Customer Service Apprenticeships
Meeting amazing people. Learning new skills. Building a career. You can do it all as an Apprentice.
Learn more about each Customer Service Apprenticeship to find the one that suits you.
Identify and solve problems. Sell Sky products. Answer queries and have great conversations. Join our team and you’ll spend the first four weeks learning the ropes. After that, we’ll let you loose on the phones, supported by your line manager. We’ll also assign you a buddy and assessor to guide you through your day-to-day tasks. If you’re a quick learner with a resilient, can-do attitude, this is the role for you.
What you’ll be doing
As a Contact Centre Advisor, you could be part of our sales or service team. You’ll help deliver the best service in the country from one of our amazing contact centres. Taking inbound calls, you’ll gain the skills, knowledge and confidence to respond to individual customers to fit their needs— solving their queries, providing support, adding value, or selling the products and packages that are right for them.
Over the course of 15 months you’ll gain a Customer Service qualification. And if you’re determined to work hard and develop, we’ll make sure you get the support and resources you need to become brilliant at what you do. All while experiencing a vibrant atmosphere, where you’ll be surrounded by a supportive team.
Customer Sales apprenticeship programme
Deliver extraordinary service. Promote new and existing Sky products. Build our customer fan base. As part of our supportive and friendly team, you’ll understand what each customer wants, using your judgment to respond in the right way and make sure they’re happy to be a part of Sky.
Customer Service apprenticeship programme
Offer brilliant solutions to customer queries and problems. Show empathy. Inspire trust. By listening attentively to our customers, you’ll understand what you can do to make sure you meet every person’s needs. Plus, you’ll learn how to juggle multiple tasks to do your job as efficiently as possible.
Turn Sky customers into lifelong fans. Enjoy the freedom and support you need to make an impact. Provide super reliable broadband for work and play. And deliver cracking customer service every time. If you’re someone who’s resilient, with a can-do attitude and bags of character, this is the role for you.
What you’ll be doing
As a Home Service apprentice, you will have the opportunity to earn while you learn, gain new skills and study for a recognised qualification. Tech experience isn’t essential. We’re more interested in your brilliant listening skills, how well you interact with people and your ability to collaborate and support the Home Service Engineer team. Our programme offers roles across the UK and, no matter where you join, you’ll get seven weeks of both face-to-face and virtual training to learn the skills and knowledge required for the role. And you’ll pick up the ropes from a mentor by shadowing them for six months of your apprenticeship.
Over the next 15 months you’ll get to work in customers’ homes and businesses across the UK. Your job? Installing, servicing and demonstrating our incredible TV and broadband products. Once the technical work is done, you’ll be excited to show customers exactly what it can do.
From travelling to different places to meeting new customers everyday. Your typical week will be varied and full of exciting experiences. And you can expect plenty of support from your team, who’ll help you successfully complete your apprenticeship and develop in your role.
What we look for content
At Sky, we look for people who rise to a challenge and focus on finding a solution, fast. People who are always striving for simpler, smarter, faster and better – whether that’s explaining complicated things clearly and confidently, converting customers into fans, or simply hitting targets and delivering cracking customer service. Flexibility is also important, as most shift patterns will include some evenings and weekends.
As a Contact Centre Apprentice, you’ll need to be a confident communicator and team player who is obsessed with providing strong customer service and likes keeping up with the latest technology trends..
As a Home Service Apprentice, you’ll need a thorough approach and strong collaboration and relationship-building skills along with a real desire to learn more about Sky technology, products and shows.You also need to be aged 18+ and hold a full UK annual driving licence (with no more than 6 points).
About your education
- You’ll need a minimum of two National qualifications (NQs) level 2 or 3. If your qualifications don’t already include English and Maths, you’ll need to achieve these during your Apprenticeship.
- You’ll need a minimum of two GCSEs A* – C (or equivalent grades 9-4). If your GCSEs don’t already include English and Maths, you’ll need to achieve these during your Apprenticeship.
Hints and tips content
CVs aren’t everything. We’re more focused on who you are and the potential you’ll bring to Sky. That’s why we have a unique assessment approach that involves a series of questions and a video round followed by an invite to our virtual assessment centre. Do you require any special adjustments to be made to complete any stage of our process? Just let us know when you register and someone from our team will get in touch to discuss this further.
As part of the application process, you’ll complete a digital assessment looking at how you respond to various situations. This will tell us if you’re a good fit for our team. The second step is a telephone interview. Ready to go? Here are some hints and tips to get you started:
- Find somewhere quiet where you won’t get distracted
- It might help to turn off your phone or keep it on silent
- Open a new browser window or close any tabs you aren’t currently using
- If you’re invited to take part in our video assessment, make sure you’re in a tidy, well-lit space with good internet connection. We’ll give you some more instructions to help you get set up
- We know it might feel a little strange but try and treat the video interview like you would any interview. Dress comfortably, smile and keep focused on the camera
- And finally, we’re excited to get to know you. Be yourself. Always provide answers that best represent you and what you would do in a given situation.
For the final stage, we’ll invite you to take part in our virtual assessment centre. You’ll get the opportunity to impress us with your personality and get a feel for what it’s really like to work at Sky.
It’s normal to be nervous but we’re on hand to help you along the way. To prepare, do your research about Sky but don’t worry if you don’t know everything about us. What’s more important is that you demonstrate what excellent customer service looks like. Show us your personality, strong social skills and think about how you might approach different situations with customers. We’re keen to hear more about you.
The day will include an individual interview and individual exercises but don’t worry we’ll give you plenty of notice and let you know how best to prepare for these activities. You’ll need to set aside a couple of hours for this part.
Once you’ve completed your assessment day, we’ll let you know when you can expect to hear back from us.
Any questions? Email us at email@example.com
We’re committed to providing great rewards for the people who drive our success. Whether it’s taking care of your health, providing for your future, sharing our fantastic products or other ways to show we care. We aim to make your life better by providing a wide range of benefits that fit around your needs.
- Sky Q, Broadband and discounted Talk – plus all the extras
- iPad and mobile phone*
- Sky pension plan
- Paid annual leave
- Flexible working
- Recognition schemes
- Gym discounts
- Sky-branded van*
- Access to over 12,000 LinkedIn Learning courses to support your development.
We also offer all Sky employees two volunteer days per year. Either support our local communities through one of our Sky Cares programmes or choose a cause close to your own heart.
*For Home Service Engineers only
Learning & development
Whichever Apprenticeship programme you choose, we’ll make sure you have everything you need to grow into a future leader.
The moment you start, you’ll be enrolled into your qualification and will get your own development coach – an industry expert who can help you with your portfolio and assessments and give you advice every step of the way. Your manager will be there to support you and help you connect to the right people. You’ll also have a buddy to show you the ropes and our Early Careers team will always be on hand if you want to chat or give us feedback.
We’re keen for you to see the progress you’re making on your Apprenticeship journey. So you’ll get regular progress reports from your development coach and manager. We also give you access to a huge range of learning tools (like LinkedIn Learning) that will help you on your way.
And all the time you’ll be enjoying brilliant perks (like free Sky) and the opportunity to do amazing work as part of a close-knit team.
Want to talk about your favourite shows and experience a career unlike any other? At Sky you can.
Working on location
in Home Service
Every day our Home Service Engineers visit different homes, delivering cracking customer service wherever they go. Join our Apprenticeship programme and we’ll make sure you get all the training and support you need to do your best work.