Insight and Decision Science
- Duration: 3 years
- Start date: August 2018
- Requirements: 2:1 degree, or equivalent
- Location: Osterley, West London
About the programme
This exciting opportunity will see you working as part of the team responsible for Data Science and Analytics, Research, Customer communication, Digital Implementation, Insight and Reporting. And that’s not all, to kick start your career at Sky, you’ll work towards completing relevant qualifications alongside your experience.
During your programme you’ll work on projects which involve:
- Solving complex business problems using a wide range of data sources. This ranges from data warehousing and cloud computing to state-of-the-art statistical and computational techniques used and on-the-job learning can open up opportunities in a variety of specialisms such as Machine Learning, AI and Visual Design.
- Doing research on understanding customer decision-making process and translating these findings into business focused actions, allowing the consumer voice to be at the heart of Sky.
- Analysing data and acting as a bridge between research and marketing business areas to focus on the interests of the consumer and features of a brand
- Interpreting trends in human behaviors which aims to increase effectiveness of a product or service for the consumer, as well as increase sales for mutual benefit.
- Collection, deployment and interpretation of data that allows Sky to acquire, develop and retain their customers by targeted marketing
- You’ll have completed or be due to complete an undergraduate degree in any discipline.
- You’ll have good commercial awareness.
- A confident communicator with strong analytical & numerical skills.
- A conceptual thinker
- A problem solver
- Have a passion for our content and products
Girls Only-Technology Insight EveningSign up
- Duration: 17.00-18.30
- Start date: Monday 16th October 2017
- Location: Osterley, West London
Why sign up?
- You could have the chance to take part in a free “Get into Tech” course designed by Sky.
- The ‘Get Into Tech’ course is specifically for girls who are interested in a career in Software Development.
- It begins with a one week course taking place during October half term (so you won’t miss any school), followed by one evening a week for the next eight weeks(finishing just before the Christmas holidays).
What to expect from the Technology Insight Evening:
- More details about the ‘Get Into Tech’ Course
- The chance to have a go at a practical coding exercise with the support of Sky apprentices
- Tour of our exciting Sky Campus
Timings: 5pm-7pm (to avoid disappoint, don’t be late)
Next Steps (There is one simple step you need to take):
- Click and reserve your ticket to the Technology Insight Evening on the Eventbrite page
Any questions, please email firstname.lastname@example.org
“Our Contact Centre in Livingston is amazing, but what makes it truly amazing is the atmosphere created by the people working here”
Name: Tammy Doherty
Job title: Development Specialist
What area of Sky do you work in and what do you do on a daily basis? I work in our Know How department and I’m responsible for making sure that our people receive the best training and coaching possible. We’re here to support our people and ensure that they’re equipped to give our customers the best possible experience.
How did you get into your role? I knew from the moment I sat down on my first day here and watched my trainer bounce into the room that I wanted the job. The natural cheerfulness that surrounded the other Development Specialists was what drew me in. My position started with a 6 month secondment but eventually led to a full-time role which I love.
How have you made a difference in your role / what’s been your proudest moment working here? I was able to introduce a different style of training delivery, which has included video and vlogging which have been used for various training meetings.
My proudest moment is probably seeing someone I trained on their first day here go on to become a TV Engineer only 8 months after they joined.
What’s the most enjoyable thing about your job? The people, they make my role so much more fun! No matter the day, I know I can come in and will be fully supported by my department and all the other amazing people here.
Describe your contact centre - what makes it a great place to work? Our Contact Centre in Livingston is amazing, but what makes it truly amazing is the atmosphere created by the people working here - there are so many amazing personalities here.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Yes I have, I joined as an Advisor in the Home Move department and then became a Trainer which evolved into my current role as a Development Specialist. This role gives me the opportunity to develop my coaching, training and facilitating skills.
Tell us an interesting fact about yourself. I work part-time as a professional zombie.
Karina shares her first impressions of working here...
