"On a day-to-day basis I would update the subscriber grids, analyse decay curves and modify spreadsheets."
Name: JessicaProgramme: Finance Summer Placement. Starting on the Finance Graduate programe in 2017University studied at, course and graduation: Durham University, Combined Honours in Social Sciences (Economics and Spanish)Describe your role in one word: Varied
Describe your time at Sky in one word: Exciting
Where did you hear about the summer placement/what prompted you to apply? I found the summer placement online whilst looking for internships. I thought it would be really interesting to see how a big company like Sky operates on the inside. So many people have Sky but give little thought to what actually happens behind the scenes to provide a service for us. Also, I had heard great things about how friendly everyone is at Sky from people that had previously worked there.
What did you work on whilst on the Summer Placement at Sky? I worked in the Sales and Marketing group. Within that I focussed on TV Products. I was working on looking at the number of people subscribing to, upgrading to or downgrading from the TV products that Sky has to offer. After analysing these figures I looked into offers that could influence these numbers. I also got to go to the call centres in Cardiff to see how Sky interacts with its customers.
What did you do on a day-to-day basis? We also had two group projects during our time at Sky that the finance interns all worked on together. This meant we had to have regular conference calls to ensure that we made good progress with the project. We created and presented a quarterly review for our area of the business. In addition, we researched a project to improve use of digital routes to market. We presented our ideas to a director of finance. Throughout my time at Sky I also took the opportunity to shadow employees in other areas of the company. This allowed me to have an extensive understanding of the breadth of opportunities when working in finance at Sky.
What did you find most challenging? Understanding all of the specific terms relating to Sky and finance. However, as long as you ask what they mean you pick it up quite quickly.
What surprised you most about working at Sky? How much Sky does for its people. During the summer placement we moved into Sky Central, the amazing new office. With a cinema, mini Waitrose, a number of new restaurants and a state of the art working environment it is clear that Sky are keen to invest in their employees happiness.
What would your 2 top tips be to future applicants?Take the time to research Sky fully so that you can make it clear how much you want to work for the comapny. Then, if you get the job make sure to make the most of your opportunity and get involved.
"It was great to be surrounded by the entire finance team throughout my time which made it much easier when it came to getting to know people and networking."
Programme: Finance Summer Placement (Scotland). Starting the Finance Graduate Programme in 2017.
University studied at, course and graduation: University of Glasgow, BSc Mathematics, June 2017
Describe your role in one word: Challenging
Describe your time at Sky in one word: Fun
Where did you hear about the summer placement/what prompted you to apply? The Target Jobs website. I had been interested in working within Finance and working towards getting a CIMA qualification. The Finance Summer Placement at Sky was the most suited to me as I enjoy working within a fast-paced environment that promotes innovation.
What did you work on whilst on the Summer Placement at Sky? I worked on our group projects which involved working with four other finance interns. One of the projects was a trading review which really helped me gain knowledge of the main financials and KPIs we would need to focus on within this department. The other project challenged us on a creative level as it involved coming up with a new idea and analysing this. I also worked on completing a weekly financial report and an Internal Rate Analysis.
What did you do on a day-to-day basis? The individual tasks I was involved in were focused around the use of excel. Doing this has improved my excel skills greatly. I also attended meetings on a daily basis within both Sales and Service. These meetings were eye-opening in terms of the main focus of the finance department and how important team-work is within it.
What did you find most challenging? I found presenting our group projects particularly challenging as I hadn't presented a huge number of times before or within a working environment. Nevertheless, I was made to feel comfortable in doing so and felt confident when delivering the presentations.
What surprised you most about working at Sky? The working environment was even more exciting than I had imagined! It was great to be surrounded by the entire finance team throughout my time which made it much easier when it came to getting to know people and networking.
What would your 2 top tips be to future applicants? Make sure you familiarise yourself with Sky and the specific department you're applying for. To enable you to make the most of your time at Sky get involved and ask any questions you have.
Seeing the bigger piucture at Sky is about the contribution we make to society, it's about how we're always thinking about doing the right thing day to day, and it's about making a positive difference in the communities in which we live and work.
Placement Programe: Responsible Business 2016 summer intake
University studied at, course and graduation:University of Exeter, BSc Geography with business management, 2016University of Surrey, MSc Sustainable Development, 2017
Describe your time at Sky in one word: Eye-opening
Where did you hear about the summer placement/what prompted you to apply? I found out about the scheme whilst researching corporate sustainability and the rainforest rescue project, amongst other things, which prompted me to apply.
What did you work on whilst on the Summer Placement at Sky? I worked on a range of projects. This included editing and helping shape the new corporate website, discovering the importance of modern slavery prevention in the supply chain, and working on an individual project promoting the use of alternative fuel vehicles on the Osterley campus.
