Amy Nisbet

Throughout my career spanning over 18 years at Sky UK, I've consistently demonstrated a strong commitment to excellence, versatility, and continuous development. Currently serving within the Recruitment Services Team, my role involves coaching and nurturing a team of On-boarders through day-to-day operations while ensuring exceptional performance delivery.

My journey at Sky began with six years of Contact Centre experience across various departments, honing my skills in customer-facing roles and administrative efficiency. Over the years, I've evolved into leadership positions, such as my current role as a Player Coach at Watermark, Livingston, where I oversee crucial tasks including maintaining employee records, conducting audits, and serving as a subject matter expert on data protection and Right to Work regulations.

During my tenure as a Recruitment SME for Project Velocity, I spearheaded the implementation of vital updates to our recruitment systems, working closely with consultants to streamline processes and ensure compliance with security standards. Additionally, my experience as a Fleet Coordinator and Recruitment Administrator has equipped me with a diverse skill set, from managing company vehicles and overseeing recruitment processes to leading data audits and providing first-class candidate experiences.

My dedication to excellence extends beyond my professional duties. I take pride in staying abreast of industry regulations and best practices, evident in my role as a Data Protection Coordinator where I played a pivotal role in implementing GDPR guidelines, earning accolades for organizing engaging training sessions.

Driven by a passion for continuous improvement, I thrive in dynamic environments where I can leverage my attention to detail, effective communication skills, and strategic thinking to drive positive outcomes. As I embark on new challenges and opportunities,

PLAYER COACH 06/2006 to 04/2024

Sky UK, Livingston

• Responsible for updating and maintaining Employee database which holds over 25,000 employee records
• Monthly audit of at least 100 records, ensuring accuracy of data and minimising risk against CRSA controls
• Conducting coaching & development sessions with On-boarders, tailored to their needs
• Carrying out Audits and provide feedback to On-boarders and management on how to improve service and promote best practice
• Escalations from customers & stakeholders. This includes speaking with managers, learning specialist, HoDs
• Point of contact across onboarding (helpdesk, temp, experienced hire, customer facing and early careers)
• Balancing and allocating workload to the Onboarding team whilst working to dedicated timelines
• Leading on current projects in line with business needs that require Onboarding support
• Co-ordinating and implementing new ways of working
• Communicate changes consistently and effectively across all workstreams and Stakeholders
• Sharing best practice during transition to new RPO
• Creating training packs for new Sky employees and maintain/update as required
• Carrying out continuous improvement and consistency training sessions with the team
• Stepping in as DM to cover and support when required, including times of high volume workloads or process/system changes

RECRUITMENT SME, PROJECT VELOCITY 08/2018 to 07/2019

Sky UK, Livingston

• Working closely with Congnizant Consultants to ensure all current ways of working are captured
• Creating all test scripts for Recruitment Services processes
• Lead a ing team of testers through all test scripts, capturing any defects
• Management and following up of all tickets raised to ensure defects were rectified In a timely manner
• Delivering on both daily and weekly updates, providing details of any concerns or wins from the project
• Rolling out the updates across HR, providing support and training
• Ensuring all ‘how to' guides were updated and consistent with one another

RECRUITMENT ADMINISTRATOR 09/2012 to 04/2016

Sky UK, Livingston

• Booking of Assessment Centres and invite of candidates and Venues for Open Days
• Administering the full Onboarding process for new candidates including Contracts, Right to Work Checks Background Checks Data Entry and queries
• Refer a Friend payments administration and continuous improvement
• Knowledgeable and professional consistent point of contact for candidates, hiring managers and the business
• Providing a quality day to day admin support to the business, candidates and recruitment team, ensuring deadlines and SLA agreements are met in full
• Acting as a key point of contact within the department for both internal and external communication
• Ensuring that all system data is updated in full and accurate through a series of audits on the system
• Maintaining a secure and professional approach to personal data to ensure compliance with GDPR
• Managing all general recruitment queries and dealing with all mail and email input into the department relevant to the Recruitment & CAT inbox.
• Answer Customer queries via the dedicated Telephony service
• Setting up and monitoring Background Checks, ensuring risks are picked up at the earliest opportunity

CUSTOMER EXPERIENCE LEADER 06/2011 to 09/2012

Sky UK, Livingston

• Coached and developed team of 12 new starts through probation in to permanent roles
• Provided 1-2-1 training and development
• Time managed direct reports to drive efficiency and results
• Managed difficult conversation when non-confirming probation
• Resolving customers enquiries as a 1st point of escalation
• Set realistic expectations for my customers and direct reports
• Working within a time management framework.
• Call listening/validation to understand quality standards and areas for improvement
• Worked effectively with my peers to ensure consistency through teams

CUSTOMER ADVISER 07/2006 to 06/2011

Sky UK, Livingston

• Taking inbound calls from customers
• Understanding the needs, problem solving and providing resolution
• Case management
• Adhering to the latest policy changes ensuring I was able to provide the most up to date advice
• Working on customer complaints via an escalation team
• Outbound calling for complex cases
• Cover a wide range of queries, from new customer, to home moves, cancellations, telephony & broadband provisioning, broadband tech
• Cover for Customer Experience Leader, when absent

Higher Level Education