Job Title: Insight Analyst
How long have you been working for Sky IDS team? Almost 3 months
What area do you work in? Analytics/Insights team for customer retention and CVM.
How does your role deliver value? So far, I’ve mostly worked in developing insights for debt management. So, how to identify trends and the root-causes of our customers getting into debt, then propose relevant mitigation actions. The work we’re doing helps us find the relevant customer segments, understand who they are, why they are doing it and come up with recommendations for further action at the back of it. The goal is to drive reactivation rates and consequently value for the business.
What were your first few days like @ Sky IDS? Hectic but exciting! I came from a small consultancy company (around 30 people) so joining such a big company was definitely a much different experience and I felt incredibly lucky being a part of it! In my first few days, I talked to a lot of people about the work they do and how everything fits into a bigger picture which was like solving a puzzle… I’m still figuring it out. I think it’s really important to get to know as many people as possible and not skip this part in the very beginning, which we usually tend to do by limiting ourselves just to our team. It is also a perfect opportunity to ask as many questions as you want.
What do you enjoy most / did not expect? I think the most impressive and enjoyable thing to me is how meaningful/ actionable the work has been. Only a few months into my role, I’ve already seen some of our analysis translate into real campaigns and real actions. It’s amazing to see that work come to life and proves just how much we can leverage the data to make better, strongly substantiated business decisions.
- Duration: 3 years
- Start date: TBC
- Requirements: 2:1 degree, or equivalent
- Location: Livingston, Scotland
Our Finance team is rooted at the core of what we do, meaning we offer a hands-on experience of being an Accountant in business. You’ll gain experience in producing the financial and operational reporting that will enable us to continue growing every year and, in addition, you’ll complete analysis and partner the business supporting our customer service function.
It’ll be a real challenge – stretching your analytical mind and working with our Commercial Finance teams across the business. But we’ll make sure you get all the support you need to develop valuable and practical experience, and become a rising star in our Finance team.
You'll be based across our Finance functions in our Livingston (Watermark) and Dunfermline sites. On-site facilities include a health and fitness centre and subsidised restaurants.
“You have to follow your own aspirations, nobody is going to pick you out and give you your dream role, you’ve got to show others why you’d be the best and focus on your own development path for reaching your goal.”
Job title: Development Specialist
What area of Sky do you work in and what do you do on a daily basis? I work within the Know How Operations team. I facilitate, deliver and embed change learning and development across our Customer Service Group.
How did you get into your role? It’s been an interesting journey. I started as an Advisor in 2010 as part of the first team within our Stockport Contact Centre. From there I knew I wanted to experience more and see where I wanted my career path to go. I was fortunate enough to secure a position as a community leader for our internal social network and this gave me exposure to the different parts of the business and various opportunities. The department that most appealed to me was Home Service and Supply, so I applied for a role in this department and was fortunate enough to become an Engineer. Whilst in the role an opportunity came up for an Engineer to be a 12 month mentor to a brand new apprentice! I of course applied and was successful. This gave me a taste for coaching, and from that point on I knew I wanted to be a Change Ambassador. I researched the role, made connections with the ambassador team, applied and I was successful and became the generation four ambassador for the East 03 region. In this role, I developed so much as a person and took more away than I could’ve possibly expected. I travelled up and down the country delivering and embedding change as a peer-to-peer coach. This was a seconded role, so I always knew it was never going to be permanent, but what it did offer was an absolutely fantastic development opportunity and learning experience. As the secondment came to an end a vacancy for a Development Specialist within Know-How became available in Stockport (where I started my journey here) which allowed me to remain in role that had it’s feet grounded in development and learning – the rest, they say, is history.
How have you made a difference in your role/what’s been your proudest moment working here? My proudest moment here was being a mentor for an Apprentice when I was in my Engineer role in our Home Service department. The Apprentice (through his own hard work, and my coaching) has gone on to be a high performing Engineer and a truly valued member of East 03.
What’s the most enjoyable thing about your job? The most enjoyable thing about my role, for me, is changing perceptions. I love being able to facilitate change and change people’s perceptions about themselves and confidence in their own ability.