What surprised you most about working at Sky? The social atmosphere of the office was a pleasant surprise. Everyone is friendly and interested to hear the contributions of employees from interns to management.
What would your 2 top tips be to future applicants?1. Ensure you are passionate about the business area you apply to2. Don’t be afraid to contribute, different perspectives are vital to the success of companies such as Sky
“I have been involved in different areas of the business but I’ve chosen to stay in my current role because I love and enjoy my job”
Name: Rachel Holroyde
Job title: In-Home Service Engineer
Describe your role in one word: Engineer
What area of Sky do you work in and what do you do on a daily basis? I work in the field which means visiting people's homes and installing Sky products for new customers, but I also install and service equipment for our existing customer base. I install classic Sky, Sky Q and Broadband. Installing and servicing can be manual, including ladder and roof work.
How did you get into your role? I was applying to work in the Contact Centre and saw the Home Service job so I thought I’d give it a go. I gave myself 2 years, and 8 years on I’m still here loving my job every day!
What is the most enjoyable thing about your role and what surprised you most? The thing I love the most about my role is that every customer is different and has different needs. I also enjoy the way every job is different and can be challenge no matter what. The thing that surprised me the most was that people don't expect a female engineer.
How have you made a difference in your role? In my role, I’m able to make a difference to our customers. I try to understand each customer and know that every situation is different and may not be the norm. Also, within my team I am always there to help where I can.
Describe your work/life balance: I have a good work life balance. I live with my partner, my little boy who is 4 and I’m currently pregnant. It’s be a great company to work for during both my pregnancies. Childcare can be challenging at times as we both work shifts but we are very organised. We also make the most of our time off work.
Have you had the opportunity to progress? What advice would you give to others trying to develop their career? I have been involved in different areas of the business but I’ve chosen to stay in my current role because I love and enjoy my job. My advice would be to keep your chin up, you will get there.
Your top application tip for people applying now – what did you do to stand out when you were applying: My top tip is be yourself. When I applied for my role I was myself and just showed I could be capable at my role.
An interesting fact no one else knows about you: I am working mum in a men's working environment!
“I enjoy the challenge each job gives me as no two visits are the same. I was surprised by how many customers enjoy having a woman doing the job”
Name: Tracy Lowden
Job title: Home Service Engineer
Describe your role in one word: Enjoyable.
What area of Sky do you work in and what do you do on a daily basis? I work within the Home Service department which involves going into people's homes to install and service their Sky equipment. This means advising them on where would be best to have the dish so that they get the best connection and showing them how to use and get the best out of their package - but most of all, making sure the customer is happy.
How did you get into your role? I worked in our Contact Centre’s first, but after a while, I didn't want to stay on the phones as I enjoy moving about. While talking with one of our Engineer’s, he suggested that I apply for the role. I didn’t think it was a role for women but he assured me that it was and there weren't any in Scotland at the time. So I applied and gained the best job I’ve ever had.
What is the most enjoyable thing about your role and what surprised you most? I enjoy the challenge each job gives me as no two visits are the same. I was surprised by how many customers enjoy having a women doing the job.
Describe your work/life balance: Work/life balance can be difficult at time as I have a young family, but having the support of my family,managers and team I’m able to make it work.
Have you had the opportunity to progress? What advice would you give to others trying to develop their career? I have had opportunities to progress and work in different areas of Sky which has enabled me to find what I like doing. My advice to others trying to develop their career is, if you want it go for it the opportunities are there and easy to find.
Your top application tip for people applying now – what did you do to stand out when you were applying: When I applied I was just myself, speaking out, being confident and listening were key things for me.
An interesting fact no one else knows about you: I met my husband when installing his Sky.
“The advice I give anyone who is looking to progress is to never be afraid and to go for what you want”
Name: Suzy Gillespie
Job title: Stepping Into Management
What area of Sky do you work in and what do you do on a daily basis? I work in the Save Sky Platform and on a daily basis I help coach and support a team of Advisors, who work on a part-time basis, by doing side-by-side coaching sessions and creating a positive atmosphere (with includes music and cakes!).
How did you get into your role? I joined WebHelp on the Sky campaign in June 2015 as an Advisor. After two months in that role, I secured my very first training role. This gave me the opportunity to work in Sky Academy, supporting new starters. I’m currently working towards becoming a Customer Experience Leader on a program specific to supporting you into this role.
How have you made a difference in your role / what’s been your proudest moment working here? I’ve been able to make a difference to teams who, perhaps, felt unsupported for a period of time. Being consistent and approachable is important to me in my role.
I have lots of proud moments here but my proudest moments has to be when I secured my first position within training as this was something I always wanted to be involved in but didn’t have the opportunity to previously.
What’s the most enjoyable thing about your job? Being able to work with Advisors on a 1-2-1 basis and help them set out and achieve their goals.
