Contact Centre Service Advisor – Newcastle
We’re looking for a Customer Service Advisor to join our team, with a key focus on handling more complex customer enquiries and complaints.
This role plays a vital part in delivering against our core KPIs, including First Time Resolution (FTR), NPS, quality, productivity and Sales Through Service (STS). You’ll manage a range of customer contacts, with a particular emphasis on resolving challenging and sensitive situations, while also identifying opportunities to add value to the customer conversation.
You’ll need to be confident taking ownership of customer issues, working through complexity, and using your judgement to deliver the right outcome first time wherever possible — balancing strong resolution with great customer experience and commercial awareness.
Site: Sky, Wellbar Central, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD
Shifts: 37.5 hours per week, 5 days per week, shifts will be between the hours of 8.00am and 9.00pm, including evening and weekend working
At our Sky contact centres, we operate a hybrid working pattern once you have successfully passed your training/probation period. This gives colleagues a good work-life balance, with the opportunity to work both from the office and from home for part of the week. For full-time advisors, this means a minimum of 2 days per week on site, however you are welcome to work more in the office as needed.
What you’ll be doing:
What we’re looking for:
Training and Development:
Training and Development is hugely important to us which is why we’ll teach you all you need to know about our amazing products and how to deal with any challenge, no matter how big or small, so you can achieve your full potential as a Service Advisor.
At Sky, our comprehensive 9-week training programme is designed to fully prepare new starters for their role. It begins with classroom-based sessions, where employees become familiar with the role, systems, and products.
This is followed by time in our Academy, where they handle live customer calls under the guidance of a Role Model.
Please note that our Training and Academy sessions are conducted entirely face-to-face in the office, Monday to Friday - 9am to 5pm. To ensure participants gain the most from the program, we ask that no holidays are taken during this period. After 4 weeks in the classroom working 9am-5pm, you'll be expected to complete the last 3 weeks in Academy on your new shift pattern
The Benefits:
There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. There really is something for everyone with our fantastic range of benefits. Here’s a taster:
Individual Lifestyle
Health and wellbeing
Financial wellbeing
Where you’ll work:
We’re based in the heart of Newcastle looking onto St James’ Park. Close to all main transport hubs, you’ll have access to a subsidised canteen and Sky Glass lounge to relax in, table tennis, free tea and coffee, pool table, bike storage, prayer room and changing/washroom facilities.
Inclusion:
We are focused on who you are and the potential you’ll bring to Sky. That’s why we have a unique approach through a series of questions and a video round. If you need us to make any adjustments to our recruitment process, let our Recruitment Team know by clicking on the support button at the beginning of your application.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.
To find out more about working with us, search #LifeAtSky on social media.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.
