Contact Centre Service Advisor –Newcastle

We’relooking 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,productivityand Sales Through Service (STS).You’llmanage a range of customer contacts, with a particular emphasis on resolving challenging and sensitive situations, while alsoidentifyingopportunities to add value to the customer conversation.

 You’llneed 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.

• ProposedStart Date:28thSeptember2026 

• Salary:£26,728 per annum 

• SiteSky,WellbarCentral, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD

• Shifts:37.5 hours per week, 5 days per week, shifts will be between the hours of 8.00am and 9.00pm, includingevening andweekendworking

• Interviews:If you are successful at theinitialassessment stage, you will be invited to attend an in‑person interviewat the endofJulyorearly August2026

At our Sky contact centres, weoperatea hybrid working pattern once you have successfully passed your training/probation period. This gives colleagues a good work-life balance, with the opportunity to work both from the office and from home for part of the week. For full-time advisors, this means a minimum of 2 days per week on site,however youare welcome toworkmoreinthe officeas needed

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,professionalismand full ownership

• Delivering against key KPIs including FTR, NPS, quality,productivityand STS

• IdentifyingSales ThroughService opportunities whereappropriate, adding value through customer conversations

• Investigating queries in detail to understand the full picture anddeterminethe right resolution

• Taking end-to-end ownership of customer cases, ensuring clear communication andtimelyresolution

Whatwe’relooking for:

• Proven experience delivering against customer service and sales KPIs

• Confidence handling complex or sensitive customer interactions,remainingcalm and solution-focused

• A passion for resolving customer concerns and achieving the right outcome in challenging situations

• Strong awareness of Sales Through Service,identifyingopportunities withoutimpactingcustomer 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: 

Training and Development is hugely important to us which iswhy we’ll teachyou all you need to know about our amazing products and how to deal with any challenge, no matter how big or small, so you can achieve your full potential as a Service  Advisor.  

At Sky, our comprehensive 9-week training programmeis designed to fully prepare new starters for their role. It begins with classroom-based sessions, where employees become familiar with the role, systems, and products.

This is followed by time in our Academy, where they handle live customer calls under the guidance of a Role Model.

Please notethatourTraining and Academy sessions are conducted entirely face-to-face in the office,Monday to Friday-9am to 5pm To ensure participants gain the most from the program, we ask that no holidays are taken during this period.  After 4 weeks in the classroom working 9am-5pm,you'llbe expected to complete the last 3 weeks in Academy on your new shift pattern

The Benefits: 

 
There's one thing peoplecan'tstop talking about when it comes to #LifeAtSky:the perks. There really is something for everyonewith our fantastic range of benefits. Here’s a taster: 

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’rebasedin theheart of Newcastle lookingonto St James’ Park. Close to all main transport hubs,you’llhave access to a subsidised canteen and SkyGlasslounge to relax in, table tennis, free tea and coffee, pool table, bike storage, prayerroomand changing/washroom facilities.

Inclusion:  

 
We are focused on who you are and the potentialyou’llbring to Sky. That’swhy wehave auniqueapproach through a series of questions and a video round. If you need us to make any adjustments to our recruitment process, let our Recruitment Team know by clicking on the support button at the beginning of your application. 
  

 
Why wait?