Describe your Contact Centre - what makes it a great place to work? Without a doubt, the people make our Contact Centre a great place to work. We have some fantastic individuals within our centre and we all work together, as one team. This makes it a great and welcoming place to come into each day.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I have had the opportunity to progress in my journey here and have been given fantastic support to develop further.
The advice I give anyone who is looking to progress is to never be afraid and to go for what you want. It doesn’t matter how long you have been in a role or if you have previous experience in the area you want to work in, always have the confidence to aspire for your next role. If you don’t make it the first time you’re not going to be any further back and will have gained experience, and no doubt a better understanding of the role that you want.
“I have been given the opportunity to make a difference in my role”
Name: Sean Henderson
Job title: Customer Experience Leader
What area of Sky do you work in and what do you do on a daily basis? I currently work as a Customer Experience Leader within the Retentions department. On a daily basis, I am responsible for managing a team of up to 14 Advisors, who directly report into me. I’m responsible for delivering weekly coaching sessions, as well as communicating briefs and engaging my team to ensure they perform to the best of their ability, whilst striving to deliver the best customer service in the country.
How did you get into your role? I started my journey in February 2014 as a Retentions Advisor and in January 2016, through a successful interview, I was given the opportunity to enter into the “Stepping into Management” programme. This programme provided me with the insight and experience into what being a manager is like. We were able to observe managers carrying out their day to day tasks and were given the opportunity to get hands on management experience with support from our mentors and other colleagues in the department. The experience and perspective I gained through the programme enabled me to go for the Customer Experience Leader role and in September 2016 I was successful in securing a 12 month secondment as a Customer Experience Leader with my very own team.
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 was given the opportunity to support new members of my team from the very beginning of their career here, right through to being fully fledged Advisors with confidence in their role. It’s a fantastic feeling knowing that you’ve supported someone’s development and contributed to them achieving their goals.
I have been given the opportunity to make a difference in my role by driving the department’s engagement with regards to effective complaint capture. The support I received when presenting my ideas really helped me bring them to life and I was able to see my ideas implemented across the department.
What’s the most enjoyable thing about your job? The most enjoyable thing about my job is being given the opportunity to coach and develop others. Everyone has different areas that they might need to work on and different aspirations and it’s highly rewarding being able to discover these through effective coaching conversations and setting actions to achieve these goals. It’s extremely satisfying to then support people throughout their journey and see them achieve their goals.
Describe your Contact Centre - what makes it a great place to work? Our site in Newcastle is a vibrant, fast paced and ever changing environment. Everyone is made to feel welcome and involved and there is always a buzz on the department. From early in the morning, until late at night there is music playing on the TV’s and competitions and prizes being won throughout the day.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I have had amazing opportunities for development and progression throughout my career here. Early on in my career I always felt supported by my manager and was made to feel that all my aspirations were achievable. The advice I would give to others trying to develop their career is to voice these goals to their Customer Experience Leader, who will support them throughout their development. In my experience, Sky offers development opportunities to people in all levels of the business and no goal is out of reach, provided you role model the right behaviours, strive to perform above your expectations and exhibit a real passion to “Believe in Better”.
Tell us an interesting fact about yourself. I have recently attended Oktoberfest in Germany with friends both inside and outside of Sky.
“If you are good to Sky, Sky will be good to you”
Name: Derek Petrie
Job title: Retentions Advisor
What area of Sky do you work in and what do you do on a daily basis? I work in the Retentions department. My role is to help retain our customer base, I do this by having a personal interaction with many different customer types. Discussing what they really enjoy about Sky and discovering ways in which we can open the customer up to even more great entertainment and features on offer.
How did you get into your role? From seeing an advertisement on Facebook and clicking the link, I followed the process to apply.
How have you made a difference in your role / what’s been your proudest moment working here? Successfully interviewing for the "Stepping into Management Programme", after having only been in the business for 10 months, is what I am most proud of.
The opportunity for progression really is a huge part of why I enjoy working here.
What’s the most enjoyable thing about your job? The people. It may sound cliché however, the support, encouragement and enthusiasm from management as well as my colleagues makes it a great company to work for. This is driven by the excellent facilities and atmosphere created for employees.
Describe your Contact Centre - what makes it a great place to work? Lively, fun and engaging. There is always some kind of activity going on. Always prizes and incentives to be won. There really is never a dull moment.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I have stepped up to management level for a cover period to support the department. I have recently been successful in a new role called "Stepping into management" this role will provide further experience to enhance and develop my skills to support my progression with Sky. The advice that I would offer would be to, enjoy what you do and be the best version of yourself. Be patient, positive, adaptable and enthusiastic. If you are good to Sky, Sky will be good to you.
