Title Page
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Engineer Details - Payroll Number must be included
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Prepared by
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Conducted on
Expectations and Information
Expectations Of The Engineer Role
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We want to provide the best service in the country, in order to do this there are some minimum expectations of what you need to do in your role for our customers.
This expectation is not exhaustive and may be subject to change at any time in order to provide this level of service.
1. The ETA
• Ring the customer the night before if working, or before 9am your first work day and provide a 2hr window
• Ask the customer if they have received their SKY Q Hub, is it installed and up and running? (If not, ask them to follow the instructions and setup in preparation for your visit)
• Check if the customer has received their new viewing card in the post
• Ask the customer to download the SKY Q App onto their tablet, you will explain more when you arrive
• On the day, if you’re running late /behind update the customer and keep them informed, also give them a courtesy phone call to let them know you’re on the way – Keeping your customer informed will help with NPS &CSAT results
• It is good practice to have as much knowledge as possible prior to a visit so you are prepared
2. MFT Compliance
• Before travelling to any visit select on route
• When you arrive at your visit select on site
• Complete a thorough risk assessment prior to starting any work at the customer’s property
• Discuss all aspects of the installation/service visit with the customer before starting any work, including where all drilling is required to take place
• On service calls, you must identify the correct fault and detail this on your MFT device in the drop down box. Once the service call is completed you must also select the correct actions you have taken to repair the system.
• You must sign off the visit as complete before moving onto your next visit
3. Arrive On Site
• Smile and introduce yourself, remain polite and professional at all times and in full uniform with ID Badge clearly displayed.
• Check with the customer as to where they intend to have the STB(s)
• Check the Sky Q Hub is installed correctly and up and running
• If the Hub is not installed then you will need to do this before you do anything else, whilst the router is settling ask about the dish location etc.
• Once everything is up and running and you know where the STB(s) are going, you should perform a Wi-Fi check throughout the house with your Sky master 3
• Start at the router then move around to where the boxes are going to be located to check you are receiving a good network coverage. (Your meter refreshes every 30 seconds so ensure you take your time)
• The Sky Q silver box would be suited in a room with the best Wi-Fi signal, carrying out your checks in advance will confirm the ideal location.
• If there is poor Wi-Fi coverage in a room where the STB is intended to be Installed, you may need to consider installing Sky boosters -
4. External Work
• In most cases you will be required to change the dish and install a new LNB, if no dish access is possible but visit can go ahead escalate to your TM.
• As per working practices if the current dish is old, discoloured or dented in any way then this should be changed to provide the best service for our customers
• Always check the cable for breakages/barrels and replace the cable if necessary (if new cable cannot be used then this must be escalated to your TM)
• Always change the F-connecters at the dish to the new style connecters
• Perform a data logger at the dish end
• Ensure that all entry/exit holes are sealed with sealant and a burst plate is used if required
• Ensure that the eyebolt hole is capped
• Old dishes/cable or any other rubbish must be removed from the customer’s property
• It is mandatory that NO stock is left with a customer for an independent company to install
5. Internal Work
• Ensure all grommets are inserted on exit/entry holes
• Check/change to new F-connecters and perform data logger where the STB is going to be installed
• Once all data loggers have been completed upload and attach to the job sheet (There should always be 2 separate data loggers)
Installation - Please refer to the iKnow 2 article Sky Q Installation guide for the correct process to follow
Troubleshooting
• If there is more than one mini box, go the closest room to the Hub or Sky Q box. Avoid starting too far away, this helps create the Wi-Fi hotspots from the start and a strong connection throughout.
• Connect to the network using the directions through the box, then WPS the router to make sure it connects on 5Ghz.
(Using the WPS button to do this initial connection has led to problems with it only connecting at 2.4 GHz)
• In some instances a message may come up stating there has been a problem connecting. Let the box restart, when it reboots follow the steps to connect it to the network once again.
• It has been found that connecting to the Q silver seems to work better than the router but not a necessity if it's out of range.
• If the box starts up with “press WPS button on nearest box" then simply go to the nearest device and hold the WPS down.
• Do not try and perform software downloads on mini boxes simultaneously, it will kick it out on all boxes, do them one by one
• Once all the STB(s) are connected use the chrome app to check the devices and the mesh is all good. If they are connected and green, then it's a good network. If any connection is red or Amber consider moving boxes or putting in a booster. -
The Showcase
• Consider starting the showcase whilst the mini boxes are performing their software download – this is also a great time to find out what other channels your customer may or may not have signed up for
• Tailor the showcase by showing the customer how Sky Q works
• Ask questions around what the customers’ reasons were for choosing Sky Q
• Find out what the customer likes watching the most by highlighting their interests and how best to navigate to them
• Install the Sky Q App and the MySky App onto their home devices such as iPads and phones
• Show the customer the lost remote beeper button
• Mention fast forward on to guide performs a 24-hour skip.
