Contact Centre Service Advisor - Leeds

Contact Centre Service Advisor – Leeds

We’re looking 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, productivity and Sales Through Service (STS). You’ll manage a range of customer contacts, with a particular emphasis on resolving challenging and sensitive situations, while also identifying opportunities to add value to the customer conversation.

 You’ll need 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.

• Potential Start Date: 27th July 2026 

• Salary: £26,728 per annum 

• Site: Sky, 26 Whitehall Road, Leeds, LS12 1BE

• Shifts: 37.5 hours per week, 2x 1pm-9pm shifts and 3x 10.30am-18.30pm shifts per week, Monday to Friday with a 1 in 4 Saturday

• Interviews: If you are successful at the initial assessment stage, you will be invited to attend an in‑person interview on either 16 or 17 June

We operate a hybrid working pattern after training, which allows colleagues to gain a work life balance with the opportunity to work from the office and then home based for part of the week.  For full time advisors, this is a minimum of 2 days per week on site.

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, professionalism and full ownership
• Delivering against key KPIs including FTR, NPS, quality, productivity and STS
• Identifying Sales Through Service opportunities where appropriate, adding value through customer conversations
• Investigating queries in detail to understand the full picture and determine the right resolution
• Taking end-to-end ownership of customer cases, ensuring clear communication and timely resolution

What we’re looking for:

• Proven experience delivering against customer service and sales KPIs
• Confidence handling complex or sensitive customer interactions, remaining calm and solution-focused
• A passion for resolving customer concerns and achieving the right outcome in challenging situations
• Strong awareness of Sales Through Service, identifying opportunities without impacting customer 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 is why we’ll teach you 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 7-week training program is 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. Training and Academy sessions are conducted entirely face-to-face in the office, from 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'll be expected to complete the last 3 weeks in Academy on your new shift pattern

The Benefits: 

 
There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. There really is something for everyone with 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’re based in the heart of Leeds, just a few minutes’ walk from Leeds train station. On site you’ll have access to our subsidised canteen, pool table in our chill out areas, free tea and coffee, prayer room, bike storage, outdoor seating by the canal and shower facilities.

Inclusion:  

 
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 approach 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?   

 
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.   
  
To find out more about working with us, search #LifeAtSky on social media. 

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.