"No two calls are the same and that definitely makes the shifts interesting"
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.
“It was great to take the time to pull together as a leadership team for a great cause”
We recently took part in voluntary work to assist Hamilton Foodbank.
It was great to take the time to pull together as a leadership team for a great cause; we were able to make a difference locally, which was a great feeling.
It was disheartening to see how many local families struggle for the basic essentials that we take for granted. The experience also helped us to appreciate how privileged many of us are and appreciate the things we have, such as hot drinks and fresh fruit at our workplace.
Our aim is to commit to voluntary work once every quarter as a Contact Centre.
A huge thank you to our local Site Co-Ordinator, Liz, who organised it.
Lisa Daisley, Head of Sales Operations
“I started to get the gut feeling something was seriously wrong”
June the 26th was the day my healthy and active eight year old son first got a high fever which I thought was the start of a normal virus. After day three, a rash appeared and like many parents would I thought meningitis and did the glass test. However, the rash faded. Although I breathed a sigh of relief, I also started to get the gut feeling that something was seriously wrong. After five medical assessments, either at the GP or at our local hospital, we kept being told my son had a viral infection and was prescribed antibiotics.
Neeyan was getting worse and my world turned upside down when he was rushed in to emergency with a heart rate of 230 and an open diagnosis. Then I heard the words "Kawasaki disease" for the first time, completely unprepared for what was about to happen. With Kawasaki disease there are no blood tests and a clinical diagnosis was made based on the symptoms which were high fever, rash, lethargic, arthritis (Neeyan couldn't even walk), swollen glands and extreme irritability plus so many more. The main priority was to reduce his fever and save his heart from damage. I was happy that a treatment plan was in place and I trusted my gut and we had a diagnosis within the 10 day window.
We were on the road to recovery, right? No! Neeyan became resistant to two doses of IVIG and needed more aggressive treatment. They couldn't control the inflammation as this disease managed to ravage its way through Neeyan body and damaged his heart. To be told I have no choice but to change the treatment plan was pretty tough to deal with. How could I not have a choice when I live by my choices in work and at home every single day? But I had to trust the medical team to save Neeyan's heart from any further damage.
Finally the inflammation reduced but we hadn’t managed to stop the damage to Neeyan’s heart. His coronary arteries had dilated to 4mm at the time and currently has to take Asprin every day to prevent his blood from clotting along with regular echos on his heart as follow up. Neeyan will be under long term surveillance for life now to keep an eye on his heart.
I’m now on a mission to raise as much awareness as I can to save another child’s heart from being damaged. Kawasaki disease is not rare and the numbers are increasing year on year here in the UK, however awareness is still really low despite it being the number one cause to acquired heart disease in the UK. How? My awareness campaign will never stop as I just can’t until we know what causes Kawasaki disease. My hope is that once they find the cause they will also find the cure.
Societi (The Kawasaki Disease Foundation) and KSSG (Kawasaki Support Group UK) are both volunteer funded and are also fighting for more awareness of Kawasaki disease, along with UK protocols to reduce misdiagnosis. We want all parents and the medical professionals knowing the symptoms and thinking of Kawasaki disease.
Sky has done so much to help me with this. From launching an awareness day at Sky Central to CSG teams coming together to #showusyourheart on world heart day. I also held a special screening recently for seven families who have been impacted by Kawasaki disease and were very lucky to have a tour of the sky sports studios and we even managed to get Natalie Sawyer and Jullian Waters to show us their hearts.
Today is international Kawasaki awareness day and it would be great if you could share the symptoms with just 10 people and have that Kawasaki conversation to help spread the awareness. There are plenty of other ways you can support, just visit http://www.societi.org.uk/ where you’ll also find lots of downloadable information.
"Every time I'm able to help our customers and make their life easier is a proud moment for me"
Name: Adrian Sluÿters
Job title: Engineer
What area of Sky do you work in and what do you do on a daily basis? I'm an Engineer in our Home Service department. I start each day by checking over my van (which is a Hannibal one!) to make sure everything is working. I'll then go through my list of customers for the day (which will be a mix of new and existing customers) and I'll check I have enough stock.
