We're looking for a Customer Service Advisor to join our team. Your main focus will be 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, focusing on resolving challenging and sensitive situations while identifying opportunities to add value to the customer conversation.
You will 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.
Key information: Potential Start Date: 20th July 2026 | Salary: £26,728 per annum | Site: Sky, 26 Whitehall Road, Leeds, LS12 1BE | Shifts: 37.5 hours per week, 2x 1pm-9pm shifts and 3x 10:30am-6:30pm shifts per week, Monday to Friday with a 1 in 4 Saturday | Interviews: Successful candidates will be invited to in‑person interviews on either 16 or 17 June.
What You'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
We provide a 9‑week training programme, beginning with classroom‑based sessions to cover role, systems and products, followed by time in our Academy handling live calls under the guidance of a Role‑Model. Training is conducted face‑to‑face in the office, Monday‑Friday 9am‑5pm. No holidays are taken during this period. After 4 weeks of classroom, the last 3 weeks are 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
Health and Wellbeing
* Private healthcare and Digital GP via Aviva
* Dental and other healthcare options
* Subsidised onsite gym and discounts on external gyms
* Cycle to work scheme
Financial Wellbeing
* Sky pension plan and Life Assurance
* Annual Sharesave scheme and long service awards
Where You'll Work
Our office is based in the heart of Leeds, just a few minutes' walk from Leeds train station. On‑site, you will have access to a subsidised canteen, pool table in our chill‑out areas, free tea and coffee, prayer room, bike storage, outdoor seating by the canal and shower facilities.
Sky is an equal opportunities employer.
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