Describe your contact centre - what makes it a great place to work? Stockport may not be the biggest contact centre, but it holds a special place in my heart as I've seen it develop. I was here when it was still being built and when the first Advisors took their calls.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve been here seven years and have seen so many parts of the business and been in so many different roles. It really doesn’t feel like seven years and I feel fortunate to have been able to experience so much of what’s on offer here. My main advice is that we create our own opportunities! You have to follow your own aspirations, nobody is going to pick you out and give you your dream role, you’ve got to show others why you’d be the best and focus on your own development path for reaching your goal.
Tell us an interesting fact about yourself. I’m really into cycling. This year, I'm planning on cycling to Stafford and back which is approximately an 120 mile round trip. I try to do a minimum of 20 miles per day on my bike.
“We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things”
Name: Karen Chalmers
Job title: Head of Customer and Advisor Experience
What area of Sky do you work in and what do you do on a daily basis? I work within our Sales department. I have a fantastic job as I get to look after the experience we provide to our customers, as well as the people in our Contact Centres and Retail teams. I see my role as being their voice and looking for ways to engage and inspire them every day.
How did you get into your role? I worked has a Head of Site when I joined and had a lot of success by focusing on my people and customers. I was recognised for doing that and asked to set up the first Quality Team to focus even more closely on the service we were providing. It was very clear that the key to our success with customers, and ultimately our business is putting our people and customers first.
How have you made a difference in your role/ what’s been your proudest moment working here? I have so many, that is what I love about my role, everyone works together and focuses on what our goals are. I won a Believe in Better award for my leadership and development of others which was amazing, but I’m equally proud of our collective success, for five quarters in a row we achieved Best in Class for complaints by Ofcom for all products! And finally, my team won Best Customer Experience Team at the Contact Centre awards - what a great few years we’ve had!
What’s the most enjoyable thing about your job? Always the people. We work hard but we have lots and lots of fun. Myself and my team are fully empowered to create, innovate and test and trial new things. That’s what I love about working here, we’re brave and courageous.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve had so many opportunities here, and my advice is to network, network, network and don’t play small. Sometimes we talk ourselves out of applying for new jobs, or trying new things. I always say “Go for it”, you have nothing to lose, but lots of gain. Be brave and get out there, be curious.
Tell us an interesting fact about yourself. I was once held up at gunpoint, thankfully I survived!
“I’ve been here for almost 9 years, I started my journey as a Customer Experience Leader in our TV Retention team”
Name: John Rankin
Job title: Head of Sales Operations
What area of Sky do you work in and what do you do on a daily basis? I lead our Broadband Specialist Retention team in our Dunfermline Contact Centre. The team is just short of 500 people and we focus on helping our telephone and broadband customers find solutions. Within my team of Sales Managers, we focus on supporting and developing our people to deliver a world class customer experience and bring to life the amazing products and services we have here, to help make the lives of our customers easier.
How did you get into your role? I’ve been here for almost 9 years - I started my journey as a Customer Experience Leader in our TV Retention team, since then I’ve worked in our Customer Service Estate department. Through development and training here I now have the privilege of leading our amazing Dunfermline team.
How have you made a difference in your role/what’s been your proudest moment working here? Nothing makes me prouder than watching our people succeed. Seeing people grow, develop and take pride in their role, playing a part in something really special. I have been fortunate to lead a lot of people who I’ve seen go on to develop. One of my own proudest moments was being a part of the project team that brought Sky Q to life, this is a game changing product for television and watching it come to life from the beginning to now be in over 1 million homes, makes me immensely proud.
What’s the most enjoyable thing about your job? I love the fast pace, we never stand still. For us to continue to be the market leader and give great service to our customers, we need to continue to innovate and invest. Leading a team that gets to bring amazing things like Sky Mobile, Sky Q, Sky Atlantic (Game of Thrones) and so much more is just awesome!