When I arrive at our customers' homes, depending on the job, I could be inspecting the work area to ensure it's safe, talking a customer through how one of our boxes work or making my way up a ladder to attach a dish.
How did you get into your role? I applied for the role online and was invited to an assessment centre. In preparation, I decided to research the company and products. I even went as far as looking into what the various light flashes mean on the products. The assessment centre went well and I was told that I had been successful. Unfortunately, however, recruitment for the role was put on hold until further notice. In the meantime, I keep up-to-date with the careers site and before long I was contacted about staring the role. I literally cried when I received the phone call offering me the position because I had put so much effort into getting the role, and it had finally paid off.
How have you made a difference in your role / what’s been your proudest moment working here? For me, there isn't one standout difference or moment. Every time I'm able to help our customers and make their life easier is a proud moment for me. It's the small things like tidying up the cables around their dish or taking away the cardboard boxes after a job – the sheer pleasure that I get from doing small things keeps me going. I often find myself nattering on our internal social media system, helping my colleagues where I can with the issues they're having on a job, it's really rewarding.
What surprised you most about your role? That you're able to achieve the targets if you work hard, and work smart.
Describe your work/life balance: My team are really great at encouraging me to switch off and enjoy my time away from work.
Have you had the opportunity to progress? What advice would you give to others trying to develop their career? I'm still pretty new to my role so I wouldn't say that I've progressed just yet. However, I can definitely see myself developing in my role. The more that I encounter tricky problems, the better I get at overcoming them. I found that my initial training was very useful and I've been able to build on them now that I'm working out in the field.
Your top application tip for people applying now: Persevere! If you don’t get the position at first, keep trying. Trust me, getting the role is indescribable. Oh, and if you're thinking of wearing a shirt, tie and trousers to your first day of training, don’t. I found out the hard way haha!
"I was being interviewed 1-on-1 by Jeremy Paxman for an hour, with me playing Jeremy Corbyn and Theresa May"
Name: Jim Lacey
Job title: Floor Manager
What area of Sky do you work in? Sky News
What’s your career journey been like up until now? Exciting, varied, challenging and very busy. I’ve been a floor manager for 15 years and I’ve been very fortunate to work on many, many major news events, as well as having the opportunity to meet and work with people ranging from Heads of State to pop stars.
What does a typical day working here look like for you? There is no typical day – in live News broadcasting you have to expect the unexpected. I work shifts, so sometimes I get up at 3am and on other days I get home at 3am. Within a working day we have certain constants – ensuring the studio is safe, the news programmes run smoothly and that guests and presenters are happy – but beyond that almost anything can happen.
If you’ve been here over one year, how have you made a difference in your role? The Floor Manager Team work hard to constantly assess and update how we work, to ensure we can deliver everything that producers and presenters require of us, both for daily, rolling News and new or one-off programmes.
What’s been your proudest moment since working here? There have been many, but something fun that stands out was being interviewed 1-on-1 by Jeremy Paxman for an hour, with me playing Jeremy Corbyn and Theresa May, as we rehearsed for a 2016 General Election Q&A programme. Paxman gave me a really tough grilling!
What’s the most enjoyable thing about your job? I particularly enjoy broadcasting live, which brings urgency and a need for accuracy and efficiency. There’s no hiding place when things go wrong, so I have to ensure nothing does.
Describe your work/life balance? I really enjoy shift work, as it provides a lot of variety and the chance to work on different shows and in different locations, as well as giving me the opportunity to find some free time outside of conventional business hours. News is a 24/7 business, meaning we work weekends, Christmas etc. so you have to be a 24/7 person too.
What advice would you give to others trying to develop their career? Hard work, initiative, enthusiasm and energy will help you to get ahead. I treat every day at work as if it’s my first, which ensures I stay focused, highly motivated and conscious of making a difference.
An interesting fact/something no one else knows about you? I feed puns and one-liners to guests all the time.They don’t always use them, though…..
