Supporting wider Learning Strategy for CSG, focused on the learning journeys and experiences to grow Skills and Career opportunities across all levels. Working with external suppliers to deliver Accreditations and Apprenticeships.

Core point of contact Learning Platforms. Expert and influencer with current learning experience platform (Thrive) from initial integration to understanding and supporting the needs and learning experience of 18k+ people across Customer Service Group. Focused on UX and UI to ensure accessibility of Learning content is simple, efficient and at point of need.

I use a consultancy approach to lead squads from across the learning and operational teams to do brilliant stuff with solutions, activity, and innovations in learning. Focusing on growth, performance, and transformation, I’m always pushing the boundaries of learning solutions that will drive Customer Service Group to the culture of learning and behaviour change that we are determined to influence and establish.

Design and build learning interventions for leadership audiences that is engaging and encourages self-directed learning and influences the performance and culture across Customer Service Group, both customer and non-customer facing. Using a blend of point of need digital content, 90 minute facilitated workshops and strategic campaigns aligned to specific business area wants and needs.

Tasked to deliver an innovative Leadership Development Programme that Sky is proud of which will be tailored to the needs of our Front Line Leader population (circa 1600), using a blend of learning solutions that creates curious leaders who develop and refine their Knowledge, Skills and Behaviours to deliver brilliance every day.

The CSG Management Coach role is an exciting opportunity which is about providing continuous development and support of Coaching and Leadership methodology to our Customer Experience Leaders (CEL's) and Customer Experience Managers (CEM's). Our aim, to allow our Leadership and Management population to effectively identify and implement appropriate Leadership and Coaching solutions for their people, which will in turn allow the Customer Service Group (CSG) to exceed their customers expectations

As an operational coach my responsibility was to support and develop the advisor and CEL population across the service estate. This ranged from coaching support to embed knowledge to coaching around skills and behaviours through conversation.

As an Sales coach my responsibility was to support and develop the advisor and CEL population across the Sales estate. The primary focus was developing advisor conversation to ensure the gained a full understanding of their customer to deliver a customer centred solution to allow the customer to make an informed decision

Dealing with customer calls into the contact centreProblem solving, ensuring customer problem/queries are resolvedEnsuring that each customer receives excellent service, providing customer careLiaising with managers/other departments to gain/share informationOutsourced to other contact centre’s to assist with coaching and development of staff, ranging from new to existing.Seconded to Business department to work on successful outbound sales dialler (B2B sales)Taking… Show more Dealing with customer calls into the contact centreProblem solving, ensuring customer problem/queries are resolvedEnsuring that each customer receives excellent service, providing customer careLiaising with managers/other departments to gain/share informationOutsourced to other contact centre’s to assist with coaching and development of staff, ranging from new to existing.Seconded to Business department to work on successful outbound sales dialler (B2B sales)Taking escalated calls and issues via paperworkCoaching new staff ( call monitoring and 1-2-1 coaching, developing on KPI’s)Super user for new CRM system involving coaching, taking responsibility for system fault escalations and contacting customer to keep them updated. Show less