Customer Service Apprenticeship Programme - Newcastle - October 2022

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  • Employer Sky
  • Job type Advanced Apprenticeships
  • Salary £18,800
  • Deadline 31/03/2022

  • Entry requirements GCSEs
  • Locations Newcastle
  • Qualifications gained Professional Qualification
  • Date published 10/12/2021

Identify and solve problems. Answer queries. Gain a qualification in Customer Services. Our Contact Centre Apprentices focus on having great conversations and delivering the best service for our customers.

About the programme

Working in our busy contact centre you’ll be part of our Customer Service Team who work hard to deliver the best service in the country. Taking inbound calls, you’ll understandcustomer queriesand use your judgment to respond in the right wayto ensure they are addressed effectively. We’ll help you develop all the skills, knowledge, and confidence you need to give our customers extraordinary service ensuring our customers’ queries are addressed.

As an Apprentice with us you’ll be fully supported to achieve a nationally recognised Customer Service qualification by the end of your first 15 months at Sky. In your first four weeks, you’ll be fully supported by a learning specialist in our Start@Sky programme – learning all about our how we deliver outstanding customer service, making you an expert in thisfield. We’ll also assign you a buddy and assessor to guide you through your day-to-day tasks.

What you’ll be doing

  • Offering solutions to customer queries andproblems
  • Listening attentively to customers: understanding their needs, showing empathy and inspiring trust
  • Keeping the customer atthe heart of all thatwe do
  • Delivering the best service in the country in every interaction
  • Working towards targets across several business measures.

Programme facts

  • This apprenticeship programme is 15 months
  • Level 2/3 Customer Service Practitioner Qualification
  • You’ll roll off this programme into a permanent position with Sky.

What you’ll need to be

You’ll need a minimum of two GCSEs A* – C (or equivalent grades 9-4) if you’re applying for a role in England.

  • A confident communicator and team player
  • Passionate aboutproviding our customers with the best service in the country
  • Enthusiastic about all things Sky
  • A resilient attitude
  • A desire to understand new technology, and be in touch with the latest technology trends
  • Flexible: your typical shiftpattern will vary, and you’ll need to be available to work evenings and weekends
  • Thrive in a target drivenenvironment.

The application process

First, complete our short application form by entering your details.

Once your application hasbeensubmitted you’ll be invited to the next stage (so look out for our email, you may need to check your junk mail just in case) which is a series of Situational Judgement Questions. If you are successful at this stage, you’ll be invited to complete a telephone interview.

The final stage of your applicationwill be a digital assessment day. You’ll have the opportunity to impressus through a variety of tasks, which may include a group discussion, anindividual interview, and smaller programme related exercises.

Once you’ve completed your assessment day, we’ll let you know when you can expect to hear back from us.

What you’ll get

Starting salary of £18,800. We want you to feel as confident as possible when talking about our products and services, so you’ll get a Sky laptop plusheadphones. You'll enjoy free Sky Q, 30 days holiday, private health anddental care, life insurance, a generous pension and a range of high street discounts. We’ll also fully fund your qualification and associated training through the programme.

How you’ll grow and be supported

Be Brilliant - How? We give you freedom. Support. The chance to try things your way – forging your ideal career path or developing something totally new. It means you can do more. Make an impact. Get noticed. And it means with the right attitude, anything’s possible.

Development - Your learning and development plan has been designed to give you key learning milestones on your career journey. These could be digital activities, online webinars, or evenface to face workshops.

Support Network - Whatever path you choose we’ll be right there with you. You’ll getto teamup with an Apprentice who’s been there and done it and have a manager and apprentice Skills Coach who’ll stretch and guide you to where you want to go. All this plus the support of the Early Careers team who will be on hand from your first day through to the start of your post- programme career journey.

Why Inclusion is important

It’s our people that make Sky Europe’s leading entertainment company. That’s whywe work hard to be aninclusive employer, so everyone at Sky can be their best. CV’s aren’t everything. We’re more focused on who you are and the potential whatyou’ll bring to Sky.

We celebrate diversity because different people, with different perspectives make Sky a better business. Our customers are incredibly diverse, so we shouldbe, too.

So why wait?

We'll keep our roles open until we have filled all positions. But things move quickly round here, so we would recommend applying early to avoid disappointment.

If you’re successful inyour application for this role, your appointment will be subjectto receiving a positive outcome from your Criminal Record Check.

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