account manager

retention representative

senior product manager

software engineer

project manager

Foxtel

A lot of former employees really go to town on Foxtel, my experience is that it was like any other large corporate struggling to pivot in an industry that was already being disrupted - the old guard hanging on to the glory days and not wanting to change, a healthy dose of paranoia amongst staff and a lack of direction from management. Whilst no one would begrudge them for enjoying the monopoly they once had; a lack of foresight and the arrogance that comes with being at the top led the company to abandon any attempt at customer retention and positive word of mouth, focusing on their burgeoning sales instead. It was 'our way or the highway' - now a stark lesson in what not to do should you wish to weather the storms of technological advancement. 

The above being said, there were some really talented people at Foxtel, within all departments, and overall i enjoyed my time there. The staff benefits are good and the general atmosphere in the office was one of collaboration. Unfortunately, what people often 'collaborated' on was chasing their tails after any kind of structure or insight driven strategy - but we were at least striving towards it together. Admittedly the issue was partly due to my department being at the mercy of the aforementioned 'old guard' - who, despite having a laudable amount of knowledge and experience about content and the way the industry worked, were overly focused on linear advertising dollars and patting themselves on the back over outdated 'glory' metrics. 

It is frustrating, because Aussies are loyal to their own and Foxtel has a real opportunity to be 'their' brand of choice. But before you can get to that point, to my mind there has to be some serious eating of humble pie and a promise to do better, to be better. I sincerely hope they get there, and soon.

A typical day at Foxtel would be sitting and laughing with good friends, chasing managers or support people for help with difficult calls or escalations, making your second or third coffee for the day with free ground coffee, milk and toast available in the morning at the kitchen, enjoying 15 minute breaks catching up with work friends in the smokers area and then running off to Robina Town Centre food court for lunch. You felt a sense of pride chatting about your favourite TV Shows and Movies with like minded customers and co-workers. 

I learnt to be resilient above all and not hold any grudges when upper management came and changed everything which lowered our salary expectations and to not be heart broken every time redundancies happened. As much as I loved my managers, over time stress made them unapproachable. The hardest part of the job was saying goodbye to my friends because recruitment certainly was the best thing Foxtel ever did, brought the best people together who easily became best of friends for life. 

I'll forever miss the people more than anything.

I worked at Foxtel for 4 years. The last few years I worked there, the business was plagued with poor management and the constant stress of losing your job. 

There was minimal management staff in the Robina office, so most of the management decisions/support was from the Melbourne office.

The broadband department were always one step behind and due to their poor relationship with Telstra, we’re not able to get issues resolved for customers in a timely manner. As customer facing staff, we were left to endure the wrath of the customers who had issues that could not be resolved.

The current management team have minimal people skills and take company feedback personally. Rather than improving the workplace culture, management chooses to punish employees for speaking out.

Myself and a lot of my colleagues that were left have left for their mental health.

My role at work consisted of identifying and resolving customer needs or enquiries surrounding their service. Foxtel was a great place to learn how to clearly and effectively communicate with customers to ensure a great customer service experience. I really enjoyed this aspect of my job as it is fulfilling to resolve someones issue or feel you have created more value for that person and their service. It could at times be challenging when faced with customer conflicts, in these situations i would apply empathy and understanding to help resolve their issues. Although it was hard at times it helped me to better identify and resolve customer concern which was satisfying. Foxtel is a fun and vibrant workplace, the team environment motivates you to do well and hit KPI's. Management are firm but fair and encourage you to do your best by regularly reviewing your performance and offering incentives to encourage you.

*A typical day at work for me is receiving inbound calls from customers intending to cancel their Pay TV service subscription prior to installation.

*I have learned it is extremely important to build rapport with customers at all times and use sales techniques and tools provided to retain customer.

*Management provide excellent advice and always maintain an open line of communication

*Co-workers provide support and encourage me to succeed 

*The hardest part of my job is that I am the first point of contact for the customer who is calling to cancel. Sometimes it takes a bit longer to build rapport with a difficult customer however I just use my persuasion and negotiating skills to retain them. 

*The most enjoyable part of my job was the feeling of satisfaction when I retain a customer with a positive outcome.

Typical day at work entails following up with any pending requesting pertaining desktop,laptop,pda's printer issues. Also envisaging the priority jobs that have been logged in the incident management tool.

I have learned to work in a regulated, self paced and self learning environment within the ITIL framework meeting the SLA's set up by the business.

we work in a team of 4, with each member managing a certain desktop branch, for instance: printers, PDA's, iphone and blackberry etc. I am managing the asset side of things by coordinating with the Vendor and making sure timely and regular replacement of asset as per the schedule.

The hardest part of the job is to manage and prioritise jobs as per the  urgency of the requirement and the most enjoyable part of the job is the people you work with and the freedom to self learn.

While Foxtel was a fantastic company to work for it was strict, it taught me how I needed to perform to be able to succeed. The hardest part of the job in the beginning was learning quality framework and systems while speaking with live customers.

One of the best days I had at Foxtel was while in my probation period, I had the highest save rate for customers Australia wide. From that day on I was no lower than the 3rd highest in my team.
Working in a team environment was always fantastic, it would push us to perform better and create more revenue.

My favourite part of working for Foxtel was the chance to speak with customers every day, the chance to use my mind but to also help someone. When people speak to a call centre it can really make a difference to your day, I enjoy that I can make the process simple and light.

Hours can be sometimes tough to battle work/life balance as the restoring is not consistent. 
Sometimes hard to organize holidays and time off from work because it needs to be approved from resourcing and alot of the time is not approved or requires department manager approval.
Good training on the job. Good Support on the floor when needed.
Can be a bit Hierarchical, people who get along with TLs appear to promote quickly.
Alot of systems to use and memorize, but you have an onscreen step by step guide to assist you on call.
Good Perks, free foxtel, discounted internet at home.
Foxtel boxes setup on desks to use while on calls.
Free Wifi at work.
Expect to take about 25-35+ calls a day Internet & TV related.

As in line with an entertainment company Foxtel rewards and motivates the achievers and gets rid of the negative, outspoken agents. In a constant state of change, there is no job security because leadership changes so often.
Training and updating staff knowledgebase is a regular and ongoing journey. Processes are too often reactive instead of pro-active, leaving staff to workaround and double-handle to overcome this.
A great atmosphere to work in  provided there isn't a restructure. I experienced 3 restructures in 5 years.

What is the best part of working at the company?
Working your bu off for no reward

What is the most stressful part about working at the company?
The company they sub out work to completely stuffing up routing

What is the work environment and culture like at the company?
Foxtel good, bsa not good poor management and no Customer    agreed to the installation method, work carried out and is aware of Foxtel’s Covid signature process service

What is a typical day like for you at the company?
Travel
Complete job
Customer    agreed to the installation method, work carried out and is aware of Foxtel’s Covid signature process happy
Repeat
Travel etc

Top Job Titles	Average Salary
Account manager 3 salaries reported	$84,000 per year
Retention representative 4 salaries reported	$59,250 per year
Senior product manager 4 salaries reported	$163,750 per year
Software engineer 3 salaries reported	$126,433 per year
Project manager 3 salaries reported	$131,667 per year

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