- Designing engaging content for transactional communications and mailings while adhering to brand guidelines and bringing them to life- Supporting the end-to-end delivery of projects to make sure communications meet requirements, including planning of workload, timelines, leading design meetings/calls and answering project questions/requests where required- Working with business areas to gain an understanding of our customers so we can make sure we create content to meet their needs- Run workshops to understand business requirements and showcase content to stakeholders- Cleary document changes and requirements so they can be understood easily- Obtain approval of requirements and changes from stakeholders - Create and maintain relationships with other business areas, customers and stakeholders at all levels- Carry out design testing to make sure changes meet business needs- Communicating with other business areas to keep them up to date on progress of work, throughout and after delivery- Proactively seek areas of improvement by liaising with stakeholders and other business areas to identify potential pain points, and work together to make these better - Co-ordinate workload in terms of priority and delivery timelines- Keeping all documentation up to date- Quality checks and attention to detail on all delivery

Currently expanding my skills in a 6 month secondment within the Communications & Engagement team.Responsible for creating, curating or reviewing all communication content across the Contact Centre Operation, Retail and Home Service Engineers. • Looking after communications regarding new products, services, business change and day-to-day notifications all underpinned by Sky’s values and purpose.• Creating effective communication plans, identifying key messaging and supporting a successful delivery.• Liaising with different areas and people to source good stories that we can showcase to the business on the local intranet site.• Translating and simplifying complex topics bringing this to life for the audience in a way that was relatable and easy to understand.• Creating engaging communications at all levels through a range of different channels, such as written briefs, email, local intranet sites and videos.• Protecting the headspace of our people by working with a number of stakeholders across the business to prioritise communications and manage volume.• Using Trello to help plan, prioritise and balance workload across all channels.• Linking in with the comms network to understand how content will land effectively on each site.• Managing time to hit deadlines and prioritise workload effectively.• Quality checks and attention to detail on all delivery.• Managing and influencing stakeholders at all levels.• Putting creativity at the heart of everything and make things simpler and better for our people and our customers at all times.

Responsible for maintaining and creating the content for internal, bespoke knowledge bases and training across the Customer Service Group, Sky Business and NOW TV.- Looking after content across the Customer Service Group, Sky Business and NOW TV regarding new products, services, business change and day-to-day notifications.- Managing and influencing stakeholders at all levels.- Quality checks and attention to detail on all delivery.- Managing time to hit deadlines and prioritise workload effectively.- Found ways to work smarter to successfully deliver additional tasks (such as knowledge preview sessions, call monitoring and taking etc), without compromising the quality of BAU activities. - Involved in creating a new version of our authoring tool. This resulted in vital improvements for the team to help them do their job, along with introducing functionality so others areas could manage their own content.- Using Trello to help plan, prioritise and balance workload across all channels.

Responsible for maintaining and creating the content for internal, bespoke knowledge bases and training across the Customer Service Group, Sky Business and NOW TV.- Managing and influencing stakeholders at all levels.- Looking after content across the Customer Service Group, Sky Business and NOW TVregarding new products, services, business change and day-to-day notifications.- Helped shape tone of voice and quality assurance guidelines within the department which meant all content was written in a consistent manner and to a high quality.- Successfully delivered all content on time despite the fast pace of change for new product launches, maintaining legacy tools whilst also improving content ready for iKnow and iKnow2.- Found ways to work smarter to successfully deliver additional tasks (such as knowledge preview sessions, call monitoring and taking etc), without compromising the quality of BAU activities.- Involved in creating a new version of our authoring tool. This resulted in vital improvements for the team to help them do their job; along with introducing functionality so others areas could manage their own content.- Created training material on how to use our own tools.- Facilitated user sessions across several sites to gather feedback, including organising points ofcontact and advertisements / promo.- Conducted call listening / taking within the contact centres to understand what I could do to improve the customer journey and understand how this would impact advisors.

Responsible for answering customer calls, managing complaints and supporting back office activities where required.- Worked with internal People's Net team to investigate issues with Sky Talk and Broadband orders, including looking for resolutions.- Highlighted issues to relevant stakeholders e.g. system and process issues. - Nominated as a Subject Matter Expert (SME) and mentored new starts by floor walking and being on hand to answer any questions.- Providing feedback to other business areas of the business to make sure quality and compliance was adhered too.- Responsible for implementing a new Data Protection process across the sites.

Responsible for reviewing advisor feedback from the knowledge base and making sure this is actioned where appropriate.- Liaising with Content Controllers to understand changes which may have been needed to the knowledge base.- Responsible for making changes to content and facilitating stakeholder sign-off.- Collating feedback left from advisors and categorising this to determine if change wasneeded and to which extent.- Feeding back to agents to let them know if changes were being carried forward or not, thiswas done via email or face-to-face.This was a 6 month secondment during my time as a Customer Advisor.