Situational Judgement
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Customer Service
Identify and resolve problems. Answer queries. Gain a qualification in Customer Services. Our Contact Centre Apprentices focus on having great conversations and delivering the best service for our customers.
Customer Service
Start date: 2nd September 2024
£21,600 per annum|12 months | SVQ in Customer Service Level 6
About this programme
Identify and resolve problems. Answer queries. 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 busy contact centre you’ll be part of our Customer Service Team who work hard to deliver the best service in the country and provide customer with first time resolutions. Taking inbound calls, you’ll understand customer queries and use your judgment to respond in the right way to ensure they are addressed effectively.
We’ll help you develop all the skills, knowledge including technical skills, and confidence you need to give our customers extraordinary service ensuring our customers’ queries are addressed.
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 five 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, 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:
- Offering solutions to customer queries and problems.
- Listening attentively to customers: understanding their needs, showing empathy and inspiring trust
- Keeping the customer at the heart of all that we do
- 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.
What we’re looking for
There are no minimum educational requirements for this programme.
Other skills we’re looking for:
- A confident communicator and team player
- Passionate about providing our customers with the best service in the country
- Thrive in a target driven environment
- Enthusiastic about all things Sky
- A resilient attitude
- 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
Status
This apprenticeship programme is now closed for applications for our 2024 intake.
A career at Sky is where better begins
Application Journey
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.
Situational judgement
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.
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.
Virtual assessment
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.
We’ll be in touch
Once you’ve completed your assessment day, we’ll let you know when you can expect to hear back from us. Good luck!
Hear Ewan's top tips for answering the situational judgement questions.
Application Tips
We want you to nail your application just as much as you do. That means that we want to give you as much support as you need. Have a look at these top tips from our early talent team to help keep you at ease.
Telephone Interview
Assessment Centre
Hear from a Customer Service apprentice
Sheldon Vickers
Apprentice
So one thing I've become better at since starting at Sky is the teamworking and collaboration side of things. So my teamworking skills have very much developed over the last half year because I've been taking over other people's cases. And then the communication skills, speaking to our customers.
