“I get to talk to lots of people in the company – getting everyone to pull together on the same page.”
Name: Kirsty Rumble
Job title: Senior Project Manager
What area of Sky do you work in? Change Delivery
How did you get to where you are now? My career before here was in military aircraft for 12 years, following 8 years in South Africa. I fancied an industry change. I found myself hitting a ceiling in military aircraft as it was very, very technical. The pace was very slow, working on 40 year projects, so I found the pace of life at Sky a total change – I certainly found what I am looking for.
Describe a typical day… I bring together different areas of the business by working with these and 3rd party suppliers to deliver on projects and achieve what needs to be achieved. I love it as I get to talk to lots of people in the company – getting everyone to pull together on the same page.
What do you specialise in and work with on a daily basis? For my sins – Sky Q and Mobile – I ended up in Charge of Technical Delivery as it is something done a lot of. I know enough about managing and chairing the technical discussion to clarify the steps. I started in sales services, then technical delivery to end to end risk management –all with a specialist focus on tech.
Describe your work/life balance ? Very good actually – when I started my hours were 9-5.30. I requested a change from 8 to 4.30 and the company was great about getting me home to spend more time with my children, something which is really important to me. I try to be strict about leaving work to be a mum. My decision is really supported and I also have the option to work from home.
What’s the most enjoyable thing about your job? I like the diversity of the projects. To go from Q to Mobile – I am learning so much from it, Working on really high profile projects, It is really nice that people understand what you are working on.
What would be your advice to someone who’d want to do what you’re doing? I’m working a lot with the graduates coming in, which means I’ve been thinking about this a lot. It’s taken me a long time to have the confidence to ask someone to explain themselves again or to ask for clarification. Have the self-assurance to be able to ask.
An interesting fact/something no one else knows about you? Mum, Dad and Sister were all in the Navy, and that was clearly supposed my route but took a different one. With more comfortable sleeping quarters.
“Don’t forget about your strengths, they’re what got you into your current position so don’t neglect demonstrating them”
Name: Mark Wilson
Job title: Financial Controller
Previous job title: Senior Financial Analyst
What area of Sky do you work in? I look after Sky Store and Sports/Cinema Propositions in the Sales and Marketing Finance team.
How do you think you achieved your promotion? Firstly, I made sure I knew my area and could talk about my areas of responsibility. Once I had demonstrated this, senior people had confidence in giving me bigger pieces of work, this allowed me to present to senior stakeholders and boost my reputation within Finance and was a key factor in getting promoted.
How has your role changed since? Sky Store is now in my remit as well as line managing an Analyst who works in the area. The biggest change has been thinking more widely about the bigger picture and not getting involved in the granular detail as much as I used to.
What advice would you offer people challenging themselves to get a promotion? The best advice I got from my manager was complete a SWOT analysis of yourself and really understand your strengths and weaknesses. Once you’ve done this, don’t only focus on your weaknesses as these are inherently part of your nature, you can fine tune them but it’s unlikely you can eradicate them completely. Also, don’t forget about your strengths, they’re what got you into your current position so don’t neglect demonstrating them!
What was it about the Sky team that encouraged you to stay here? I really enjoy the culture and people I work with. I joined the Finance Graduate scheme here 8 years ago, and today there is a good mix of people who have also been on the scheme as well as external hires and we all contribute to making Sky a fun place to work!
“If you’re interested in Finance, Sky is a really good company to choose”
You basically deal with everything finance-based
It’s a two year apprenticeship, so we have one year in one role - either accounts payable or tax. I’m in the team that looks after setting up new supplier - a company or person who provide services to Sky (that could be a freelancer, or a big company doing a deal). We also make changes to current suppliers, and update records if someone changes their bank details. I also help out if someone emails in and asks when their invoice is going to be paid.
It’s a good way to get your qualifications, while actually doing a job
Finance is something I’ve always wanted to do, and when I looked into it, Sky apprenticeships would also put us through our CIMA exams at the same time, which are really good exams to have in the finance industry. We work, but also have time to do exams and assignments. After the first two years of studying, we do first certificate, so I’d love to finish the exams because, if you pass, you get a job!
I’d worked for a heat and insulation company within the finance department, doing claims admin, which is quite boring - it’s great to work for a company where you like what they do! I’m working on a project just now, we’re claiming back VAT from expenses and looking at missing receipts, and we’ve managed to claim back £50,000. It feels great when you can see it like that, and you can see the difference you’re making to the company.
