There's never a dull moment, Karen tells us about her new role in the Trading team
Name: Karen Gordon
Job title: Senior Trading Manager, TV Retention
What area of Sky do you work in? Trading, Commercial Group
What does a typical day working here look like for you? There’s no typical day which is one of the reasons I love my job. Working in Trading is very fast paced and there’s always something new or a new challenge that keeps me driven. My role includes providing support to the Contact centres to help them have great customer conversations and that can be anything from managing the launch of a new product in the Contact centres, delivering Content Roadshows to analysing performance data for opportunities to reduce churn and increase revenue.
What’s the most enjoyable thing about your job? I’ve always felt extremely proud to say I work here as it’s such an iconic brand. I look back at my time here and whilst so much has changed, the one thing that remains constant is that we’re consistently looking to be innovative and give our customers the best in the market - from the best content to the best products. To work in Trading and be a part of that from the original idea, through to making something becoming reality is just so rewarding. Without sounding cheesy, our motto is Believe in Better and we really do live and breathe that philosophy. It’s one of the many things I love about the business - that we never do stand still.
So, you’ve recently been promoted, tell us a little about your previous role and what’s changed. Previously, I worked as a Trading Manager in Value so also in Trading but my priorities in Value revolved a lot more around how we bring the value of our Sky Sports, Sky Cinema and TV products to life for our customers so they get the most from their Sky package. It’s been an incredible year in Value as following on from our new Sky Cinema proposition and Sky Q launch, we totally changed our Sky Sports proposition last year to give customers a lot more choice and better value to watch and pay only for the Sports they love. That was a huge project as we had to have the pricing and packages perfect for both the business and the customer and then make sure we had all of our teams across the company trained and equipped with all the knowledge to sell or save Sky Sports.
What are you most looking forward to in your new role? I’m really looking forward to a new challenge. I loved my previous role and will be sad to leave the team behind however I am a firm believer in constantly challenging yourself and learning something new. I had been in the Value team for 3 years and our performance has been getting better every year. TV Retention offers a new challenge and gives me a fresh set of goals to achieve in the next 12 months. I relish the opportunity to really make a difference whilst working with new stakeholders and a brand new team.
What’s been your proudest moment since working here? Wow! There have been so many so it is difficult to single one out. Over the last few years, I’ve worked on a number of projects and when you work on something for a long period, investing a lot of time and effort from the initial idea and then see it come to life in customer conversations, it’s such an amazing feeling and makes all the investment and hard worthwhile. It’s always great to be recognised by your peers so I would also have to say that winning a Star Award on three separate occasions, particularly the Team Award for best Sports & Cinema performance in seven years was a real high as it recognised success through great teamwork.
Describe your work/life balance? My son Luke is only eleven so it’s essential that I get the balance just right so that whilst I feel fulfilled and can develop in my career, I’m not missing out as a family. My job involves travel to various sites across the country so we make the most of Face Time when I’m away and I sometimes think being eleven and a technical wizard, Luke’s more likely to have a proper discussion online than face to face. I do work hard Monday to Friday and sometimes, that can involve working late but I don’t mind that as I never work weekends so can always plan either family or me time.
What advice would you give to others trying to develop their career? I would say to always have a development plan, even if you only update this twice per year and don’t be afraid to take a side step in order to get the job that you want. I’ve been fortunate to have had different roles in the Contact Centres, in Marketing and Trading and I have loved every one of them. I’ve always been proactive about my career to make sure that it is fulfilling and I feel challenged. If you feel you are in a rut and are not sure what to do next, I would suggest a mentor who would help give you some support and guidance.
How have you challenged yourself outside work recently? Last year, I was asked this question and I said that I had climbed Ben Nevis on my birthday and had cake and prosecco at the top. In response, my boss suggested a team climbing challenge so alongside my amazing team, I completed the 3 Peaks challenge in a day, helping to raise almost £25k for charity. I was incredibly proud … and exhausted!!
Charlotte takes us on her journey from working in Beauty to Retail Account Manager in NOW TV
Name: Charlotte Hackney
Job title: Retail Account Manager
What area of Sky do you work in? NOW TV’s Retail Team
What’s your career journey been like up until now? Before I started working here I worked at a small Beauty company of 23 people, so the difference couldn’t have been greater. I really enjoyed the transition and working in a larger wider team.
