic Program Guide (EPG) software to over 11 million homes. If you have any programming or IT experience and you want to see how these skills are used in the real world, then apply now.
"I genuinely think we get to work with some of the best and talented people at NOW TV, and combined with the infectious culture, it’s a pretty great place to work."
Name: Andy Akien
Job title: Head of Sales & Service, NOW TV Technology
What area of NOW TV do you work in? Do you manage a team, if so what one? I work in Technology and lead a bunch of teams that manage the Sales and Service technology channels for NOW TV. There are just over 100 of us that are responsible for building and maintaining all the different routes a customer can sign up to NOW TV, self-serve and also get assisted service, for both TV and Broadband.
What do you love most about your role? The constant and varied challenges. Whether it’s working to a tough deadline, ensuring our systems work 99.999% of the time (that equates to only 30 seconds downtime a month!), committing to launching a whole new feature or proposition months/years in advance. All of these are what get me out of bed in the morning and want to come to work.
What is the best thing about working at NOW TV? The people and the culture. I genuinely think we get to work with some of the best and talented people at NOW TV, and combined with the infectious culture, it’s a pretty great place to work.
What is your favourite TV series, movie and football team?
- Favourite TV series – Within the last few years, Silicon Valley. Anyone reading this who hasn’t watched it – watch it now! (On NOW TV of course).
- Favourite movie – Gladiator, who wouldn’t want to be Russell Crowe after watching that?
- Favourite football team – Sunderland, the less said about that one the better…
What do you do outside of work for fun? Football and building work are my two main outlets. I always like to have a project on the go, whether it’s a full house renovation or building some bespoke cabinets, it’s a good distraction from work.
What are you most looking forward to at NOW TV in the next 12 months? Everything! We work in an exciting and dynamic industry which is constantly evolving with everyone racing to get their own content online by any means possible. So that must mean we have some pretty exciting things planned over the next 12 month in order to keep up…
“The most important part of the role, and something to remember, is that we’re here for the customer. I’d also say that it can be hard work but it’s very rewarding”
Name: Steve White
Job title: Sales Advisor
How did you get to where you are now? I attended one of the recruitment open days, applied and was successful. I’ve found that listening to feedback and guidance from managers has helped me to excel. I’ve also taken advantage of available training, and have found that looking at myself and facing my own strengths and weaknesses has been a great help.
How have you made a difference in your role? I’ve been able to take part in charity events, which is an opportunity for us to give back to our community. Also, I was part of a pilot team for Sky Mobile and it’s been fantastic to see the success of the product.
Describe your typical day: My shift starts at 10am, I like to get in a little earlier to check the daily rota and organise my day ahead. The shifts are hard work but extremely rewarding. I break for lunch in the onsite canteen, I love the food they serve, great portions and styles of food. Being diabetic, I need to make sure I’m having a balanced diet.
What’s your work environment like? It’s great. We sit at circular desks, which gives you the privacy you need whilst allowing you to see others in your team and have quick chats between calls. During briefs with our managers or in training sessions, we get time together as a team to discuss our roles and the challenges we face which is really useful.
What’s the most enjoyable thing about your job? I love the flexibility offered here and the open feedback on performance from management. Before joining I was a bus driver working 60 hour weeks, I now have a great career with prospects, and so much more time for my family.
Describe your work/life balance? Excellent, because of the flexibility I’m able to work shifts that work for me and my family. I love my team as they are all really understanding, supportive and friendly.
What would be your advice to someone who is thinking of applying? I would definitely encourage them to go for it. The most important part of the role, and something to remember, is that we are here for the customer. I’d also say that it can be hard work but it’s very rewarding.
An interesting fact/something no one else knows about you? I had a snowball fight with Terry Scott from the Terry and June sitcom years ago!