"It would definitely be the confidence you get here to share your ideas fearlessly and people will listen carefully and appreciate them"
Job title: IP Services Support Engineer
What area of Sky do you work in? Tech-UK Operations
What’s your career journey been like up until now? Tech adventure all the way. I’ve learned something new every day in the last 5 years here. Before I joined, I worked in the industry in a variety of different companies; mainly roles involving Broadband and Mobile.
What does a typical day working here look like for you? Starts with a cup of coffee and interesting conversations around Technology. Someone somewhere in the network will be working to improve the Quality of Experience (QoE) for our customers and they’ll need a hand so you jump in. It’s all about learning something different and closely working with teams across different areas to effectively manage and improve the network.
If you’ve been here over one year, how have you made a difference in your role? On-boarding the new Sky Mobile Platform has been really exciting. We worked on a range of areas including deployment, integration with the existing Sky Network for Voice, Data and value added services. My main focus was operational aspects of the new platforms, and I worked with a vast variety of teams to make sure we’ve a reliable network with the best quality of service.
What’s been your proudest moment since working here? First successful call and browsing experience on Sky Mobile.
What’s the most enjoyable thing about your job? There’s many reasons for which I like working here, but if you ask me about that one thing, it would definitely be the confidence you get here to share your ideas fearlessly and people will listen carefully and appreciate them. If you’re a creative thinker and you’d like to see things the way you think would work best for customers, then here is the place for you to do that.
Describe your work/life balance? Whether you have to stay at home to take care of your kids, have someone coming to fix your boiler, an appointment with the GP or plans to go on an adventurous relaxing trip with family, you get the flexibility to do all of that here. What I love about the friendly working environment here is if you’ve had a few busy days or nights, your manager would literally push you to take a break and relax.
What advice would you give to others trying to develop their career? If you want to challenge yourself and learn something new every day, you get the chance to take many steps ahead, whether you’re starting your career or looking to advance further. Particularly with technology, which is my interest, as here there’s a vast variety of different technologies continuously evolving, so it’s the best academy you can think of that actually pays you to learn and excel.
An interesting fact/something no one else knows about you? Crazy GoT fan. You can put me in front of a TV with 7 seasons of GoT and I’d just watch until the last moment when I fall asleep on Couch [already happened 4 times] :-P
"I love interacting with our customers"
Name: Jodie Sharp
Job title: Sales Advisor
What area of Sky do you work in and what do you do on a daily basis? I'm a Sales Advisor in our Retail department. I'm based in a shopping centre focused on generating new business and looking after existing customers. Retail is like no other part of the business, it's all about face to face interaction and showcasing our fantastic products live.
How did you get into your role? When I had by daughter, I took a break from working life. When I was ready to go back to work this was the first place I looked. I've always loved the brand, products and everything it represents, plus my husband works as an Engineer in the Home Service department. The training we receive is absolutely fantastic and a great help when you're starting a new role. I've been here for two years now and have never looked back.
How have you made a difference in your role / what’s been your proudest moment working here? I've had to chance to be part of some fantastic moments here. I was able to work on the Apprenticeship programme for our department, and work with our leadership team on local and regional plans for making this an even better place to work. I was also part of the planning for last year's Black Friday deals, which exposed me to how much thought and planning goes into how the company works as well as how valued my team's views are.
My proudest moment has to be being ranked as at customer superstar level based on feedback from our customers.
What’s the most enjoyable thing about your job? I love interacting with our customers. In my role I'm able to give them a tailored experience showing them the range of awesome products and content available to them. I also enjoy building value for our existing customers and helping them to get the most from their subscription.
Describe your area of the business - what makes it a great place to work? Speaking to people out and about is great fun. In Retail, we’re constantly learning, developing and building on our knowledge.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? As a working mum, I work part-time and I never imaged the amount of support, encouragement and opportunities that would be available to me. I've been involved in a number of exciting projects outside of my normal role which have been great for my professional development.
My advice would be to get involved, ask questions, never stop learning! I'd also say it's important to set goals and objectives and push for them. Our leadership team are fantastic and want us to be at our best so they will support you and help you achieve your goals.