What does a typical day working here look like for you? It honestly depends on the day! Monday involves a lot of analysing and forecasting sales figures but the rest of the week can involve meeting retailers discussing and planning promotions and marketing campaigns to drive sales. I’d say the main part of my role is to always challenge our Retailer teams to ensure we are maximising our activity.
If you’ve been here over one year, how have you made a difference in your role? I think the difference I’ve made in my role is adding a different perspective to our approach, not always doing the expected. As a team we really embrace new ideas and approaches – no idea is a bad idea!
What’s been your proudest moment since working here? I’ve so many it’s hard to narrow it down… presenting with my colleague Kammy at a Tesco conference for two days to their electrical staff, driving double digit Black Friday growth, deciding the NOW TV box strategy and direction and finally the Women@Sky & NOW TV initiatives I’ve been involved in driving.
What’s the most enjoyable thing about your job? My favourite part of my job is building relationships with clients – sometimes a challenge but ultimately really rewarding!
Describe your work/life balance? The NOW TV Retail Team offers me great flexibility around my commitments, in the role you’re often out of the office visiting clients 1-2 days a week or working from home. We work in an environment where flexible working is encouraged.
What advice would you give to others trying to develop their career? Never rule yourself out because your experience isn’t directly related. I moved from a career in beauty, to electricals and content. All experience is relevant and you never know what extra dimension you can add to discussions.
Technology Apprenticeship Insight Evening (Livingston, Scotland)Apply now
- Duration: One day
- Start date: 20th February 2018
- Requirements: We're looking for 16-24 year olds who are keen to find out about Technology. No previous experience in needed for the Technology roles.
- Location: Livingston, Scotland
- Introduction to Sky
- Tech Taster Activities-Getting to experiment with some technologies, hear from existing Apprentices and Apprentice managers
- Tour of the Sky Campus
"I have proud moments every day"
Name: Robbie Mason
Job title: Home Service Ambassador
What area of Sky do you work in and what do you do on a daily basis? I work within the Home Service and Supply North 7 department which covers the Merseyside and Manchester area. We're responsible for covering all of the installations and service visits for customers in the area. On a daily basis I spend time with our Engineers in the field helping them find ways to improve performance and ensure that our customers always get the best possible service.
How did you get into your role? I'd been an Engineer for a while and thought the Ambassador role looked like an exciting opportunity to build my experience, so I applied and was successfully offered the role.
How have you made a difference in your role / what’s been your proudest moment working here? I have proud moments every day as I get to spend time with our Engineers helping them to improve the service we offer to our customers. Seeing an Engineer put a suggestion I've made into practice is really rewarding to see because our customers feel valued and the Engineer feels proud.
What surprised you most about your role? I was surprised by how much our senior management team value the Ambassador team – they rely and trust us to be the voice for our customers.
Describe your work/life balance: I work long hours as I support Engineers across our region, so, I'm always travelling. However, when I get home and on my days off, that time is totally for me and my family. The hard part is that I enjoy my work so when I have a few days off in a row, I feel I'm missing out!
Have you had the opportunity to progress? What advice would you give to others trying to develop their career? Since I've joined, I've had lots of opportunities to develop and progress my skills. My advice would be to be open minded and ensure you're always positive about change and are embracing it.
Your top application tip for people applying now: Always try to look at things from the customers point of view, and think about how you'd like to be treated as a customer.
An interesting fact no one else knows about you: I was once in Brookside, not a big part, but it's always been my claim to fame as I'm from Liverpool.
A lot can happen in six years! Chelsea-Lou in our Change Delivery team runs us through her work experience so far...
Name: Chelsea-Louise Martin
Job title: Associate Business Analyst
What area of Sky do you work in? Change Delivery
What’s your career journey been like up until now? Exciting, varied, challenging but I’ve loved every minute. I began work here just over six years ago. Starting in the Customer Relations team handling customer complaints. That was a weekend job whilst I was still studying – and I’m still here! I’ve had loads of opportunities over the years; working as part of the Fibre team when first launched, then moving to support our customers who had technical issues with their services, also trying my hand as a Team Leader.
Before joining Change I worked as part of the Improvement Chain team which was a real eye-opener into another side of the business. It allowed me to meet new people, experience new things and acted as a stepping stone for me to move into the role I’m in now. I wouldn’t change a thing about the journey I’ve been on – it’s helped me get to where I am today.