It’ll get you ready for working life
You’ve got to sort a time planner, you get help with time management skills, learn how to organise and run a team meeting, and also a workshop. I’ve learned how to use Outlook, send invites, and at the moment I’m about to start running a training session. Every day is completely different, you’re constantly learning, and a lot of things that come in are about problem solving. So if you’re not sure what to do, you can speak to someone else, and collaborate trying to come up with ideas.
It’s the perfect apprenticeship if you’re into maths
As much as it is an accountancy apprenticeship, we use spreadsheets and stuff so you’ve got to be quite good at your Excel and be good with numbers, definitely. Finance can be boring if you’re not interested - but if you’re interested in Finance, Sky is a really good company to choose, because there are so many different teams. You can move around and there’s so much to do, you never get bored.
You can shadow all areas of the finance team
At ART (actual reporting teams) they do the reporting and take the figures to turn them into charts and graphs to make it easier for people to understand. This year I’ll be able to shadow the ART teams, which I’m really looking forward to doing. It’s good to know all areas, because usually, for example, the tax people only know about tax and nothing else - but I’ll have a grasp on all of it, which should stand me in good stead for a future career!
WORK EXPERIENCE SKY NEWS
Jasmine has just started a two week work experience placement at Sky News, and is already helping produce TV footage. If you’re desperate to get into news journalism, this might be the perfect placement for you…
An average day is fairly packed
I arrive at 9, look at Sky News in the morning, say hi to everyone and then the meetings don’t start until half 9. That’s the news agenda meeting that covers the day’s news, and what they think they’ll cover - not everything goes in. After the meeting, I either ask for a task or I’m doing a task from the previous day. Sometimes it’s research, but tomorrow I’m interviewing someone for a TV package I’m working on about the decline of cinema. I’ll be in one of the studios, and viewers will see the screen but not my voice. At midday we have an overview meeting of the next few days, and while there’s no set lunch time I’ve got to eat at 1pm because my stomach’s rumbling, but after that there’s another meeting looking at the news for the next day and consolidating exactly what we are covering.
You’ll be able to get a taste of all the news desks
This week I’ve been on the planning desk producing the TV package on UK cinemas, and doing research into whether they’re declining, as well as looking at immersive experiences too. It’ll be spread across all platforms TV, social media, website, which is exciting! They’ve got offices in Millbank, so the idea is that I’m going there for my second week. I’m super excited for that, as it’s so central, a smaller office, and a totally different brand of news; I really want to get into politics, so I can see what that’s like!
The meetings are really interesting
The production planning meetings are fascinating, because you get to see how the news is planned and prioritised, and how they brainstorm ideas. Producers and editors discussing ideas for what goes on air is really great to watch. I haven’t yet contributed, as we get given a plan and they discuss it, but it’s great to learn the skills!
Everyone in the office is willing to answer questions
In all honesty, my favourite part so far has just been chatting to a lot of the journalists. While everyone’s really busy and powering away, they’ve also been happy to answer questions, and it’s been a lesson for me in plucking up the courage to speak to people. I spend all my time with students, so I don’t know how to interact with people in the real world, but it’s so nice to hear about their experiences! It does make me realise that yes, this is what I want to do. I could do this!
It’s an ideal placement for someone who is proactive
We have a uni careers service but that’s not how I found this - I wrote down a list of all the companies I want to work for, whether or not they have work experience, and went through them one by one. Once you’re there, you’ve got to be proactive. If you’re not careful, you could end up doing nothing useful, so it’s OK to be a tiny bit of a pain. You’ve got to introduce yourself, and tell people ‘If you need any help, just send things my way’. Obviously a love of current affairs and what’s going on in the world is a must too!
“It’s not about academia - It’s about how much you want it”
FAST FORWARD INTERN IN SKY SPORTS
Tom is spending 11 months across all the Sky Sports departments and is basically having the time of his life - from making highlight montages through to covering the darts world series over Christmas, this is the dream internship for anyone who loves all things sport.
You won’t necessarily be doing the sports you know about
At the moment I’m working on multi-sports, which is all the niche sports. So, for example, I’m on NFL at the moment which is a new one for me! I was also recently on Gaelic football which was really interesting - I got to do outside broadcasting for the EFL cup, and see how they render all the footage for replays. There are huge trucks in the carpark, and the director will be there saying “This camera! And now this one!’ it’s really, really exciting. There’ll always be people from Sky out there beaming it into people in studio, and during the whole game they’re putting together montages for the end clips.
