Customer Service Apprenticeship

2 weeks ago

Livingston West Lothian, United Kingdom Sky Early Careers Full time

Customer Service Apprenticeship

Locations: Dunfermline and Livingston

Salary: £22,300 per annum

Duration: 12 months

Qualification: SVQ in Customer Service Level 6

Start Dates:

  • Dunfermline October 2024
  • Livingston September 2024

Header

Identify and resolve 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 this programme

Identify and resolve 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.

Working in our busy contact centre youll be part of our Customer Service Team who work hard to deliver the best service in the country and provide customer with first time resolutions. Taking inbound calls, youll understand customer queries and use your judgment to respond in the right way to ensure they are addressed effectively.

Well help you develop all the skills, knowledge including technical skills, and confidence you need to give our customers extraordinary service ensuring our customers queries are addressed.

What youll be doing

As an Apprentice with us youll be fully supported to achieve a nationally recognised Customer Service qualification by the end of your first 12 months at Sky. In your first five weeks, youll 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 this field.

Youll then join Live @ Sky, start to take live calls from our customers, with support from experienced advisors to help you along the way.

Youll also have additional support from your team leads and SIMs, as well as a Skills Coach to guide you through your day-to-day tasks. Youll also learn life skills along the way, that will help you with your career and personal growth.

Day to day activities include:

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

What youll need

Youll need a minimum of twoNational 5s (NQs)or equivalent

Other skills were looking for:

  • A confident communicator and team player
  • Passionate about providing our customers with the best service in the country
  • Thrive in a target driven environment.
  • 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 shift pattern will vary, and youll need to be available to work evenings and weekends

Application process carousel

Step 1 Submit your application

First, complete our short application form by entering your details. Were looking for basic information such as contact details, education and any relevant work experience.

As part of the application form, well ask questions around your eligibility to join this programme, which is funded by the Apprenticeship Levy.

Step 2 Situational Judgement Test

Once your application has been submitted, youll 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. These questions relate to the Customer Sales role and are also designed to help you learn more about the role.

Step 3 Telephone Interview

If you are successful at stage 2, youll be invited to complete a telephone interview. This will be a strength-based interview looking for different strengths that we think are important for any customer focussed role. We recommend using the STAR method where appropriate.

Step 4 Virtual Assessment Centre

The final stage of your application will be a virtual assessment day. Youll have the opportunity to impress us through a variety of tasks, which may include a group discussion, an individual interview, and smaller programme related exercises.

Once youve completed your assessment day, well let you know when you can expect to hear back from us.

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