Customer Workflow Specialist

1 week ago


Livingston, United Kingdom Sky Full time

“We have an exciting opportunity for a Customer Workflow Specialist reporting to a Customer Workflow Leader for Supply Chain Management. You’ll be part of a highly motivated team who are customer journey experts. We are a real time function, and our priority is ensuring that we are meeting our customer promise and are always there when our engineers need us.“ - Senior Manager

What you'll do:

- Review our data outputs across Google Cloud Platform
- Pro-actively monitor and action workstreams within SLA’s
- Manage unhappy path visit journeys, and contact customers to understand visit date suitability
- Case manages customers journeys requiring additional support and focus
- Manage complex and repeat visit journeys, calls, SMS, Chat and MHR’s
- Identify process improvement opportunities
- Work closely with colleagues to meet the needs of customers
- Respond to internal customers and manage expectations effectively
- Own your personal development
- Support ad-hoc requests into the team from around the business
- Regularly take ownership of ad-hoc tasks and keep stakeholders informed
- Process mapping and regular version control activities
- Attend various meetings representing Customer Workflow when appropriate
- Join our team on a 6 month FTC or secondment

What you'll bring:

- Great customer communication skills
- Deliver in a timely manner
- Process improvement approach
- MS Office user
- Excellent interpersonal skills
- Experience of working with a case management solution
- Geographical knowledge
- Process improvement experience
- Customer Service experience
- Complaint’s handling
- Case Management
- Passion for learning

Home Service Group

In our Home Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of the brilliant support people, you’ll have a passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards:
There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Access a wide range of exclusive Sky VIP rewards and experiences

Where you'll work:
Leeds and Livingston

Inclusion:
We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

Why wait?

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.



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