You’ll create things that actually go on Sky Sports
I get in at ten, and start making underlays - which is sorting footage from the previous week into an easily cut file in whatever order the producers want. So, for example, I’ve been making a montage of NFL touchdowns, then I go into the edit and make it look nice and pretty, and it’ll be ready to go live.
Sunday was the first time I saw something made go on TV. I found all the clips, made a montage, and went to edit with graphics. It was a ‘Road to the Final’ piece, showing each team the EFL cup teams played till they got to the final match. The producer okayed it and it went live on Sunday on Sky Sports 2. I was buzzing. I got all the family to watch it, and my family were like ‘How do you do that?!’ and I was like ‘I don’t really know!’
You’ll start off as a runner, which is really useful for later on
I first started off as a runner in the office at Sky Sports studios, delivering mail and assisting people where needed. You’re shadowing some runners and sometimes doing it your own, but it’s the perfect way to start because the runners are all your own age, so you can go out with them after work, and also get your bearings. I found out where football, cricket and Soccer Saturday all were, and got to ask the runners questions too. When you’re delivering mail, you figure out who everyone is, so when you go to a new department you’ve already met some of them and it doesn’t feel so scary.
You can pick what sports you’re most interested in
At some point I’ll go onto football, which is my favourite sport, but I got to say at the start of my internship what sports I’d like to work on. In the interview, everyone says they love all sports but in reality I don’t think I know anyone who loves every single sport - so I was really honest and said I can’t stand golf or cricket. My mentor was like ‘I agree with you!’ and I think he appreciated the honesty! As well as football, I requested darts for the Worlds at Christmas which will be mental, and Boxing. I also asked for a bit on Sky Sports News, and I specifically requested deadline day which should be exciting. I’ll be essentially running, but I’ll get to try a bit of journalism, and see where they get their sources from, maybe go to a press conference.
It’s a good way of figuring out what department you’d like to work in
I’ve tried floor managing, shadowed a director, and also shadowed a producer and an assistant producer so I can figure out what I like and don’t like. I’ve always liked the idea of floor managing - they’re the person managing everything, saying ‘We’re going to break in 5, 4, 3, 2, 1’ and telling everyone what to do. The director is in the studio figuring out how to hold it together, and the floor manager doesn’t get the appreciation I think they deserve, but everyone says when you have a bad floor manager, you notice it so much.
Don’t be put off applying if you’re not an A* student
When we got to the assessment day stage of the application process, there were 15 of us left and some were A* students, and I’m not. I was a real B student. Thankfully, it’s not about academia - it’s about how much you know about sport. It’s about how much you want it, and I think that really helped me. I wasn’t sure I was going to get it, but after I got through a couple of stages I realised my heart was set on it, and that’s what makes the difference.
“I’ve decided to stay because I’m learning so much!”
DIGITAL MARKETING APPRENTICE
Cecily is working on an upcoming - and top secret - Sky TV show, figuring out how to advertise it across social media. If you fancy working on some of the most exciting marketing campaigns in the country (while completing your studies), then take a look at the marketing apprenticeships…
You’ll be working on some top secret projects
I work in the planning and performance side of the marketing campaigns. I look after entertainment which is all the TV programmes, so we do the most exciting stuff with the biggest budget! I suggest things to the entertainment team depending on what kind of shows they are - so if it’s a drama, and we want women to watch the show, we should put stuff out on the Daily Mail for example. I’m working on a big show coming up (I can’t say what it is!) and am looking at stunts on social media - so you could get people involved with a hashtag, people upload a selfie of them doing something.
The days involve a lot of brainstorming meetings
You often have brainstorming meetings in the morning - the first one is a big one and it involves everyone in digital planning, media planning the PR teams and the creative leaders. We’re told what the show is going to be about, and the media and creative agency give recommendations. Then we go away and figure out all the things we can do to make the show as successful as possible! So, when you see posters for Game of Thrones everywhere, or Facebook posts with trailers of other shows, the marketing team will have sorted all that out.
It also involves a bit of sneaky advertising
We’ve got native advertising in digital - which is where you create an article that’s actually sponsored by a company or a TV show. For You, Me and The Apocalypse, which is all about end of the world, we did an article about people around the world who have bunkers, called survivalists. I love that because it’s a fun way to get our message across, it’s more creative.
