Louise has a career that she can balance with time for her family
“Working part-time allowed me to spend valuable time with my children”
Name: Louise Docherty
Job title: Academy Lead
What area of Sky do you work in and what do you do on a daily basis? As the Academy Lead at our Uddingston contact centre, I oversee the induction of all of our new starters, supported by an amazing team of role model Advisors. Our induction programme is going through some exciting changes, to ensure we equip our new people with the support and tools they need to deliver the best service to our customers.
Prior to this, I worked within the Retentions department as a Customer Experience Leader, leading a team of 14 Advisors who were part-time students and working mums. My responsibility was supporting them through coaching and development, and keeping them up to speed with business developments. I also worked with them on different areas of progression to ensure everyone had the opportunity to utilise their strengths.
Encouraging others to constantly develop is important to me so it’s great that it’s a key focus in my current role.
How did you get into your role? I was made redundant from my previous company whilst on maternity leave. I decided that returning to work full-time wasn’t going to work for me as I had two young sons at the time. I heard of Sky through a friend who spoke highly of the company as an employer, particularly the career development and perks, so I decided to apply and have been in a couple of part-time roles here since.
Describe your work / life balance. Working part-time allowed me to spend valuable time with my children; taking my oldest son to school, sports days, attending assemblies and spending all the summer holidays together. With my youngest, I’ve been able to be there for all of his firsts and develop an amazing bond. I absolutely love the fact I have a career and can balance this with my family time.
How have you made a difference in your role / what’s been your proudest moment working here? I’ve had a couple of proud moments working here! Firstly, when I was a Customer Experience Leader, seeing the progression of my team was an amazing feeling. We all started together, so seeing everyone chip in to the success of the team was awesome. My proudest moment so far has to be when I was offered the role as Academy Lead, especially as I was able to do whilst still being a mum, and was supported to achieve my full potential regardless.
What’s the most enjoyable thing about your job? The people I work with and the laughs we have. I also love working in an environment that’s fun and very rewarding.
Describe your contact centre - what makes it a great place to work? Fun! There are always exciting competitions and incentives going on, for example a recent incentive was an overnight stay in London for the boxing fight which really stirred up some healthy competition! There’s also a great social aspect is fantastic, there’s always something going on and a great buzz in the contact centre.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Yes, senior management actively encourage development, they are constantly looking for fresh ideas and give us the opportunity to share our thinking. The opportunities here are endless. My advice would be to never think ‘I can’t do that’. Apply for roles you're passionate about and learn later, you’ll always have the support you need to achieve here.
Tell us an interesting fact about yourself. Hahaha! I actually don’t have one, honestly! I’m pretty boring ;)