Customer Sales Apprenticeship Programme

About this programme

Identify the ultimate package. Sell Sky products. 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 Contact Centre you’ll be part of one of our Customer Sales Teams who work hard to deliver the best service in the country to new and existing customers. We have three main Sales teams in which this role may sit: Loyalty Stay, Loyalty Change or Welcome.

Loyalty Stay – You’ll find yourself taking inbound calls and looking to understand a customer’s needs in order to maintain their relationship with Sky. We’ll help you develop all the skills, knowledge and confidence you need to help our customers get great value from Sky.

Loyalty Change – You’ll find yourself taking inbound calls to understand what each customer wants and use your judgment to respond in the right way to ensure they have the best package for their needs. We’ll help you develop all the skills, knowledge and confidence you need to help our customers get great value from their existing products, or by introducing them to new ones.

Welcome – You’ll give new customers the warmest welcome to Sky. Taking inbound calls you’ll understand what each customer wants and use your judgment to respond in the right way to ensure they choose Sky. We’ll help you develop all the skills, knowledge and confidence you need to give our customers extraordinary service ensuring our customers have the best start with Sky.

What you’ll be doing

As an Apprentice with us you’ll be fully supported to achieve a nationally recognised Customer Service qualification by the end of your first 12 months at Sky. In your first four weeks, you’ll 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.

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

You’ll 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. You’ll also learn life skills along the way, that will help you with your career and personal growth.

Day to day activities include:

• Listening attentively to customers: understanding their needs, showing empathy and inspiring trust

• Keeping the customer at the heart of all that we do

• Keeping up to date with all Sky products and campaigns so that you can effectively support our customers and promote new and existing products

• Delivering the best service in the country in every interaction

• Working towards targets across several business measures.

What you’ll need

There are no minimum educational requirements for this programme.

Other skills we’re looking for:

• You’ll have a passion to sell

• Thrive in a target driven environment

• A confident communicator and team player

• A resilient attitude

• Enthusiastic about all things Sky

• Passionate about providing our customers with the best service in the country

• A desire to understand new technology, and be in touch with the latest technology trends

• Flexible: your typical shift pattern will vary, and you’ll need to be available to work evenings and weekends.

Job Type: Apprenticeship

Pay: From £22,300.00 per year

Benefits:

• Company pension
• Employee discount
• Sick pay

Schedule:

• 8 hour shift

Work Location: In person

Expected start date: 09/09/2024