An interesting fact no one else knows about you: I have a weird and extreme phobia of birds (especially chickens!). On a more positive note, I'm a member of Mensa!
"Uddingston is just filled with really great people who want to do the best job and have fun while doing it"
Name: Brian Thomson
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I work in our Uddingston Contact Centre. My role is really varied but my main responsibility is coaching and supporting my team on the quality of their calls with customers, to ensure we're delivering an excellent service at all times.
How did you get into your role? After working in my family's pub for all of my working life I fancied a change and always said that this would be the first place I would try when I was ready to move on, because I've always heard positive things about working here. I got the job as a Sales Advisor and was in this role for 3 years before becoming a Role Model supporting new our new people through our training academy. This was followed by the Stepping into Management role for a year which helped me into my current role as Customer Experience Leader. Working here has been one of the best experiences of my life.
How have you made a difference in your role / what’s been your proudest moment working here? Making our centre a great environment to work in is really important to me. I always say to my team that I want folk to come in and feel as happy as they can be and enjoy their time at work. I hope I do that every day.
An amazing moment for me was progressing into the role that I'm currently in – I couldn’t believe it! That's one of the things that I love about working here, anything is possible for anyone. It’s so fast paced and can be quite crazy (haha!) but that’s what makes it the best place to work.
What’s the most enjoyable thing about your job? I get to work with people. I get to listen to, talk to and help my team to get the best out of their day, it’s brilliant.
Describe your contact centre or area of the business - what makes it a great place to work? In Uddingston, it’s never boring – there’s always something new to talk to our customers about whether its products or programs – and I love all TV, movies and sports. Uddingston is just filled with really great people who want to do the best job and have fun while doing it. You can be yourself and feel safe and supported – it’s great.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Absolutely. It's been a journey, I was able to progress from an Advisor into my current role with the help of all of the roles that I had in between.
My advice would be to really focus on your current role and don't feel like you’re in a rush to move on. You may feel like you want things to develop more quickly than they are and that can be disheartening but just believe that when the time is right you will get there because you're working hard.
An interesting fact no one else knows about you: I’ve never seen Top Gun!
Bonny's hitting the high notes in her career, find out more...
Job title: Business Analyst
What area of Sky do you work in? Change Delivery
What’s your career journey been like up until now? I left University with a degree in Geography and no idea what I wanted to do as a career. Starting as an Insurance Admin agent for Carphone Warehouse I became the Team Manager after a few months and continued in this role within various departments over several years.
Gaining exposure to projects as an SME, I realised that my interests lay in the exciting world of projects and delivering change and I became a Project Co-ordinator within Customer Finance (Credit Control). I joined the Change team here as a Business Analyst about six years ago (it was known as CGC – Customer Group Change back then) and was thrown straight into the Fibre project.
Since then I’ve worked on many large projects, including the first iteration of the Sky Hub, Sky Store, PSP and Mobile. Each project has been a learning experience in its own right and I am still learning today.
What does a typical day working here look like for you? The fact that there’s so much to an Analyst’s role means that each day consists of different activities which can change as the day goes on. It could consist of meetings with business stakeholders to gather their requirements or talking through solutions with a Tech Business Analyst. It could be mapping out how things are today to identify areas we could improve for our agents or working with Marketing to provide quality communications to our customers. All the changes need to be communicated to our agents so we’re also involved in providing training and help with content. No matter how organised you are you never know how each day will turn out and that’s what keeps it fun and interesting.
If you’ve been here over one year, how have you made a difference in your role? I feel the key difference I’ve made is to help very different areas of the business get visibility of each other and work together to deliver change collaboratively. I’ve also endeavoured to land the changes smoothly and successfully for our agents and customers by working very closely with the teams to make it happen.
What’s been your proudest moment since working here? Being part of several successful launches of Sky Store phases which, after months and even years of hard work, is a fantastic feeling and also being recognised as an “Unsung Hero of Change “ by my Head of Department.