What does a typical day working here look like for you? Busy and varied, but always full of fun. It would typically involve multiple conference calls with our colleagues across the business, and a number of different analysis activities. It can range from requirement gathering, journey and process mapping, to reviewing test evidence and signing off training material. You never truly know what each day has in store for you until it arrives, but that's the exciting part - you're always kept on your toes.
How have you made a difference in your role? I’ve been able to bring my operational experience and knowledge into the team which has helped out significantly when it comes to certain elements of process mapping when looking as how things are today.
What’s been your proudest moment since working here? Being part of the successful Sky Mobile launch for both SIM and Device.
What’s the most enjoyable thing about your job? The variety and the people I work with; it never gets boring as every day brings something new, and the people you work with always makes sure the day is full of banter.
Describe your work/life balance? I like to think I can balance work and life pretty fairly. There are peaks where I need to put in a few extra hours to get through things, but the flexibility of our department allows me to take some of that time back when it suits.
What advice would you give to others trying to develop their career? Never give up, and don’t let what you want pass you by. Put in the hours and take matters into your own hands.
An interesting fact/something no one else knows about you? When I was younger, I drew a picture of Fizz from the Tweenies, sent it in to CBeebies and they showed it live on TV.
"Sometimes it doesn't even feel like work as I often get to have great conversations with customers about their day or their favourite shows and movies"
Name: Kerri Molloy
Job title: Sales Retention Advisor
What area of Sky do you work in and what do you do on a daily basis? I work within the Retentions department of our contact centre in Uddingston. Our department supports customers who are looking to cancel their package with us. It's my job to rebuild the value of our services and packages, to help to keep them as customers.
How did you get into your role? I was unfortunately made redundant from my previous job so I was actively looking for another one. I joined thinking the role would just be something to tide me over for a few months, and here I am, still here nearly three years later.
How have you made a difference in your role / what’s been your proudest moment working here? I have proud moments every week, especially when I hear feedback from customers on the service they've received from me. I absolutely love knowing that I've made an impression and that someone has taken the time to feed that back to us.
What’s the most enjoyable thing about your job? I love having conversations with our customers. Sometimes it doesn't even feel like work as I often get to have great conversations with customers about their day or their favourite shows and movies. I also enjoy coaching new starters, it's nice to see them do well and make me feel very proud.
Describe your contact centre or area of the business - what makes it a great place to work? You can feel a real buzz as soon as you walk through the contact centre doors. The people that work here are amazing and there are so many perks to the job, such as free SkyQ, bonuses, prizes and gifts. It's just a really great place to work.
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 be a Role Model Advisor working with new starters in the business by helping to train and mentor them, as well as setting a good example. My advice would be that if you really want something, strive to be the best version of yourself and you'll be able to do anything you put your mind to.
An interesting fact no one else knows about you: My guilty pleasure is watching Cruising with Jane McDonald, I have all of the boxsets download.
What does a Resource Analyst do? David explains...
Name: David Winter
Job title: Resource Planning Analyst
What area of Sky do you work in? NOW TV Operations
What’s your career journey been like up until now? I worked eight years in contact centres finishing as manager within operations, before taking a role as a workforce planning analyst, where I was responsible for forecasting the contact volumes and creating staffing schedules to match them. After being made redundant, I took a job with Allianz Insurance to broaden my long-term forecasting knowledge. Then applied to NOW TV to put my existing short-term forecasting skills to good use – all the while keeping my eye on the next step to Resource Planning Manager.
What does a typical day working here look like for you? I run the figures from the day before and put them into the forecast tracker for later analysis. Daily figures are added into the forecasting models and I then work the data to create a base forecast. I then use various contacts within the business plus information available online to be able to overlay the forecast with any contact-driving activity such as the Premiership or marketing promotions.
I sometimes provide data for Insight reports and also attend a number of project meetings to ascertain the impact they may have on future contact volumes. During the week, I also collate the data that will form the slide deck for the weekly Planning call I host.
If you’ve been here over one year, how have you made a difference in your role? I’ve streamlined, evolved and, at times, redesigned the forecasting models that are used to generate a resource requirement. The processes are now quicker and also more accurate, allowing me to take some time to review other processes and ratify data sources with key stakeholders and end users.
What’s the most enjoyable thing about your job? The most enjoyable thing is knowing that your role and the information you supplied has made a difference – comparing the forecast to the actual contacts and recognising that my forecast generated the correct resource to deal with the volume received.
