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Work Background
SkyDeveloping Customer Experience Leader
Feb. 2020 - Jul. 2022Stockport, England, United KingdomAs part of an extended 12-month management programme, I stepped into leadership roles within both Customer Experience and Customer Priority functions - areas handling some of the most complex, high-risk issues in the business. I led teams through fast-paced, high-pressure environments, ensuring performance, engagement, and customer outcomes remained strong. I took an active role in supporting team wellbeing, promoting an open and collaborative culture where people felt heard, valued, and empowered to grow. I facilitated regular Team Time sessions, 1:1 coaching, and development conversations to drive performance, build capability, and support individual progression. I also worked closely with senior leaders to discuss, plan, and implement process improvements based on front-line insight. This experience deepened my ability to lead with empathy and clarity while maintaining high standards across service, performance, and customer trust.
SkyComplaints Specialist
Feb. 2017Manchester Area, United KingdomI am a senior-level Complaints Specialist with years of experience leading the resolution of complex, high-risk, and sensitive complaints. I take full ownership of each case - from the customer’s initial contact to final resolution - ensuring every investigation is thorough, fair, and grounded in empathy. I am trusted to handle the most challenging and high-profile complaints, including those involving vulnerability, regulatory oversight, and reputational risk. I write bespoke, high-quality communications, provide clear and compassionate advice, and uphold the highest standards of customer care. I work closely with internal departments to determine the right outcome, influence decisions, and drive improvements across the business. I use data, insight, and customer feedback to identify root causes, improve complaint journeys, and embed a best-in-class approach to complaints handling. My work is not just about resolving individual issues - it is about protecting trust, shaping customer experience, and using every complaint as an opportunity to learn, grow, and raise the bar.
SkySales Role Model
Feb. 2016 - Oct. 2016Stockport, United KingdomEarly in my Sky career, I was selected to support new starters during the final phase of their induction. Chosen for my performance and professionalism, I helped guide and develop teams as they transitioned into live customer service roles. I coached each advisor to build confidence, meet KPIs, and deliver high-quality service. I ran daily briefings, tracked performance, and worked with senior leaders to drive results. I also introduced engagement strategies to boost motivation during this critical stage. This early opportunity recognised my potential and laid the foundation for my future success in complaints, coaching, and leadership.
SkySales Advisor
Oct. 2015 - Feb. 2017Stockport, United KingdomBefore moving into complaints, I worked as a Sales Advisor, supporting customers via Live Chat with queries about their TV, Talk, and Broadband services. Although the role was sales-focused, I regularly dealt with emotionally charged conversations, complex billing concerns, and vulnerable customers needing extra care and clarity. I took ownership of each interaction - whether customers wanted to change, cancel, or escalate their service - and always aimed to resolve issues fairly and with empathy. I was trusted to turn difficult conversations into positive outcomes while achieving performance targets like Save Rate and Net Promoter Score (NPS). My approach combined strong product knowledge, calm communication, and an ability to recognise the difference between a sales opportunity and a customer in distress. This early frontline experience helped build the foundation for my later success in complaints and complex case resolution.
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