Customer service & installation

As we’re setting the pace in the most exciting industry on the planet – entertainment and communications – you’ll find that nothing stands still at Sky. This is certainly the case within our Customer Operations division which encompasses both our contact centre and installation teams.

Whether you’re target-driven, service-focused or technically-minded, or quite simply passionate about customer service there will be a role here for you. Whether it’s in Sales, Customer Service, Supply Chain & Installation, Contact Centre Support, or Technical and Broadband – you’ll have every opportunity to shine.

Our customer base gets bigger by the hour. That’s a lot of new products to deliver and on top of that, there’s the upgrades our existing customers make to their packages.

Thankfully, we have an amazing installation team. People who bend over backwards to deliver great service, day-in, day-out. People who travel a total of 25 million miles a year to 4.4 million homes, some in the remotest of locations. Join them and you’ll be part of one of the best teams around.

Our people deal with so many crucial operations, it’s hard to know where to start.

There’s the face of Sky. The people our customers see face-to-face more than any of our other employees. Our Installation Engineers. Not only do they get out there and do the physical bit of installing and maintaining our customers’ kit, they also do it with big smiles on their faces. All year round – 362 days a year, seven days a week and in all weather.

In Supply Chain we also get out in front of manufacturers to make sure the products they build look the part and work like a dream. We’re on the phone to them constantly, building good relationships and keeping things on track.

There are planning and forecasting wizards here who deal exclusively with stock management. We rely heavily on them and the key information they provide.

We’ve got logistics people, working out how best to get all of our cutting edge products to millions of destinations within the quickest possible time.

“It’s energised, empowered and driven by tons of fantastic initiatives.”

These are just a few of the areas we’re continually striving to make great. Within them you’ll find Team Managers, Regional Managers, Trainers and Capacity Planners. There are Resource Planners, Fleet teams, Administrators and Stock Integrity people. It’s a massively diverse environment.

It’s energised, empowered and driven by tons of fantastic initiatives to put customers first in everything we do. And the result is a challenging, fun place to work.

Ever tried having 20 million conversations in a year? We have, many times. Because that’s how many sales calls we take every year.

A lot, we know. But it’s good for the jaw. And for the soul.

We have around 1,400 people across five locations in the UK handling our inbound sales calls. Each one of them dealing with enquiries from new and existing customers who are looking to find out more about what offers, packages and products we have available.

The people who work here are as varied as the products they sell. All kinds of backgrounds, all kinds of age groups. The one thing they all have in common, though, is that they know our brand inside out. They live and breathe it. That is what makes them so brilliant at selling it to people – whichever product stream they deal with.

“The department doesn’t sit still – new product training is just a part of everyday life here.”

Whenever a new product is launched, we get a surge of calls from customers who can’t wait to try it out. And our Sales people are always straight on the case – dealing with those responses quickly and in a way that gives customers a great feeling.

Providing key support for our sales advisors, you’ll find a team of people, covering everything from customer lifecycle and sales activity, campaign co-ordination, resource and commercial planning right through to business management, sales development and training, coaching and sales change. 

The marketplace is changing all the time, too. So there’s always something new to learn. The department doesn’t sit still – new product training is just a part of everyday life here. Getting our teams ready to deliver a groundbreaking technology in a groundbreaking way.

So, if you’re hungry, financially motivated and customer focused, there may be nowhere more rewarding than working here with us. Potential customers often define the products we develop, so it’s great to be able to go back to them and say things like ‘Remember how you always wanted to pause live TV? Well now you can…’

This is the voice of Sky. And what a voice. Hundreds of brilliant people talking to two million potential and existing customers on the phone every month. Every one of them living and breathing the Sky values. Making sure that all the good things our customers see and hear about us are reflected when they pick up the phone to talk to us.

We get all kinds of calls coming through. Payments, upgrades, people wanting basic information on our products – the list goes on. Whatever the reason, it’s up to us to handle it the Sky way. So we’re always positive, upbeat and willing to go the extra mile.

There’s even a dedicated unit helping customers with special accessibility requirements. So they might send out Braille communications or specialist remote controls. Anything you might need to be able to tune-in to Sky.