What’s your work/ life balance like? The good thing about working here is the company’s amazing recognition that there needs to be a work/life balance.
One of the big benefits of working in such a large campus is that there are a number of ways you can maintain your work/life balance onsite; from going to the gym, to watching a film, to ice skating, to pop-up markets. The business also recognises that people have lives, such as childcare arrangements, kids’ school events, the opportunity to purchase additional leave and many other things that really enhance the pastoral care and consideration given.
What advice would you give to others trying to develop their career? Always think positive. Have a clear idea of where you want to go and engage your manager. My experience is that they are all open to helping you where they can. Think big and make opportunities rather than waiting for them to come along. Also recognise that everyone walks a slightly different path and so don’t start comparing yourself to other people – compare yourself to where you want to be and don’t ever be afraid to ask.
An interesting fact/something no one else knows about you? My family were friends with the man who designed a number of the Bond cars including the white Lotus from The Spy Who Loved Me. As a kid, I was very excited when I got to use his same inks to draw a picture of Roland Rat (anyone under 30 can google that one).
Nima rounds up some of our top moments in 2017
To say the last 12 months have been staggering for our internal LGBT+ network would be a huge understatement. As we wave hello to another year, it’s the perfect time to pause and celebrate our achievements from the last year. I honestly can’t think of another year where our network has had such a profound and moving impact on the wider business, our colleagues, partners and our customers.
If you’ve been involved in any way – marching, campaigning, organising, tweeting, or simply promoting our activities with your colleagues – you’ve helped pave a bright future for inclusivity and diversity. Your actions, big or small, have contributed to a wider discussion about how we, as a company and as a society, celebrate our differences and allow everyone to ‘Just Be’. You've every right to feel extremely proud.
To limit all our activities into a single recap hardly touches the surface, but here’s a quick look at some of the things we got up to over the last 12 months:
We rose 61 places in Stonewall’s Workplace Equality Index, now 162nd place. This is top out of ten media-sector organisations.
We also developed two new support guides for managers and colleagues.
We celebrated LGBT History Month and as part of this, the network took a roadshow around Scotland to remind people on some of the key facts that make up LGBT history!
We hosted showings of WONDERKID in Osterley, Manchester and Leeds. The 30-minute film follows the inner turmoil of a talented footballer battling with the stress and scrutiny of the modern game and the concealment of his sexuality.
Charitable causes have always been close to our heart, and on April 12, colleagues from our network visited a home run by the Albert Kennedy Trust in London that supports LGBT 16-25 year olds who are homeless or living in hostile environments.
May 17 was International Day against Homophobia, Biphobia and Transphobia and what a day it turned out to be! We decorated offices all over the UK and Ireland, organised bake sales, parties, face painting, we dressed up and there were drag queens!
June to August
Nine Prides in three months, wow! This truly was our biggest and brightest commitment yet to diversity and inclusion. Nearly 400 Sky colleagues and their guests marched in parades, ran pop-up stalls, gave away 22,000 Sky rainbow face paints, and interacted with over 8,000 members of the public at our photo experiential stand.
It truly was a phenomenal summer, and considering that we went to only two Pride events in 2015 and four in 2016, we doubled our efforts this year and we were welcomed with twice the support, love and generosity from our colleagues, sponsors and Allies.
We sponsored The Attitude Pride Awards. Ten awards were presented to some incredible and inspirational people.
The Icon Awards recognise the very best individuals, groups and companies working on behalf of diversity and inclusion in and across Scotland. Over 60,000 nominations were cast to find 100 finalists across Scotland and we were even nominated for a couple!
October is at the heart of Awards season, with some lucky members being able to attend the Attitude Awards and our network scooped two awards at our very own Shine Awards!
The big story of the month was Rainbow Laces Week. As part of our activities, we discussed the campaign on Sky Sports’ The Debate Show, we held a launch event at the Cinema in Osterley with Olympic gold medallist Kate Richardson-Walsh. The rainbow motif was splashed all across Sky Sports and colleagues all over the UK and Ireland donned their Rainbow Laces.
In addition we marked National Transgender Awareness week with a week of amazing content and stories from our people.
We supported our friends at the Terrance Higgins Trust and Waverly Care for World Aids Day, our social media activity reached nearly 150,000 people and we raised nearly £500 for the cause.
