Customer Sales Apprenticeship - Dunfermline - October 2024

Customer Sales Apprenticeship 

Location: Dunfermline

Salary: £22,300 per annum

Duration: 12 months

Qualification: SVQ in Customer Service level 6

Start date: 28th October 2024

Deadline: Applications for this role will be closing Sunday, 30th June 2024.

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 will find yourself taking inbound calls and you will be 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 will find yourself Taking inbound calls, you’ll 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 package for their needs.  

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. We’ll also assign you a buddy and assessor to guide you through your day-to-day tasks.

• 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.

The qualification

SVQ in Customer Service level 6

The training provider for this programme is Babington. They are a multi award-winning specialist provider of vocational training. 

Babington are passionate about creating opportunity for anyone wanting a successful career in customer service. From new talent just starting their career to experienced talent taking it to the next level.  

What you’ll need

You’ll need a minimum of two National 5 qualifications or equivalent.

Other skills we’re looking for include:

• 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

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.

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. This looks at how you respond in certain situations and how you handle them.

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 digital 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.

Where your development begins

Be Brilliant - How? We give you freedom. Support. The chance to try things your way – forging your ideal career path or developing something totally new. It means you can do more. Make an impact. Get noticed. And it means with the right attitude, anything’s possible.

Sky Learn - Our new, group-wide learning platform, bringing all content under one roof, so developing new skills is simpler for everyone. You can search by skill and find courses, videos, podcasts and more, giving you greater control over your own development and future career.

Support Network - Whatever path you choose we’ll be right there with you. You’ll get to team up with an Apprentice who’s been there and done it and have a manager and apprentice Skills Coach who’ll stretch and guide you to where you want to go. All this plus the support of the Early Careers team who will be on hand from your first day through to the start of your post-programme career journey.

Why Inclusion is important 

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best. CVs aren’t everything. We’re more focused on who you are and the potential what you’ll bring to Sky.    

We celebrate diversity because different people, with different perspectives make Sky a better business. Our customers are incredibly diverse, so we should be, too.    

So why wait?     

Our apprenticeship is designed to put you at the centre of the action. You’ll learn, grow and help make the magic of Sky happen. Whatever your background, skills or passions, there’s an opportunity for you to explore. A career at Sky is where better begins.

Got questions about this programme? Email us at apprenticeships@sky.uk

If you are successful in your application for this programme, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.     

Let’s not forget about the great perks. There’s a reason people can’t stop talking about #LifeAtSky. Our fantastic range of benefits really are something special, here are our highlights: free Sky Q (for the TV you love all in one place), a generous pension, 25 days paid annual leave, discounted Mobile and broadband and private health care.

And if that’s not enough, each campus has its own perks such as subsidised restaurants/ cafes and games rooms. Your campus may include a cinema, chill out sections, faith rooms, a gym, and more.

To be considered for this role, you must meet all of the following eligibility criteria due to apprenticeship funding requirements in Scotland:

• You’ll be above the statutory school leaver age by 28th October 2024
• You’ve a minimum of two National 5 qualifications or equivalent.
• You’ve not completed a qualification or degree in the subject of the apprenticeship you are applying to.
• You’ll have completed any current education by 28th October 2024 and do not plan to be undertaking any education throughout the duration of the apprenticeship.

Do you meet all of the above criteria? If you are unsure if you meet any of the above, please email apprenticeships@sky.uk to discuss with a member of our team.