You usually rotate, but you don’t have to
I’ve been here just over a year and before we started, we did some quizzes to see what area we’d be best suited in, so was put in planning performance. We can rotate or stay in the same place, and I’ve decided to stay because I’m learning so much! Some of the brainstorm meetings can be a bit intimidating as an apprentice, but I’m the only digital person there (I grew up online) so I actually know more than the other people in the room if you think about it like that.
You get to organise big events
Something I never thought I’d be doing is organising big events within Sky. We have something called digital marketing awards, they’re just for Sky employees, and it’s a way for everyone to see what everyone else is doing in a fun and engaging way. When I started, that was one of my first projects I worked on - it was held at Google and involved me sending out notifications, organising the actual event, booking everything, sorting everything. The whole thing ended up really working, and it inspired other teams to take ideas from it!
You don’t have to have a marketing degree
I went to uni, and did English at Cardiff, but dropped out after just over a term. I wasn’t passionate about English, so wanted to do a more specific degree. I was going to reapply to do a marketing degree somewhere else, but thought I’d look at other options - I always thought apprenticeships were just for plumbing until I saw the advertisement, and thought why not go for it? Two years working in marketing at Sky with the possibility of a job at the end, while doing a marketing diploma, would surely be better for my career than doing a three year degree and trying to get a job at the end, having had no experience!
Don’t be scared when you’re applying!
My advice is don’t be scared, because there’s a misconception of apprenticeships and sometimes it feels like uni is the only option. For the application process, in terms of the apprentices, because you’re so young and you haven’t had experience before, don’t be someone you’re not. Accept that you don’t have experience, and realise that most have come straight out of school. Be honest, and show you really want to learn and develop.
“If you like problem solving and planning, you’ll enjoy this”
Stephanie spends her days figuring out how Sky can be a bigger and better business. Planning and problem solving, she's already worked on huge deals with Facebook, and other top secret projects that we'll all hear about when they're launched! If you're good at strategic thinking and solving problems, maybe consider being a strategy analyst...
First, you might help filter start-ups who want to work with Sky
The grad scheme is split into three years, and you work in three different areas - at first, I was working to filter all the new startups who want to work with Sky, looking at them initially, checking them against all the criteria - you’d look at how developed they are, who are the others invested in them, etc. If a startup gets through that phase, you’d look at who from the business you have to speak to, and have an initial call to find out more about them before introducing them to Sky.
Then, you could work with companies like Facebook and Snapchat
I somehow ended up working with start-ups for nine months, then I did the other part of Business Development, which involves Tech giants and commercial distribution. Tech giants look after our partnerships with five big tech companies: Snapchat, Apple, Google, Facebook and Twitter. We can’t compete with them because we’re really different, but we can gain a lot of things by partnering up with them. That team is only two people, and I was supporting them.
For the second part of my year, I would do both commercial distribution and helping the tech giant teams. They do all the deals, try and make sure Sky is the partner of choice whenever they need to work on something. One of the deals I worked on was with Facebook, which was really exciting. I can’t tell you exactly what it was, but I got to extend the deal to other countries.
Or maybe even start working on Sky Mobile
I’ve just moved from Business Development to the second part of my grad scheme, which is Planning and Strategic Implementation, and that’s the team who deal with the huge projects that run across Sky. For example, Sky Mobile. It’s huge, and we have a programme director who looks after all the different strands and groups involved. Obviously that’s a huge new thing, and we have to drive it forwards and manage everything. I’m currently working on a big marketing project at the moment that is top secret and should be pretty exciting for Sky customers!
You get to see how people make the huge decisions across Sky
I haven’t done the third part of the grad scheme, which is the Strategic Planning Group, yet, but they do the big thinking behind everything, Any big decisions the execs come up with, they will figure out what would happen if we did this, and monitor all our competitors, analyse what they’re doing and how we should respond. They do the Premier League auction bidding, and were behind NOW TV, Sky Mobile, everything. I’m looking forward to going over there!
It’s a bit more fun than your average strategy job at a finance company
I prefer working at Sky rather than as a consultant in the City, for example. A lot of my friends are in consultancy, but what I preferred at Sky is that you’re part of it. People want to work together, and you feel part of a team. One of the other big reasons I chose Sky is because it’s an industry I’m genuinely interested in! I like their programmes, I like the shows, you can actually sit and watch what they deliver. If you’re working for a finance company, the job may be similar; it’s not quite as exciting.
There isn’t a typical day
The role I just came into is bit more organised, although it does tend to differ wildly. I do status reports, project updates, those sorts of things. Some days I’m chasing people for updates, making sure we’re hitting milestones, making sure everything is moving along.