“Sky Advisors from across the business clocked-up over 300,000 hours of training last year.”

There are projects happening all the time, too. One month, we might be looking at making it easier for customers to get in touch. Using the internet to make payments, stuff like that. The next, we might be working on how we can make better emotional connections with our customers. It’s all designed to help us achieve our most important goal – exceeding customer expectations and putting them right at the heart of everything we do. 

Supporting our hardworking advisors you’ll find customer experience and service delivery managers and coaches, plus a whole range of people looking after resourcing and change management. Then there are those involved in business development, compliance, administration, account management and business analysis.

We’re developing our people to make sure we’re always on top of our game. Sky Advisors clocked-up over 300,000 hours of training last year. We passionately believe in promoting from within as our people know just what it takes to train the next generation.

So there’s a huge range of people all pulling together to give our customers the best possible Sky experience. And every single call is our chance to learn more about those customers and adapt accordingly. 

Customer service and loyalty is very important to us and with great products like Sky⁺, Sky⁺HD, Sky broadband and Sky Talk, that loyalty is growing all the time. But we’re not stopping there.

This is how our people move up in the world. Some of our most senior employees started off as Advisors. So you really can go a long way here. How far is pretty much up to you.

Sky is the fastest growing broadband and home phone provider in the UK. We know that when it comes to overall satisfaction, nobody beats Sky Broadband. The great news is that it’s been confirmed by the most important people of all – our customers. Sky Broadband has come out top in all six categories in a recent independent survey organised by BroadbandChoices.co.uk.

However, as fantastic as our service is, our customers do sometimes experience technical and broadband issues. This is why we’re always working on ways of improving the service and trying to resolve any issues as fast as we can.

This is where our Technical & Broadband teams come in…

In a business of our significant size, the importance of key support functions certainly can’t be overvalued. And it’s true to say that our Business Information and Customer Group Projects teams do great work to support our ongoing success and our big commitment to our customers.

Business Information

The Business Information team at Sky provides key support by managing the constant flow of data, information, intelligence and knowledge that is created within Customer Operations.

Although the work they undertake is often complex, their aim is simple – to ensure that everyone across the customer group has easy access to accurate and up-to-date information.

From report production and analysis to relationship management, operational research and data consultancy, Business Information encompasses a wide range of activity.

As for the roles within the team, they are focused on a number of disciplines, including data warehouse analysis, performance analysis, operations analysis, report development and subscriber reporting analysis, plus business management.

Customer Group Projects 

This is an exciting and essential core function within the Customer Group with the specific objective of leading and managing major strategic and transformational projects that directly impact our customers at all points in the customer journey including marketing communications, channel development, product launches and customer experience management.

“Do great work to support our ongoing success and our big commitment to our customers.”

The range and diversity of projects is second-to-none but underpinning everything we do is our track record of delivering innovative solutions that significantly improve our marketing and operational capabilities and keep us ahead of the competition.  

The team is located across sites in Osterley and Scotland, reflecting the scope and scale of the projects we undertake. The team is organized around three key areas of responsibility, Programme & Project Management, Solutions Analysis & Design and Delivery Planning. 

Our Programme Mangers, Senior Project Managers and Project Managers make sure that we deliver the best solution for the business in the most efficient, timely and cost effective way. While our Project Analysts work in close partnership with business owners and sponsors to define and design integrated solutions which must strive to be both innovative and pragmatic. Finally, the Delivery Planning team has the vital task of ensuring that we work on the right things in the right order and make the most of our valuable resources across Customer Group Projects and the many Technology teams we need to work very closely with.  

So, wouldn’t you have got a buzz from being involved in the launch of High Definition TV at Sky? Or what about our meteoric moves into the world of Broadband? The team is also core to the delivery of internal improvements in how we work behind the scenes, including how we manage our stock across the logistics network, how we schedule our engineers to meet customer appointments, and how we communicate with our 8 million + customers. 

Working in an empowered culture where business critical delivery and high expectations are daily requirements, it’s no wonder that Customer Group Projects is an ideal environment to gain unrivalled end-to-end exposure to Sky’s business and its key decision makers.