Tell us an interesting fact about yourself. Playing the Guitar has been a huge passion for as long as I can remember and have played in bands for many years. My guitarist idol is Mark Knopfler and I was very lucky to meet him at a special awards dinner, something I will never forget.
“My advice would be, not to wait for opportunities to come your way, go out there and look"
Name: Amy Porter
Job title: Customer Experience Leader
What are of Sky do you work in and what do you do on a daily basis? I work within the Retentions department, also known as Save Sky. Our role is to ensure we are giving our team and Advisors the right level of support to be able to speak with customers who are considering ending their package with us. This can be on a one to one basis, where I provide coaching for my team member individually, or a team brief where I share new material, for example a change in process.
How did you get into your role? My friend recommended the role so I applied online and I was invited to an interview. I was also offered an interview with another employer on the same day but I chose to attend the one with Sky because of the benefits package, it was a no brainer! I was offered the job and went through 4 week training programme and became an Advisor for 9 months. I was able to progress internally into a Subject Matter Expert role. After some time I moved house, which made my journey into work quite difficult, as a result I left the business...for all of three months! I quickly realised the commute was worth it so I reapplied as an Advisor. When I passed my probation period I went for the Customer Experience Leader role, which I was successful in getting.
How have you made a difference in your role / what’s been your proudest moment working here? My proudest moment has been getting my very own team assigned to me,I have gained a lot throughout my time here and I enjoy being able to share that with new members to the team.Being offered the role initially is a moment I’ll never forget, but meeting my team for the first time made it real.
What’s the most enjoyable thing about your job? Being able to communicate with people on a daily basis, whether that’s my team, my colleagues, managers or customers. It's what I love being able to do every day.
Describe your Contact Centre - what makes it a great place to work? I never really refer to my place of work as a Contact Centre, I like to call it a department. You may have a perception of what it looks like when it’s called a Contact Centre, however the bright colours and open plan space keeps it informal, which for me makes it a better place to work.You’re able to see everyone in the department and if you need to find someone it's never difficult. There’s a break out area and separate meeting rooms for private conversations. There are also televisions all around showing a variety of things, from movies to sport to music channels, keeping the moral upbeat. Training happens on the same floor so you are able to see what it will be like when you first come through the door.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Yes, however my advice would be, not to wait for opportunities to come your way, go out there and look. I did this nearly every day as I knew where I wanted to be in terms of my career progression. When there wasn’t a promotion that suited me, I would use the time I had to work on improving my skills to ensure I was ready for the role I wanted when it did arise. For example, I would attend welcome evenings, introducing new employees to the team, showing them around and helping out whenever needed - all out of working hours.
Tell us an interesting fact about yourself. I’m a black belt in karate.
“I work in such a diverse team, and everyone gets along so well”
Name: Jonathan Sterling
Job title: Java Developer
What area of Sky do you work in? Digital Agency
What’s your career journey been like up until now? I worked at a games studio for 15 months doing backend web development as part of my placement year at university. I also spent about 8 months doing mobile development work whilst at university. I graduated in June 2016, but have been working full time for Sky since May 2016.
What does a typical day working here look like for you? 9:00 - Look through emails, check Slack, review a pull request or two, and check the JIRA board. 10:00 - Attend standup. 10:15 - Programming. 12:30 - Lunch. My tribe usually eats together around a big table and we play Xbox games like Rocket League, FIFA, Forza, etc. However, when the weather is nice, a few of us will go on a walk together instead. 13:30 - Programming. 15:00 - Generally there’s some sort of meeting at this time. It’s usually something like sprint planning, backlog refinement, watching a tech video as a tribe, or listening to a lightning talk. 16:00 – Programming. 17:30 – Technically I could go home now, but usually I play pool or table tennis. Such a cool perk! 18:00 – Go home.
What’s been your proudest moment since working here? During a hackday, I worked in a team to produce a prototype of some internal software that I thought would be useful to the business, and it was noticed by a few senior people during the hackday showcase. Now there’s plans to roll it out to the company, which I think is really cool!
What’s the most enjoyable thing about your job? It’s got to be the people. I work in such a diverse team, and everyone gets along so well. I’ve worked at other companies where everyone is basically the same, but here that’s not the case at all.
Describe your work/life balance? Fantastic! I work 37.5 hours/week; overtime is incredibly uncommon in my team.
What advice would you give to others trying to develop their career? Work on interesting projects that give you something to talk about during interviews or end-of-year appraisals. If you’re still at university, definitely do a placement year if it’s possible. If you can’t do a placement, make sure to get a few projects under your belt; they’ll help you a lot when applying for jobs later on.
An interesting fact/something no one else knows about you? I’ve been a football referee for 13 years. I’ve officiated over 1,000 matches, with highlights including Leicester’s U18s, Bradford Ladies, and a few international youth championships at Disney’s Wide World of Sports in Orlando, Florida.