• Demonstrate and promote additional apps available including photos, sports updates and music
ACE
• Ensure you are up to date with the latest offers for ACE by visiting https://our.intranet.sky/HomeServiceACE/
• Highlight the offers available for channels the customer has not already signed up for
• Can they benefit from a touch remote if they only have a 1TB installation
• Finally leave the customer with Sky Q booklet and the NPS leaflet highlighting the survey.
Objective of this Support Plan
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The objective of this plan is to increase performance for specific metrics by ensuring we follow best practise at all times and deliver great customer service. In addition to this we want to ensure that our engineers are trained to a high standard and identify the training gaps and support required for each individual to be able to deliver these objectives.
We need everyone to perform to the correct standards and targets, in order offer the best service in the country the performance level must be met. As well as the minimum expectations listed above, as performance metric will be included in the plan to ensure this is worked to.
Current Performance
Current NPS Performance
Current ACE performance (Ratio and Number of Sales)
Current SM3 Compliance Performance
Current Completions Performance
Current Revisit Performance (7 Day)
Combined Revisit Percentage
SKY+ Revisit Percentage
Sky Q Revisit Percentage
Agreed Targets
NPS
Revisits
ACE
SM3 Compliance
Completions
Capability Process
The Capability Policy
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Capability Policy UK
At Sky we aim to give you all the support and training you need to do a great job. The more skilled you are in your role, the more you’ll enjoy it. However, sometimes your performance might be below what we’d expect. If this happens, we’ll explain clearly what you need to do to raise your performance to the required standard and we will work with you on the areas that require improvement, providing the support you need.
In most cases, your performance will improve. However, you should be aware that if your performance does not improve and you fail to reach the required standard you may eventually be dismissed from the company. If you do not have the level of knowledge, skills and ability to deliver and sustain an acceptable level of performance, then this is managed under our Capability Policy.
What this means
• We’ll make sure underperformance is addressed as quickly as possible
• We’ll try to improve performance informally at first
• We’ll make sure you know when your performance isn’t at the required standard. You’ll have a chance to discuss this with your manager and agree what specifically requires improvement, how you will seek to do this and by when
• We’ll provide support to help you improve
• In most instances, we would hope that you would attain the required level of performance through informal discussion and support from your manager. However, if this doesn’t happen, we may need to move to more formal process which may eventually result in your dismissal.
• If we arrange a formal meeting, you’ll be able to bring a companion
• If you’re given a formal warning or you’re dismissed, you’ll be able to appeal
Informal stage
You’ll have regular meetings with your manager to talk about your performance. If your performance isn’t at the required level, your manager will discuss this with you and will work with you to set a Capability Plan to help you improve. The plan is important; it‘ll set out what you need to do, when you need to do it by and what support and training you’ll have if you need it.
The length of the plan will depend on the reasons for the underperformance. It will also consider what support needs to be provided, your hours of work and working pattern, planned absence such as holidays etc. The plan will be reviewed on a regular basis.
Working through the plan with your manager is usually enough to put you back on the right track. However, sometimes it’s not enough and we may need to do something more formal to help you improve
When performance has returned to an acceptable standard, we will continue to carry out regular reviews for a further 12 weeks to ensure performance is sustained. If performance drops again during this time, we may need to do something more formal. -
Formal stage
If we get to this stage, you’ll be invited to a formal meeting with your manager. We’ll write to you so that you know when the meeting is and what we need to discuss which will help you to prepare. We will give you a minimum of 48 hours’ notice of the meeting.
You have the option to bring a companion to the meeting.
If you or your companion can’t attend the scheduled time or date of the meeting, you need to explain the reason for this to your manager as soon as possible. If there is a good enough reason, the meeting may be re-arranged. If the reason for requesting that the meeting be rearranged is due to your companion not being available, this will only be allowed for once. On-going sickness absence may not be sufficient enough reason for you not to attend a meeting.
On occasion we may insist that the meeting goes ahead in your absence and make a decision based on the information gathered.
The meeting is a two-way discussion between you and your manager to review the areas of underperformance and to discuss how you need to improve.
After a formal meeting your manager may give one of the following types of warnings which they’ll confirm to you in writing:
• First Written Warning - We’ll explain why your performance isn’t up to standard and that you could move on to a Final Written Warning if your performance doesn’t improve. The warning will also tell you what you need to achieve and by when. We keep a copy of the warning on your file and it’s live for nine months. After that, if everything’s ok, we’ll disregard it.