There’ll always be elements of chasing partners, start-ups, in the morning. And I’m often ringing round or emailing to get information, doing some research on whatever project I’m working on at that moment. In SPG, they do more of the overall planning and really strategic thinking, proper research. You’re often brainstorming and creating presentations, deciding what the business should do. You get back together with the team, swap updates, see how everyone is doing, and figure out the next step.
If you like problem solving and planning, you’ll enjoy this
I never knew what I was going to do at uni, so I did a business degree, but it’s so broad! That’s why I did it, I just didn’t know! I liked economics, and I liked some elements of business, but within my degree you get a choice of modules and I really liked the strategic ones. The thinking behind businesses, figuring out how to remain competitive, all of that. At uni I did two placements at the serious fraud office, and another was a food company - because all businesses need strategy roles to make sure they stay in the game. After uni I travelled, went back to uni and randomly ended up doing work experience at Sky in the strategy team for a week. I loved the company, I loved everything about it. When I asked if there was an entry level role, they recommended the grad scheme, and while I didn’t think it was the normal entry route for me, I then figured why not? I’m just going to try it. I think it’d be great to get a year experience in all the different areas. And it really has been - I couldn’t recommend it enough.
“You learn so much, and it’s really about team work.”
Tamera always loved designing web pages, but didn’t think she’d be good enough to do a software apprenticeship - now she’s working on a Sky website to help get women into tech, and learning all about how the Sky team created NOW TV.
It’s so much more than coding
People think software development is just code, and that it sounds really complicated. When we first started the leaders were like ‘What is software?’ and we were like ‘Errrr coding?!’. its so hard to explain because, basically, software makes everything! The big news ticker tape running round the Sky News studios is software. We had someone come in and show how they make NOW TV - the NOWTV kids characters are all made by software developers; his team came up with the idea of making them move. They all brainstormed what they could do. It’s really creative!
It’s about teamwork
What us apprentices do today, we did not know when we applied for this job! You learn so much, and it’s really about team work. I’d made a few webpages, but I wasn’t a tech genius - and at the assessment stage of the application process, we realised it’s all about team work. If you want to make something, but you don’t know how, there’ll be someone with you who can help - so we just bounced ideas off each other until we’d made a drone fly and linked it up with a website so you could see the pictures it was taking. It was so fun!
There are different stages within the apprenticeship
As an apprentice you have bootcamp, an education project, and a delivery team. We’ve done bootcamp, and are now doing the educational projects.
Bootcamp is learning all the basics of what you need to know; you can come in with minimal experience, but the people who run our apprenticeship get everyone up to speed. We also use a working method called Agile, and if we need to complete a part of the project really fast, you start something called a sprint. So you give the sprint a number, say 50, and have 50 cards. You put everything you want to do on each of the cards, and that means you’ve got to get it all done in that amount of stages. Once you've learned about all of this, you start working on actual projects - I’m currently building a website for Sky that has a login page, and it’s to get more women interested in tech.
You don’t need to know everything to give it a go
After speaking to everyone in my team, we have different backgrounds, and we’re all at different levels. The bootcamp brings everyone to the same level, but the youngest is 16 and the oldest is in their 30s. What scares people is they won’t have enough experience, but you get help from your mates, and I’ve never been left on my own. I didn’t think I’d be able to do it, but you find out you get a lot of help. If you don’t have the skill you think you need, you can find it.
You’ll probably get a job at the end of it
This apprenticeship is 18 months, and the aim is to get a job. They want everyone to get a job as an associate developer, and their aim is to not let anyone go. Twice a month, you can look and say where you’d like to progress to, and what you have to do to move forwards. I want to work on new stuff that isn’t out yet. Improving existing stuff is good, but I want to be the person who thought NOW TV was a good idea. Sky VR. Sky Q. I want to be someone behind that, and everyone’s like ‘Whoaaaa!’
“I’m lucky to be in a team where both my Manager and Management as a whole welcome any new ideas”
Job title: DevOps Engineer
What area of Sky do you work in? MIP (MAM Integration Platform)
How did you get to where you are now? It is not easy to summarise, but I will try: my passion for computers started in the ZX Spectrum days. This was in 1982. In 1985, I had a 300 bauds modem and I wanted to see “everything”. I sent my first email. And the cat was out of the bag: I’ve seen the Internet’s birth, always present - I’ve been a Developer, a Senior Developer, a Network Engineer, a Compliance Consultant, a Network Security Consultant, and a Senior Systems Administrator – from Lisbon to New York, to Oslo, Berlin, then London.
