TEAM EXPECTATIONS

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To ensure we all know what is expected of us in our day to day activities these are the general working rules that you are required to adhere to

Daily reporting

• Your team manager expects the following information to be reported immediately. This list is not exhaustive. If you cannot get hold of me please leave a detailed message and I will return your as soon as possible. • Everyone is to sign in before 08:00 on imessage on their working day. If you are going to go off sick you are to call your Team manager/Team cover,to advise them of this as soon as possible • Contact Team manager/Team cover prior to any cancelations before contacting Regional Support. • H&S escalations (anything not detailed in training manuals). This must be done prior to undertaking any work to ensure your safety • Any damage to customer’s houses/property. • Any accident/injury/near miss etc., is correctly reported including IPAD inputting of data • Loss or damage to any Sky equipment/van/ladder. • Correct use of STB on each job i.e. Agade STB to be used on service calls new STB for installs • Not installing on demand and the reason why • The use or intention of joining cable • Parking of jobs

Standards quality of work

• • Min requirements should be adhered on every customer visited to ensure constant working practice. • Before any work is carried out please ensure the customer is fully aware and in agreement of what work will be conducted. Make sure you are fully aware of required H&S Equipment & working Area • All Equipment is to be serviced and not just the issues reported by the customer. On demand downloads must be completed on master box and a call back completed after download • All old style dishes should be exchanged to new style dishes • Every LNB should be checked via Digi Meter at every dish end and STB to ensure constant signal readings. • Software downloads to be conducted on every job. • To ensure the customer is offered full range of additional free services available to them such as On Demand, Sky GO, My Sky. Your IPAD is to be used to demonstrate the additional content available to every customer • All work conducted should be completed to company expectations best practices as trained • If unsure when onsite as to what the best course of action is or you encounter any difficulties please ask your Team manager/Team cover or contact SE teams who will be happy to assist

Start of the day

• • Any nonattendance must be reported by 08:00hrs as per absence procedure. • You have a Personal Responsibility to ensure you have enough stock to complete your working day • Visual check to ensure all H&S equipment is available and fit for use before starting your working day. • All Eta’s are to be completed where possible the night before. This process helps to combat on cancellations.

Throughout your day

• • You may be asked to cover extra work at short notice i.e. sick runs, service calls Team manager requests, the Team manager will direct you if required, this will be distributed fairly and consistently throughout the team.

End of your day

• • When you have finished your day’s allocated work, an imessage or phone call must be made to your Team manager/covering Team manager to inform him/her. It may be expected of you to help others who may be struggling in their day’s work or any other reasonable request that is asked of you. • Please reply to any emails and any outstanding local info needs to be sent to T/M

iMessage and emails

• • You must ensure you are contactable throughout your working day for customers and for your Team/Team manager (please keep phone with you at all times and ensure you are checking your imessage throughout your day) • You are required to regularly check your emails, imessage, voice mails for any messages from customers/business critical requests/updates from Team manager and reply to these in a timely fashion • Your answer machine must accurately reflect your status.

Holiday requests

• Please ensure that all holiday requests are made at least four weeks in advance. Requests within these four weeks will likely be refused; we operate a first come first serve basis which is fair and consistent. Conformation that your holidays have been booked will be by email only and will be available to see on your leave and booking sky app. Please utilise the rota when booking your holidays, this will assist in the smooth booking of requests

Rotas

• I will send out the team’s rotas each week. This will be for the next four weeks in advance and constantly kept up to date. Please use this as opposed to your old rota sheets as this is the definitive and accurate record of your days off and holidays.

Health and safety

• • You are expected to have up to date knowledge and be able to display and demonstrate this in the way of best practice whilst working in any area of Sky • To be an advocate of H/S, leading by example • Share knowledge and best practice • Assist/support of other Team members • Positive approach and attitude in all you do • Create and build strong team bonds • Embrace our culture and values RFT

Driving behaviours

• As a Driver of a company vehicle it is your personal responsibility to Ensure the below Points are adhered to • Always be courteous to other road users • Act in a responsible manner when operating company vehicles • Abide by the laws governing the use of the public highway • Abide by the laws regarding the use of a vehicle on the public highway • Never undertake an activity that will endanger other road users • Ensure that the vehicle you are operating is safe and roadworthy ie tyres, washer fluids, mirrors etc • Concentrate on your driving and avoid distractions , please use hands free kits or pull over to take any calls if necessary • Do not operate the vehicle if you feel unfit to do so • Never compromise your own and others safety through drink or drugs • Safe Legal Driving Limits • All Company Vehicles driven by yourself are classed as a rigid goods vehicle; therefore the following speed limits apply unless otherwise stated • Motorway 70 Miles per hour • Dual Carriageway 60 Miles per hour • Single Carriageway 50 Miles per hour • Urban Areas Sign-posted limited

Vehicle cleanliness

• As you are the only direct contact with a vast majority of our customers it is really important that the appearance of your van is kept to a very high standard. As the driver, you are responsible for cleaning the inside and outside

Van layout

• • It is your responsibility as driver to make sure all stock and equipment are stored safely and in an organised way as described below:- • The STB Racking should only be used for the storage of STB’s ONLY. All heavy items should be stored underneath the shelf (i.e. cable, dishes, etc.). • All Health and Safety equipment should be stored and kept tidy and free from areas that may cause damage to the integrity of the equipment.

I can confirm I fully understand what is expected from me as an employee and my Role as a Field Engineer. I have had any questions or queries answered of anything I did not understand when briefed.

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