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.

Proposed Start Date: 28th September 2026

Salary: £26,728 per annum

Site: Sky, Wellbar Central, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD

Shifts: 37.5 hours per week, 5 days per week, shifts between 8:00 am and 9:00 pm, including evening and weekend working.

Interviews: If successful at the initial assessment, you will be invited to attend an in person interview at the end of July or early August 2026.

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 we'll be doing:

• Handling a mix of inbound and outbound customer contact, including responding to incoming queries and proactively following up to resolve ongoing issues.
• Managing complex and escalated customer concerns with care, professionalism and full ownership.
• Delivering against key KPIs including FTR, NPS, quality, productivity and STS.
• Identifying Sales Through Service opportunities where appropriate, adding value through customer conversations.
• Investigating queries in detail to understand the full picture and determine the right resolution.
• Taking end to end ownership of customer cases, ensuring clear communication and timely resolution.

What we're looking for:

• Proven experience delivering against customer service and sales KPIs.
• Confidence handling complex or sensitive customer interactions, remaining calm and solution focused.
• A passion for resolving customer concerns and achieving the right outcome in challenging situations.
• Strong awareness of Sales Through Service, identifying opportunities without impacting customer experience.
• Excellent communication skills, with the ability to build trust and manage difficult conversations.
• A proactive mindset with strong ownership, accountability, and attention to detail.

Training and Development:

Training and Development is hugely important to us. We'll teach you all you need to know about our 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.

Our comprehensive 9 week training program 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, 9 am to 5 pm. No holidays can be taken during this period. After 4 weeks in the classroom, you'll be expected to complete the last 3 weeks in Academy on your new shift pattern.

The Benefits:

• Individual Lifestyle: Free Sky TV, along with discounted broadband, Sky Glass and mobile.
• Cashback and discounts across hundreds of retailers.
• Discounts and offers on Sky products for friends and family.
• Private healthcare and Digital GP via Aviva.
• Dental and other healthcare options.
• Subsidised on site gym and discounts on external gyms.
• Cycle to work scheme.
• Sky pension plan and Life Assurance.
• Annual Sharesave scheme and long service awards.

Where you'll work:

We're based in the heart of Newcastle, overlooking St James' Park. Close to all main transport hubs, you'll have access to a subsidised canteen and a Sky Glass lounge to relax in, table tennis, free tea and coffee, a pool table, bike storage, a 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 the support button at the beginning of your application.

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.

There's more to our work than work. We've built an inclusive culture where we can learn from each other and innovate together. There's plenty of opportunities for you to explore what you're passionate about.