Contact Centre Service Advisor - Newcastle

Contact Centre Service Advisor – Newcastle 

Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. 

• Potential Start Date: 19th January 2026 

• Salary: £24,770 per annum 

• Site: Sky, Wellbar Central, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD 

• Shifts: 37.5 hours per week, 4-5 days per week, shifts will be between the hours of 8.30am and 8pm, including weekend working 

Join us as a Contact Centre Service Advisor in our Newcastle contact centre earning £24,770 per annum going up to £25,500 once you have completed our starting out training. 

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.   

What you’ll do:  

• Take inbound calls from customers who might have a technical query or want to talk about billing or upgrading their package 

• Learn about our products and how to have great conversations with customers  

• Spend time understanding customer needs and recommend Sky products that will improve the customers viewing, online and/or mobile experience  

• Be part of a supportive, fun, and friendly customer service team 

• Work 37.5 hours p/wk Mon-Sun with varied set shift patterns available.  Your set shift will be allocated at the offer stage and your preferences taken into account wherever possible. When our customers need us most, you'll work up to 5 hours extra per week (max 10 times per year) and bank this time to take back as extra time off 

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. Both the 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.  

What you’ll bring: 

• Brilliant listening skills 

• A passion for problem solving 

• An ability to empathise and understand customer needs 

• A passion for delivering brilliant customer service 

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 Newcastle looking onto St James’ Park. Close to all main transport hubs, you’ll have access to a subsidised canteen and Sky Q lounge to relax in, table tennis, free tea and coffee, pool table, bike storage, prayer room and changing/washroom 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.