Transition Relationship Manager - SKY

Transition Relationship Manager: Sky Contact Centres

6-9 month contract - Based out of our Scotland (Dunfermline, Uddingston, Livingston) or England sites (ideally Newcastle or London but open to other locations)

Think innovation. Think Sky, a FTSE TOP 30 and the UK's favourite triple play provider- TV, broadband and telephony. Now in over 10 million households we entertain, excite and inspire customers with the combination of great content and great innovation. This is the driving force behind our growth as we strive to be the UK's no. 1 choice in entertainment and communications.

As our Transition Relationship Manager you will operationally lead the novation of our partner contracts and drive the operational performance to deliver "the best service in the country" to our Customers migrating from the O2 network and platforms to those of Sky.

What you are responsible for:

Delivery of the novation of the partner contracts to Sky terms, working practices and security & compliance standards

Managing the operational relationship with our partners, ensuring that they deliver to the Sky terms, working practices and security & compliance standards

Delivering and agreeing a service improvement plan with each partner that is sustainable and delivers against stretching targets

Finding innovative solutions to support the delivery of the migration.

Working closely with the Project team in London as the operational lead

Delivery of all operational action into the onsite team in Newcastle, working closely with Newcastle centre management to ensure that the Newcastle site is a great place for our people to work

Contributing to the implementation of the migration services plan

Working with the Retention and Service teams to help manage and resolve any issues following migration

Influencing the behaviour of others by leading by example and always representing the Sky Values & Sky Leadership Behaviours

Contributing as part of customer operations, involvement in ad hoc activities / projects

Carrying out your duties to comply with Sky's Health & Safety regulations and policies

Working closely with Newcastle Centre management to ensure that the Newcastle site is a great place for our people to work.

The biggest challenges facing you in this role are:

Doing the right thing for the customer whilst achieving KPI's

Balancing technical capability and engagement skills to ensure you deliver through Partners and the Project team

Matching and maintaining the pace of the Project team, ensuring the delivery of multiple project work streams

Delivering in real time across multiple contacts in different countries ensuring that Service levels are exceeded

People will talk about you as being a Manager who is:

A customer champion who is well connected and creative whilst focussed on the practical

An inspirational leader who drives performance

A team player who can deliver as part of a cross functional team.

Someone who has a strong service and sales ethic, who is quality focused and approachable

Someone who introduces and embeds change initiatives

What next?

If you feel you have the skills and experience to be a success in this role and want to join our team please click 'Apply Online'

' It's our people that make Sky the UK and Ireland's leading entertainment company. That's why we work hard to be an inclusive employer, so everyone at Sky can be their best'

Salary: . Date posted: 15/07/2013