Describe a typical day… My days of waking up at 10am and working until 4am are over. Now I like to get to the office early – 7am/8am – because I choose to, and prepare my day. I’m very objective-based, so I personally like to make sure nothing is left pending from the day before. That is part of who I am. I look at the backlog and then my ‘in progress’ tasks. I think about what to say in the daily stand-up. For that, I take notes – my memory is not what it used to be. But that’s not a problem, I just want to make sure the team accurately knows where we all stand. Daily stand-ups (yes, more than one), planning for next release, objectives for the day are outlined, long-term objectives are discussed in meetings, checking if no emails are unanswered, making sure Jira tickets have updated comments – rinse, repeat, never a boring moment. I can only describe it as: an endless loop of moving forward. And, many times, time to relax, breathe, and smile – quoting A-Team’s Hannibal Smith: “I love it when a plan comes together”.
What do you specialise in and work with on a daily basis? After almost 25 years, I think computers should do our bidding – not the other way round. We have the knowledge to make it happen – thus, I’m an Automation evangelist. My 2 rules: If you do something more than once, automate it; and if you can’t automate it, you’re doing it wrong. Go back to step 1.
With almost 20 Internet-enabled devices at home, automation is key – until now, I’ve proven my 2 rules are what allow me to still have time for… whatever I need! On a professional daily basis, I try to make sure that any process or action that is done manually can be done automatically. Absolutely no action is forgiven – if it takes 10 minutes, it should be able to be done through automation in 5. “Has someone been doing the same thing over and over again, manually?“ See my 2 rules above - then let’s automate it. A plan is born – let’s make it a reality.
Describe your work/life balance at Sky? In a nutshell – it’s very balanced. I think the objectives are realistic – and that is what, primarily, allows for a healthy balance. When I say “healthy”, I mean for both me and the company – I can leave early if I have to schedule an emergency dentist appointment (happened recently!), and the company knows I will not only fulfil my objectives, but also thrive to improve the business – and both keep pushing each other in the right direction.
What’s the most enjoyable thing about your job? I’ve worked in places where work is just that – work. Nothing wrong with that, but it does somehow block imagination. Here I’m allowed to not only do my work, but also be honest and express my opinion about how the business can improve. I’m lucky to be in a team where both my Manager and Management as a whole welcome any new ideas. Sentences that start with: “Maybe we could… “, “What if we tried… “, “Has anyone ever…? “ are common, welcomed and drive the team and the business forward.
What would be your advice to someone who’d want to do what you’re doing? It’s as easy as: “Believe in yourself. If you do, someone will believe in you.” I know – easier said than done. But if you truly believe in yourself, self and constant improvement will be natural.
An interesting fact/something no one else knows about you? After I returned from New York in 2000, I still follow every New York Yankees baseball game result. And, many times, the whole game live.
“My advice to anyone trying to progress would be to be proactive and take ownership of your development”.
Name: Stacey Mcnaught
Job title: Subject Matter Expert
What area of Sky do you work in and what do you do on a daily basis? Glasgow Retentions and Concierge. On a daily basis I support with coaching and developing our Advisors to drive performance across the site, ensuring we deliver the best experience to our customers.
How did you get into your role? I did well in my role as a Retentions Advisor and progressed onto the Subject Matter Expert position.
How have you made a difference in your role / what’s been your proudest moment working here? After identifying a need for improvement in the training guidelines, we spoke with the Advisors and Managers to take into account what they felt the guidelines should cover. Now that they’ve been updated and communicated with all departments, we’ve been able to improve the quality of our service.
What’s the most enjoyable thing about your job? Inspiring our Advisors and seeing them develop in their role.
Describe your Contact Centre - what makes it a great place to work? The Contact Centre is casual as there’s no dress code, music playing, a pool table to enjoy on your breaks and fantastic incentives, all which creates a vibrant atmosphere. Colleagues are more than happy to help you achieve your goals and help you move up the career ladder. Plus, overtime is always available if you want a bit of extra cash.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I had the opportunity to progress into a Customer Experience Leader role. My advice to anyone trying to progress would be to be proactive and take ownership of your development. You can do this by shadowing and speaking to colleagues already in the role you wish to progress to. This will enable you to find out more about the role and what would be required so you can demonstrate your capability in those areas.
Tell us an interesting fact about yourself. I’m fluent in morse code!