“There are lots of ways to progress here, it but just requires hard work and dedication”
Name: Michael Flannery
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I work within the Service department. I’m responsible for a team of Advisors who I work closely with to reach our team goals.
How did you get into your role? Before joining, I was an Engineer. I joined as an Advisor at our Contact Centre in Stockport in the Sky TV department. After 4 years as an Advisor I joined the “Stepping into Management” programme and progressed into the Customer Experience Leader role.
How have you made a difference in your role / what’s been your proudest moment working here? My proudest moment has to be when I become a permanent Manager, and received really good feedback from the first team I was lucky enough to manage.
What’s the most enjoyable thing about your job? Every day is completely different! I love coming to work, knowing that I can make a positive difference to people each day.
Describe your contact centre or area of the business - what makes it a great place to work? We’re all about customer service, it’s great to work with people who put our customers first.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? The “Stepping into Management” programme is wonderful and well structured, and allowed me to progress into a Management role for a great team. There are lots of ways of progressing here, it just requires hard work and dedication.
An interesting fact no one else knows about you: Both myself and my fiancée became Customer Experience Leaders at our Contact Centre in Stockport on the same day - amazing day!
"We work in such a fast paced environment that’s constantly evolving, which brings a lot of exciting opportunities and experiences."
Name: Toby Seeman
Job title: Incident Operations Manager
What area of NOW TV do you work in? NOW TV Operations
What do you love most about your role? No 2 days are ever the same. We work in such a fast paced environment that’s constantly evolving, which brings a lot of exciting opportunities and experiences.
What’s the best thing about working at NOW TV? Being the master of your own destiny, I love being able to implement positive change to processes to help serve our customers better.
Give us a short play-by-play of what your day looks like, from waking up to heading home: My day usually starts by waking up at 6am, I’m always guilty of a 5 minute snooze of the alarm. Shower, shave, shampoo, in the car by 6:45am. In the office for 8am, where it’s a power hour of checking emails, assessing anything that has happened overnight, getting my schedule ready for the day. By 9am, I’m having a slice of toast with marmite, then its head down on my to-do list or in meetings or calls. By 1pm, I’m having a quick bit of lunch, then its heads down again. My days are really dictated by potential issues. If I’m not at my desk, I’m talking to technical teams about potential fixes for incidents/issues or bugs. Come 5:30pm when the office starts to get quiet, I spend time closing down my work for the day and lining up what I have to get ready for tomorrow before leaving around 6:30pm (unless there is an ongoing incident).
Tell us about something interesting you’re working on at the moment? Completely revamping the way we notify customers of issues affecting our… I can’t say too much, but all will be revealed soon.
What is something you have achieved at NOW TV that you’re super proud of? Changing the face of how we do incident management, we turned manual processes to automated ones and really upped our game.
What is your favourite movie? I love Shawshank Redemption!
What do you do outside of work for fun? Avid Golfer, Obstacle Course Racer, and Mix Martial Artist.
Do you work flexibly – if so, tell us about it… I try to work a few days a week from home, the flexibility is great, especially when you have a 70 mile round trip every day to get here. I feel fortunate to be able to work from home with my role.
Ever wondered what a Release Manager does? Marcus runs us through a typical day...
Name: Marcus Gallagher
Job title: Release Manager
What area of Sky do you work in? Technology
What’s your career journey been like up until now? I‘ve had a varied career path to date. After A-levels I worked in retail and then moved into an apprenticeship with O2 in IT/Service Delivery. Since then I’ve moved through a variety of roles in Service Delivery/ Management, my last role was heading up the online channels Environments and Deployments team responsible for the releases on O2’s online shop and portal.
What does a typical day working here look like for you? A typical day working here would be joining the morning stand up meetings with the various support teams I work alongside. During the stand ups we cover incident and change management from the previous and into the next 24 hours, project specific tasks, escalations and any periods of heightened awareness required across the platforms/services we’re providing. I then review upcoming deployments and releases acting as the bridge between our technical and business stakeholders. A large proportion of my role here centres on gating and signing off deployments and releases to ensure that they’re operationally acceptable and all impacted stakeholders are aware.
What’s been your proudest moment since working here? Getting involved short notice with the launch of Sky Mobile’s online purchasing website. Successfully fulfilling and meeting the launch gating requirements such as enabling sufficient monitoring, enabling automated call out rotas and putting in place a working change/release process for regular iterative releases.
What’s the most enjoyable thing about your job? Managing the transition activities involved in the releasing of new products and services. Acting as the bridge between technical teams and the business stakeholders. Seeing positive tangible results for example when a business requirement is fulfilled and launched to our customers after weeks and or months of build-up and gating behind the scenes.
Describe your work/life balance? My work life balance is good. It’s something I’ve learnt throughout my career is important to maintain. I’m lucky now that I live five minutes’ walk from the offices here in Leeds so my commute is greatly reduced!