What’s the most enjoyable thing about your job? No surprises there, it’s always been the people I work with. Whether it’s the talented and enthusiastic team members exchanging silly banter or good advice or a delivery partner with whom I’ve built a great relationship with - the people make a big difference. There are also many team events creating a great culture and a supportive and fun atmosphere within Change.
Describe your work/life balance? Thanks to the support of my management and the company as a whole, I’ve found a great balance. Flexible working is key for me with a young child - I was able to work four days a week for a few years and then go back to full time with the option of working from home one day a week in order to spend more time with my family. I can log in after hours to get a head start or make up time, giving me flexibility to leave early to attend appointments or school events.
What advice would you give to others trying to develop their career? Build and nurture relationships with people all over the business. Take any opportunity that comes along which allows you to learn or stretch yourself, including taking on extra responsibilities outside your remit. These should all get you noticed and known but also allow you to explore and build on your talents and skills, fuelling further opportunities.
An interesting fact/something no one else knows about you? I can (just about) say I sang live with a rock cover band at the Red Back club in West London. Several years ago, I was right in front of the stage with my friends when the lead singer bent down and put his mic in front of me and I sang the chorus of Bon Jovi’s “Livin’ On A Prayer” to the entire crowd! The place has since burnt down….
Sales, to Ops, to Customer Experience and now in Change Ian tells us about his career here
Name: Ian Miller
Job title: Senior Business Analyst
What area of do you work in? The Change team
What’s your career journey been like up until now? I’ve worked here for almost 15 years now. I started as a stop-gap after redundancy from the manufacturing sector selling Sky to new customers on the phone before becoming a Sales Team Leader. I worked in a couple of Operational Change areas before moving into Knowledge Management where I helped map out all of our business processes for the launch of Sky Broadband. From there I then moved into Process Improvement, working to improve Customer Experience and operational efficiency. This presented an unexpected opportunity to move into Marketing, leading the transformation of our Home Move experience. After I couple of years I moved into the Change team, where I’ve been since 2013. I’ve been involved in a range of projects, from the launch of Sky Go, to the Banking regulation changes in Ireland, last year’s Christmas gift for Sky Customers and now the relaunch of Sky Sports and a major shake-up to our basic packages.
What does a typical day working here look like for you? There’s no such thing as a typical day for me. I could be spending time with Contact Centre Agents to understand how a change will affect them or presenting a complex new idea to senior stakeholders. Our team’s at the heart of any change that happens here so there’s always something new going on.
If you’ve been here over one year, how have you made a difference in your role? I’ve built up a wide network of contacts through my various roles and also have a pretty good understanding of how things work. I find this invaluable when picking up new pieces of work because I can quickly understand what is required and get the right people involved.
What’s been your proudest moment since working here? I’ve worked on lots of exciting projects in Sky and huge milestones for the company but my proudest moment was when I was promoted to Senior Business Analyst. I’d had some feedback on my performance as a Business Analyst about 18 months earlier that pointed out some development areas. I really took it on board and worked with my line manager to come up with a plan to take my performance up a level. To get the recognition in the form of a promotion felt like a huge personal achievement.
What’s the most enjoyable thing about your job? I love knowing what’s coming next for Sky. With our team being central to upcoming changes we get early sight of the company’s direction. We have a great team around us that are always up for the challenge and it all adds up to being a great place to work.
Describe your work/life balance? This is a great place to work and part of that’s down to the flexibility in how we work. Projects always have peaks and troughs, times when you’re busier than others, but there’s always an understanding that we all have a life outside of work and when important things are happening at home I’ve always been able to work around them.
What advice would you give to others trying to develop their career? I would always say play to your strengths but don’t be afraid to try something new – you never know where it might take you. I think personal development is key to progressing your career but there’s nothing wrong with becoming even better at the things you do well, it doesn’t always have to be about focussing on what you’re not so good at.
An interesting fact/something no one else knows about you? I’m just about to start my 16th year in Sky – not bad going considering that I joined as agency Contact Centre staff as a bridge gap after being made redundant in late 2002!