Head of Performance - Service

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Our people make Sky a truly exciting and inclusive place to work – a place where you can be yourself and let your skills shine.

To support our millions of customers, we will deliver a customer service experience that is the Best in the Country.

What you’ll do

As the Head of Performance, you’ll report to the Director of Service Change and Support, within our Customer Service Group and a key addition to our Head of Service community.

We’ll look to you to share clear and evidence-based data on our performance trajectory, helping us understand our current performance, where our opportunities lie and how to achieve the best service for our customers whilst building the rhythm and rigour to the way we work in Service Operations by providing timely and consistent information from Estate-wide performance down to individual contributor level.

You will ask the killer questions about the landscape within which we operate and then generate information that helps everyone, from Director to Team Leader, to solve the challenge or enhance the opportunity

Key responsibilities

• Present concise and insightful performance information and actionable insight to the Service Leadership Teams (Home Service, Service Operations and Digital), to drive the business forward, enhance customer experience, improve operational efficiency and commercial results whilst gaining a reputation for excellence.

• Work in conjunction with the Head of Data solutions to design and deliver the tools which provide access to performance information, tailored to the needs of the business.

• Continually evolve the governance and ways of working which support a high-performance organisation

• Instil confidence of senior stakeholders by ensuring robustness and prioritising requests for support accordingly

• Proactively identify business challenges and opportunities to improve performance across customer experience, operational efficiency and commercial results.

• Seek and sythsise input from multiple sources, including maintaining a broad network of internal colleagues across the business and external experts

• Work in collaboration with the Head of Improvement to identify and deliver opportunities to drive Skys ambition of delivering the best service

• Innovate and evolve an understanding of the drivers for business success, leading to actionable information that delivers results

• Be a visible leader who empowers and coachs their team, giving clear direction and leading from the front

We’re looking for

To ensure your success, you’ll need a passion for data, to support our ability to do what’s right for the customer, our people and the business every time.

Specifically:

• Demonstrable background in engagement and communication with senior stakeholders across multiple stakeholder groups

• Strong problem-solving skills and analytical skills, comfortable with translating and presenting complex data to internal and external colleagues

• Proven experience in the creation and maintenance of the tools within a customer service environment to draw and extract data

• The ability to offer valuable insight and recommendations which support customers, people and business

• Self-motivated and proactive individual who takes ownership of their work, and the work of their team, taking responsibility for decisions

• Organised, methodical and tenacious with experience in building and delivering the governance which supports performance

• The ability to take initiative and play an active role in spotting opportunities and driving change

• Confident in horizon scanning and bringing innovative new ideas in that will benefit the advisor, engineers and customers (being obsessive about customers)

• An inclusive leader, passionate about leading & driving demonstrable impact on inclusivity agenda

• People-focused, leading with passion and driving well-being & people development

• Committed to being curious and continuing to learn / grow / develop

Where you’ll work:

At Sky we operate a hybrid model (3 days office based, 2 days remote)

Our service teams are based throughout the UK, with this in mind we are open to your location but there is a need to be in a Sky office 3 days per week.

Inclusion:

We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against rac