What advice would you give to others trying to develop their career? Find a mentor outside of your immediate line management or team to help grow your career. Reach out and ask for help and don’t be afraid to approach senior management people innately will try and help if they can. Also make sure you’re doing something you’re passionate about and enjoy!
An interesting fact/something no one else knows about you? I spent a month in Kenya helping build a school, do conservation work in the rainforest and climb Mt. Kenya.
How do you put together an eye-grabbing design portfolio? Mike shares his expertise...
Name: Mike Gregory
Job title: Senior UI Designer
What area of Sky do you work in? Design team / Digital engagement
What’s your career journey been like up until now? After seventeen years working for design agencies around Leeds I felt like it was time for a change. An in-house position felt like the right move and this job was the top of my list. Since starting here (18 months ago) my feet haven’t touched the ground. I’ve helped launch our new service Sky Mobile and am now driving this forward with our future vision.
What does a typical day working here look like for you? The day kicks off with a couple of stand-ups, I cover multiple development squads. Followed swiftly by diving into design work.
Normally focusing on one particular problem such as adding further functionality to our sales or service sites. Additional business as usual work may include review sessions with design colleagues along pre/post amigos with development teams to ensure what’s designed has been executed correctly.
What’s been your proudest moment since working here? The initial launch and continuous development of additional functionality to the Sky Mobile site. Being part of a brand new project within such a large organisation has been a great challenge.
What’s the most enjoyable thing about your job? The satisfaction of getting a product launched, testing it and improving it based on live data.
Describe your work/life balance? This is brilliant, I have the flexibility I need to support my young family. Being able to see my children off to school is priceless, I used to miss out on so much. Also having the ability to work from home has greatly improved my work/life balance. General life in Sky is relaxed with great breakout, meeting and gaming spaces. Being able to get away from your desk gives you the headspace sometimes required to solve those stubborn problems.
What advice would you give to others trying to develop their career? Get out there, meet people and build your connections, you can never have enough. In design your folio says everything about you, you’ll be noticed or ignored after 5 seconds of viewing it. Don’t fill it with everything, select projects which are interesting and different, projects that solve challenging design problems. Keep additional work to hand to talk over in interviews. Be confident, interesting and beyond anything passionate about your work. Design is about ideas, communication and results, be proud of your creations!
An interesting fact/something no one else knows about you? I’m am ambitious photographer with not enough time to chase the passion. I’ve also developed a great relationship with cycling both on and off road with plans to take on a stupidly brilliant challenge or two in the coming year.
Sharon gives us a peek into her 12 year career here
Name: Sharon Cassar
Job title: Technical Tester
What area of Sky do you work in? Operations Engineering, Tools and Capability
What’s your career journey been like up until now? I've worked here for over twelve years now. Initially as IT support for Betting and Gaming, now I work in Operations Engineering. I also had a brief spell in Sky Sports Digital Media just over two years ago.
What does a typical day working here look like for you? Every day in my role is different. I work with lots of different people from all departments and carry out regular performance and automation testing of the Spark Service Management system. I also work with the Digital teams in Leeds to fulfil their non-functional test & validation requirements. My work is so varied, every day is interesting and there’s lots of opportunities to learn new tools and processes.
If you’ve been here over one year, how have you made a difference in your role? I’ve assisted with non-functional testing of some high profile projects such as Sky Sports Premier League clips, Sky News election site and Sky Visitors application. We’ve been able to identify potential non-functional problems prior to the software being released into Production.
What’s been your proudest moment since working here? Improving procedures for performance testing of the Spark Service Management system. When I started there was only testing for major releases and now we have new procedures in place to performance test for every release, which means we can pick up issues every three weeks rather once a year.
What’s the most enjoyable thing about your job? I’d say the variety, being able to work with lots of different teams and with different types of applications and infrastructure.
Describe your work/life balance? I have no problems whatsoever with this. Admittedly sometimes we are very busy but this does not impact on my personal life. The company are very flexible and we can alter our hours to take into account other commitments.
What advice would you give to others trying to develop their career? Don’t just rely on training courses or certifications to learn. There’s so much knowledge and skills to be found within the company. Try working in different teams, shadowing experienced staff or setting up a mentor. Training is useful but I can’t stress how much I’ve learned from other people. On the other hand, if you have lots of experience, use that to help develop others and become a mentor/coach. I’ve mentored several people now and it’s very fulfilling and helps to develop my soft skills as well as adding to the skills of the mentee.
An interesting fact/something no one else knows about you? When I was six months’ old I received a voting card in error. It was in the Yorkshire Evening Post.
“All the opportunities that you could want are here, you just need to take them”
Name: Eliane Kerr
Job title: Customer Advisor
What area of Sky do you work in and what do you do on a daily basis? I manage the Broadband Tech team.