• Final Written Warning – The warning will explain things as set out above for a First Written Warning. This warning confirms that if your performance doesn’t improve, Sky might terminate your employment. This warning will be live for twelve months. After that, if everything’s ok, we’ll disregard it.
We will make sure that you know what you need to do to improve, give support where necessary and monitor your progress. A Capability Plan will be agreed with you.
Whilst a First or Final Written Warning is live, we might take it into consideration if you apply for a job internally.
If you’re off work for more than four weeks whilst your warning is live, we’ll extend the warning by the same amount of time as you’re off.
• Dismissal - If your performance doesn’t improve after a previous warning, or if all other warnings have been exhausted, Sky will terminate your employment. We don’t take these decisions lightly and we hope it never gets this far.
For less serious cases our procedure normally starts with a First Written Warning. We then move through each stage, eventually arriving at dismissal if there isn’t enough improvement. However, we may start the process at an earlier stage or skip stages if the problem is serious enough. -
Underperformance related to a disability
If your underperformance is linked to your disability it may not be appropriate to follow the formal stages of this policy. Your manager will discuss what support we can offer and what, if any, reasonable adjustments we can put in place if this applies to you. However, if there is no improvement with any adjustments in place or no adjustments are appropriate and there are no alternatives for you, we may move straight to the dismissal stage of this policy on the grounds of capability related Ill Health Dismissal.
Extended absence from work
If you have an extended period of absence from work e.g. maternity leave, long term sickness absence, whilst you are part way through the Capability Process, the process will be temporarily put on hold until you return. If you have a live warning, this will be “suspended” for the duration of the absence,
Upon your return, your manager will review your performance and we will restart the Capability Process at the point you were at prior to your absence. Your manager will review the Capability Plan and update it as necessary to ensure its continued relevance. If you have a suspended warning, this will become “live” for the remaining period of the warning
Appeal
You can appeal against any action taken at the formal stage. If you want to appeal, you must write to or email your manager’s manager within seven days of receiving your letter confirming the decision.
We need to understand why you want to appeal. Disagreeing with the outcome is not a reason for appeal. You should tell us what you think has gone wrong with the process. You may also have new information that you want to provide. Be clear and give as much information as you can when you write to us. For example you may appeal if you think the decision was too harsh or inconsistent and have evidence to support this or there is additional information that wasn’t raised at a meeting.
When we get your appeal, a manager who has not previously been involved will consider and respond to it. Appeals of First Written Warnings will normally be dealt with in writing, however if you would prefer to have a formal appeal meeting, let us know in your appeal letter or email. If your appeal is against a Final Written Warning or Dismissal, the manager will arrange to meet with you before they make a decision. All appeal decisions are final and will be confirmed to you in writing.
If you appeal against dismissal and the appeal manager decides to confirm the original decision, the date that your employment ended will be the same as the original date you were given.
If your appeal is successful, the decision and any required action will be effective straight away. We’ll keep a record on your file and you will start employment with us straight away.
If you don’t appeal against the decision within seven days, this may affect your future legal rights.
Role of the companion
You can bring a companion to any formal meetings and appeal meetings. They need to be either a Sky colleague or a trade union representative. If you want to bring a companion you’ll need to arrange for them to come along yourself. Let your manager know who your companion will be at least 24 hours before the meeting.
We want to be sure that everyone understands their role at the meeting. Your companion can speak at the meeting and take reasonable time out of the meeting to talk to you in private. Your companion can also contact you before the meeting to help you plan. If anyone at the meeting gives their point of view, your companion can ask questions and seek clarification. However, your companion can’t answer questions for you.
In certain circumstances, your manager can ask you to find a different companion. This could be where there is a conflict of interest
Your conditions of employment
We make sure our policies are up to date and right for everyone at Sky. With this in mind, this policy will change from time to time and it doesn’t form part of your contract of employment. -
Engineer Has Read and Understands the Capability Policy
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This Plan will last for 4 Weeks.
Planned Dates for Capability Review and Sign Off
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Set Up Meeting
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Week 1 Review
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Week 2 Review
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Week 3 Review
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Week 4 Review and Initial Sign Off
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If performance drops after the 4 week plan, Formal Capability and/or Conduct will be used in line with Company Policy. 12 Week Monitoring Period. After being signed off the initial plan, performance will be monitored for the following 12 weeks. Review dates at 6 and 12 weeks will be below. Post visits will be conducted to monitor performance and the metrics will need to be sustained and/or improved from the set targets. Metrics will be clearly communicated to the engineer throughout this period. At the 12 week review as long as performance is maintained to the required standard Engineer will be fully performing and any further incident would be classed as Conduct, and the process would be followed accordingly as per company policy.
