Contact Centre Service Advisor – Leeds
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).
Potential start date: 27th 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-18.30pm shifts per week, Monday to Friday with 1 in 4 Saturday.
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:
Our 7‑week training programme includes classroom‑based sessions followed by Academy time handling live customer calls under the guidance of a Role Model. Training is conducted face‑to‑face in the office from Monday to Friday, 9am to 5pm. No holidays are taken during this period.
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:
We’re based in the heart of Leeds, just a few minutes’ walk from Leeds train station. On site you’ll have access to our 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.
Inclusion:
CVs aren’t everything. We’re more focused on who you are and the potential you’ll bring to Sky. If you need any adjustments to our recruitment process, please let our Recruitment Team know.
Criminal Record Check:
Applicants may be required to complete a criminal record check. Depending on the role and any convictions, the offer may be withdrawn.
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