How did you get into your role? I took part in the “Stepping into Management” programme which enabled me to progress into my current role with responsibility for a team. How have you made a difference in your role / what’s been your proudest moment working here? It’s been a joint effort from the team and myself, working together to get things moving in the right direction. What’s the most enjoyable thing about your job? The interaction with my team and all the colleagues I work with, we always get along. Describe your contact centre or area of the business - what makes it a great place to work? We’ve recently moved over to Live Chat / Direct Messaging. This was a big change for us but the whole team embraced it and worked together to make it work. That’s what’s great about our team, we always make things work. Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Through the “Stepping into Management” programme I was able to progress into my current role. All the opportunities that you could want are here, you just need to take them. All the help and support you could need and want is also here for you. An interesting fact no one else knows about you: That I worked abroad for a year as a nanny to teach a family’s children Scottish Gaelic.
“I have had a varied career, from a dance teacher to an air hostess, but working here has definitely been my favourite!”
Name: Lori Fettes
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I work within the Retentions department. I’m responsible for ensuring my team are engaged and ready to be at their best for our customers. I coach and drive performance, ensuring the team are excited and passionate about the day ahead.
How did you get into your role? I was made redundant, and looking for my next opportunity. I came across the role here and was successful in my application. I began my journey on the phones and after 6 months got onto a management training programme. I have been a permanent Customer Experience Leader (CEL) for two years now. Before I went on maternity leave I changed to part time, to fit around my new life as a mum.
How have you made a difference in your role / what’s been your proudest moment working here? Part time work accommodates people from all walks of life, students, mums etc. This has allowed me to continue my career here and take care of my responsibilities outside of work. As a result I’ve been able to support and coach our Advisors on some amazing journeys. Having a happy team who want to do well is also great achievement that I’m proud of.
What’s the most enjoyable thing about your job? There’s just something about working here, I think it’s the atmosphere - it’s electric. I work with an amazing team and love the passion and excitement everyone has for the company and products. Plus, there’s always something going on.
Describe your contact centre - what makes it a great place to work? It’s bright, vibrant and full of fun! From buzz days to out of work events, we are really looked after here. We have a great senior leadership team who listen to us, which is so important. We also receive amazing perks, like free Sky Q and Sky mobile.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Absolutely. I’m so lucky to be in a position where I have the perfect work/life balance. I have a one year old daughter and during the day we go to playgroup, music classes and I get to meet with my friends who also have children for a coffee. By the evening I’m in amongst my team getting to do what I love. The leadership team here is made up mostly of mums, so they absolutely understand how you need to have that flexibility to be a great leader and a great mum! I would encourage anyone who is struggling to juggle work and family life to consider working here, It’s a very family friendly company.
Tell us an interesting fact about yourself. I’ve had a varied career, from a dance teacher to an air hostess, but working here has definitely been my favourite!
Rugby mad Rory shares his experience with us as a Finance Grad
Name: Rory Woodland
Job title: Assistant Financial Analyst (Finance Graduate)
What area of Sky do you work in? Finance Delivery - Actuals Reporting Team (ART)
How did you get to where you are now? Cardiff University. This is my first job since graduating in 2016 with a 2:1 in Accounting and Finance. It turned out to be a wise choice of degree because I’m exempt from 8 CIMA exams!
Describe a typical day… The nature of the role in ART is that during the financial month-end I have to work at a fast pace to prepare the monthly profit and loss figures, perform accounting adjustments and analyse any variances to forecast. We work to strict deadlines so we can report quickly to our Group and Commercial Finance colleagues. During the mid-month period much of my time will be working on the KPI and Broadband Tech Team Dashboards, improving process and ensuring a smooth invoicing process with our Logistics and Repair providers.
What do you specialise in and work with on a daily basis? I work in the Reporting team supporting Home Serve and Supply. I look after the costs for the Van Fleet, SMobile Logistics, and overheads. During month-end I work closely with commercial finance to explain any variances in actual spend compared to their forecast and look to provide insightful commentary for the P&L and balance sheets which in turn will help drive business decisions.
Describe your work/life balance at Sky? The work life balance is really good, which is especially important to me when balancing work, studying for my CIMA accounting qualification, playing rugby and having a social life!
What’s the most enjoyable thing about your job? Being given responsibility to take ownership over your areas early on, making a positive impact in your area, and when you get the chance the odd game of table tennis in the office!
What would be your advice to someone who’d want to do what you’re doing? Apply! Working here is a great opportunity - fully supported studies with lots of study leave, great networking events at Quarterly Grad Forum, and opportunities to work across Europe. It’s an exciting company to work for with new products, projects and opportunities launching all the time.
An interesting fact/something no one else knows about you? I was lucky enough to play Scottish Premiership rugby and reach the quarter finals of the Scottish Cup with Boroughmuir RFC.