Customer Sales Apprenticeship - Newcastle - September 2024

Employer
Sky
Location
Newcastle, Newry, Mourne & Down
Salary
£21,300
Closing date
31 Mar 2024

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Job Details


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.  


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 15 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
You’ll need a minimum of 2 GCSEs or equivalent if you’re applying for a role in England.

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.

Application process carousel 

Step 1 – Submit your application
First, complete our short application form by entering your details. We’re looking for basic information such as contact details, education and any relevant work experience.  

As part of the application form, we’ll 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, you’ll 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, you’ll 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. You’ll 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 you’ve completed your assessment day, we’ll let you know when you can expect to hear back from us.

Company

Want to work in finance and support the future of your favourite show?

Passionate about building tech that improves how the world watches sport?

Keen to pick up heaps of new skills trying out lots of different functions?

At Sky, you can combine what you love with what you do best to shape a

brilliant career.

 

With 24 million customers across seven countries, it’s no surprise we’re

Europe’s biggest entertainment brand. But Sky is more than must-watch shows,

cutting-edge tech and market-leading packages. We’re a place where people

from all walks of life get the freedom and support to do their best work.

 

Our range of graduate programmes means everyone can find a job they love

to talk about and we also offer internships and insight events designed to give

you a sneak peek at life at Sky. So, whatever your background, skills or passions,

you can choose a career path that suits you.

 

Ready to start a career like no other?

At Sky you can.

Company info
Website
Telephone
0207 032 2351
Location
1 Grant Way
Isleworth
Middlesex
TW5 5QD
GB

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