Describe your contact centre - what makes it a great place to work? At nearly 500 heads it's not a small Contact Centre, but what never ceases to amaze me is the immense community spirit, passion and loyalty here. Everyone genuinely cares about what they do and this comes through in the amazing feedback we get from our customers. It’s this spark that makes the Dunfermline Contact Centre amazing. This breadth of talent and passion means that when we have opportunities, more often than not we are able to promote from within.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve been on an amazing journey here because we’re amazing at nurturing talent, and I am a huge advocate of this. Having started as a Customer Experience Leader and now being a Head of Sales Operation has been a whirlwind but an incredibly rewarding time. My advice would be to always be true to yourself, be the person you are and always look for, be receptive to and act on feedback.
Tell us an interesting fact about yourself. I was once in the TV ads for Norwich Union Direct (Quote Me Happy). Here’s the link: https://youtu.be/NbVG5yzlYKo
“Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! ”
Name: Ann McCormack
Job title: National Quality Manager
What area of Sky do you work in and what do you do on a daily basis? I work in our Service Performance Operations team, looking after all things quality for our Contact Centres across UK, Ireland, India and Bulgaria. What do I do every day? Well, the team and I are proud to say we work very closely with the people we support, doing what it says on the tin, supporting them. For example, we help our people to have great conversations with our customers by shaping and delivering quality standards, bringing our customers into the boardroom and telling their story in an engaging way. We share real examples of best practice via our Quality on Demand portal for everyone to have access to. Also, our toolkits have fantastic fun activities for Leaders to use and to help them share best practice. It’s a really engaging model with a focus on how to get better rather than “here’s what you’re doing wrong” and I love that.
How did you get into your role? That’s a bit of a story but to put it simply; someone recognised that I’d be good at the role and offered me the challenge 5 years ago. I never refuse a challenge and I’ve never looked back!
How have you made a difference in your role/what’s been your proudest moment working here? Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! My proudest moment was a couple of years ago when Anne Marie Stagg from the Contact Centre Management Association was blown away by our positive approach to quality. She tweeted all her followers when she saw our listening posts being used to help our people have great conversations. She said she had never seen that anywhere else in the UK or Europe!
What’s the most enjoyable thing about your job? The dynamic and creative environment.
Describe your contact centre - what makes it a great place to work? Always the people, the caring, sharing and teamwork.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Be curious and share your ideas, be open to suggestions, feedback and most of all love what you do – there’s so many different types of opportunities here.
Tell us an interesting fact about yourself. I’ve been here for 28 years! Or I’ve been chased by a herd of elephants in the Okovango dessert in Africa – that was scary.
“I’ve had the great benefit of many different secondment roles since I started as an agent here”
Name: Michael Mccullough
Job title: Acting Customer Experience Leader (CEL)
What area of Sky do you work in and what do you do on a daily basis? I currently work within the Dunfermline Grad Bay in the Service department and I’m responsible for administration tasks that are needed for the Grad Bay to run effectively. Some of my tasks include; working with our new Advisors, reviewing their calls, providing feedback, and supporting management with organising schedules and gathering data for new incentives.
How did you get into your role? I joined the “Stepping into Management” programme and have continued to work with the Management Team to provide support for our new Advisors which has prepared me for my current role.
How have you made a difference in your role / what’s been your proudest moment working here? I’ve been able to help a number of new Advisors and teams fit into their respective roles.
What’s the most enjoyable thing about your job? I love working with new people and helping them develop into high performing individuals.
Describe your contact centre or area of the business - what makes it a great place to work? Dunfermline is an amazing place to work, the atmosphere is fun and diverse. We have so many specialist teams e.g. Accessibility, New Media and more, which means there are a variety of different opportunities to develop and grow here.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? I’ve benefited from the training programmes offered here, which have allowed me to develop in my role. The best advice that I can give is to always look out for opportunities and don’t be afraid to put yourself forward for different roles.
An interesting fact no one else knows about you: There’s a photograph of me in an issue of the Extra newspaper, with a shocked expression that made me look like a goldfish.