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6 Week Monitoring Review
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12 Week Monitoring Review and Sign Off
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Support For Engineer
Support for Engineer during the plan
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Team Manager will be conducting Post visits each week and feeding back information to identify any areas of improvement and/or success.
Team Manager will perform on site visit / Coaching during the plan
Deep Dive Tool will be used to analyse Q Install and Service visits.
Ambassador can be utilised for on site visit to help support.
iKnow 2 and Home Hub
-- TV Status Page
-- Daily Updates / Latest News
-- Install / Service Journey
-- Model Number Lookup Tool
TAPS Website and YouTube Page
There is an Engineer Support Document to go in line with the plan in order for Engineer to fill out essential information. This will be screenshots of the Mesh on Q visits, and photo's of the dish and cable installation to show evidence of high quality of work and focus the engineer on completing work to a high standard. -
Any Additional Specific Support Needed
Engineer Companion iAuditor - "S08 Engineer Companion"
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Engineer Downloaded and understood Companion iAuditor. Named S08 Engineer Companion
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Review Week 1
The next sections will include all reviews throughout the plan. Includes sections to add media / add telephone review / and full sign off. It is intended to be updated each time you review with engineer, but be a complete document showing the full journey of performance.
Week 1 Review
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Overview of Week. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Actions This Week
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information from Revisits
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Photos from Post Visits for Revisits
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback information and Set Expectation on Faults Found
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Performed at Required Standards This Week?
Well Done and Keep up the Good Work.
Area's for Improvement for next week and reconfirm consequences of poor performance.
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Review Week 2
Week 2 Review
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Overview of Week. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Actions This Week
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information From Revisits
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Photos from Post Visits for Revisits
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback information and Set Expectation on Faults Found
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Performed at Required Standards This Week?
Well Done and Keep Up The Good Work.
Area's for Improvement for next week and reconfirm consequences of poor performance
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Review Week 3
Week 3 Review
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Overview of Week. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Actions This Week
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information From Revisits
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Photos from Post Visits for Revisits
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback information and Set Expectation on Faults Found
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Performed at Required Standards This Week?
Well Done and Keep Up The Good Work.
Area's for Improvement for next week and reconfirm consequences of poor performance
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Week 4 Review and Sign Off
Week 4 Review and Sign Off
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Overview of Week. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Actions This Week - Include Any Revisits from Report
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information from Revisit
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Photos from Post Visits for Revisit
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback information and Set Expectation on Faults Found
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Reached Full Performance, including meeting all expectations?
Congratulate the engineer on passing the 4 week plan, ensure they understand the next 12 week monitoring period as per initial set up conversation.
Initiate the Formal Capability Process, in line with company procedure.
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6 Week Monitoring Review (Week 10)
6 Week Monitoring Review (Week 10)
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Overview of last 6 Weeks. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Discussion Topics from last 6 weeks
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information from Revisit
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Photos from Post Visits for Revisit
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback Information and set expectation on faults found, including impact on Capability/Conduct.
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Sustained Full Performance, including meeting all expectations?
Congratulate the engineer on maintaining full performance, and ensure the final 12 week review and sign off date is still agreed.
Initiate Formal Capability and/or Conduct Process, in line with company procedure.
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12 Week Monitoring Review and Final Sign Off (Week 16)
12 Week Monitoring Review and Final Sign Off (Week 16)
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Select date
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Overview of last 6 Weeks. -Include Verbatim Feedback, Cancellations this week, SM3 Report, ACE metrics. -Any Damages/Complaints/Stock/Van issues.
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Discussion Topics from last 6 weeks
- Post Visits
- On Site Coaching
- Telephone Review
- Deep Dive
- Revisits
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Post Visit Media and Findings
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Add media
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On Site Coaching Overview and Media
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Overview of Telephone Conversation
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Overview of Deep Dive and Any Issues
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Revisit Job Numbers
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Information from Revisit
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Photos from Post Visits for Revisit
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Were there any Revisits where the engineer was at Fault? Any Cancellations that should have been completed? Any Poor NPS Feedback where Engineer was at Fault? Any SM3 Issues?
Feedback Information and set expectation on faults found, including impact on Capability/Conduct.
If there are no revisits/Cancellation Issues/SM3 Issues/NPS Concerns then commend the engineer for their work. If there are revisits/Cancellation Issues/SM3 Issues/NPS Concerns but there is adequate evidence to show the engineer is not at fault then still document this data below, along with the evidence.
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Has Engineer Sustained Full Performance, including meeting all expectations?
Congratulate the engineer on maintaining full performance, and passing the monitoring period. Ensure the engineer is aware that they are fully accountable for all work, and any drop in performance would be classed as a Conduct issue as per company policy.
Initiate Formal Capability and/or Conduct Process, in line with company procedure.
Final Sign-Off
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