Customer Sales Apprenticeship
Locations: Newcastle
Salary:
Newcastle: £21,300 per annum
Duration: 15 months
Qualification: Level 2 Customer Service Practitioner
Start Dates:
Cardiff – September 2024
Newcastle – September 2024
Osterley – August and October 2024
Deadline: Applications are due to close on 31st March 2024, however if there are high volumes of applications, we may close early. The earliest date we'll close applications is 29th February 2024.
Header
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.