Thank you again for making an incredible 2017, let’s make 2018 even bigger and better!
We caught up with Jose after Rainbow Laces week
I used to hide my sexuality in the workplace in the false belief that it was best for my career. Thinking that not talking about my private life would never be an issue in a work environment – at the end of the day we should just focus on our job, right? It certainly helped me avoid awkward chats for some time, but I also became more and more disengaged from my colleagues and therefore disengaged with my job. Through the years I’ve learnt to force myself to open up and be more proactive when disclosing that I’m gay, and it’s been somehow easier in some places rather than others. I’ve never worked in such an inclusive environment. Here we celebrate that everyone’s different in their own way.
That’s why – I jumped at the opportunity to collaborate with the Rainbow laces campaign. I’ve been rowing with the only LGBT Rowing Club in the UK, London Otters for over a year. I started with their learn-to-row courses, progressed through different squads and I am now Deputy Captain for land training activities. It’s been one of the most enriching and fulfilling experiences in my life. I really wanted to showcase the work the club does in beating homophobia in competitive sports and celebrating inclusion by welcoming everybody that wanted to row or learn how to row.
We came with the idea of hosting a regatta within the Rainbow Laces week in which our squads would race against each other in different colours with each boat forming a rainbows: the Rainbow Races.
When I asked the LGBT network for support they put me in contact with Jon Holmes, Editor at Sky Sports Digital who featured us on the webpage secured some coverage within Sky Sport News in just a couple of days. I couldn’t believe how supportive and willing everyone’s been. They just saw the value in helping other people and made it happen!
As a result of that, some of our members told their stories on how the club has helped them, you can read a little more here: http://www.skysports.com/more-sports/news/29877/11156413/rainbow-laces-how-the-london-otters-lgbt-rowing-club-brings-people-back-to-sport
Marketing (Osterley, West London)Apply now
- Duration: Two years
- Start date: 10th September 2018
- Requirements: Minimum of 5 GCSEs A* – C (including English and Maths) plus achieved or studying towards 2 A-Levels (or equivalent).
- Location: Osterley, West London
How our programme works and your key responsibilities
During your first week, you’ll be enrolled into a tailored Marketing Bootcamp to learn the basics of marketing and key skills to succeed in this field. Following this, your first year will be spent in one of three Marketing teams (TV Products, Broadband or Mobile). The second year of your programme will be spent doing two six month rotations in Digital Marketing (Digital Strategy or Online Trading).
Marketing (Year 1)
Deeply embedded in the brand, you’ll get an understanding of everything there is to know about our products in order to gain new customers and keep existing ones too. You’ll also help ensure our products are commercially viable and exactly what our customers want.
You’ll gain an understanding of multiple marketing channels including Email, DM, Radio, Press, TV and Digital Display working with our creative agencies to execute end to end Marketing Campaigns for your assigned products. You’ll need to be monitoring performance on an ongoing basis and ensuring the campaign stays on budget and on target.
The Marketing teams are highly ambitious, driven and dynamic and the diversity of the role itself will give you a well-rounded set of skills to take forward in your career.
Digital Strategy (Year 2)
You’ll learn about developing digital marketing communications, gain an understanding of multiple digital media channels, predominantly display advertising, video and native (including social). You’ll work closely with our media planning and buying agency to ensure the highest standards are met across our activity. The team is highly ambitious, driven and dynamic and prides itself on driving the development of world-class approaches to Digital Marketing.
Online Trading (Year 2)
You’ll learn to find opportunities to cross sell and upsell TV bundles and mobile packages to our existing customer base via the online e-commerce site. You’ll need to prioritise activity that will deliver the best results. Focussing on driving core customer experience and revenue to the business. You’ll be working with Internal and external stakeholders (legal, brand, product teams, finance, e-experience, procurement, creative agencies) to ensure any new offers or creative are approved and launched in a timely and cost efficient manner.
Qualification achieved: PR and Communications Apprenticeship Standard
- Highly ambitious and driven, with a passion for Marketing and a willingness to learn more about the industry
- Excellent communication and team working skills
- Able to work in a fast paced environment
- Able to pick things up quickly and work well under pressure
- Experienced in using Excel and Powerpoint
- Minimum of 5 GCSEs A* – C (including English and Maths) plus achieved or studying towards 2 A-Levels (or equivalent)
Happy to talk flexible working.
It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.
If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.
Believe in better