Customer Excellence Specialist – 12 Month Fixed Term Contract

Livingston, West Lothian
Sky

Role/Team overview

Join the Customer & Colleague Enablement Team, we enable ‘Better’ Customer & Colleague Experiences, EVERY DAY.

At the heart of Sky’s mission to Believe in Better, the Customer & Colleague Enablement team plays a vital role in shaping future-ready experiences for both our customers and our people. The Customer & Colleague Enablement sit under the Sales Directorate, but support CSG wide.

We are a forward-thinking, purpose-driven team committed to enabling better customer and colleague experiences, every day. Through innovation, connection, problem-solving, adaptability, and a growth mindset, we create the conditions for others to thrive.

Our role is to empower teams with the right tools, systems, knowledge, and resources – helping them to do their jobs effectively and efficiently. Whether it’s modernising tech, building future skills, or forging strategic partnerships, we’re always looking ahead to ensure we meet tomorrow’s challenges today.

If you’re someone who thrives in change, enjoys solving complex problems, and believes in making things better – not just for now but for the future – then this is the place for you.

The Customer Excellence team exists to put customer-first thinking at the heart of everything we do in Sales. We turn insight into action-shaping strategy, improving journeys, and supporting advisors to deliver brilliant conversations.

From driving large-scale transformation to surfacing trends through data, we collaborate across Sales Ops, Compliance, Technology and frontline teams to make change that sticks. We’re trusted to lead, challenge, and improve-always with the customer and colleague experience in mind.

If you’re passionate about insight, improvement and making better happen, this is the team for you.

What you’ll do

• Drive engagement and adoption of new tools, processes and products across Sales Operations

• Create and deliver plans that land key customer insight and process changes in collaboration with Sales operations

• Support frontline coaching, recognition, and learning activities aligned to customer strategy and plan

• Deliver feedback loops and hold focus groups to surface customer/advisor experience themes

• Champion the use of the conversational behavioural framework across the operational estate ensuring its embedded through everyday activity

• Support onboarding plans and capability development for new starters/skill gaps across campaigns in collaboration with Learning and Sales operations

What you’ll bring

Essential Criteria:

• Strong confident communication, storytelling and engagement skills, with the ability to influence at all levels (Director, HOSO and offshore partners).

• A customer-first mindset with experience using customer insight to drive change and improvements

• Proven track record to embed behaviour change and new ways of working in frontline teams

• Creative and proactive approach to building engagement strategies to ensure a minimum standard – blueprint

• A self-motivated individual who is equally comfortable working by themselves and as part of a team

Desirable Criteria:

• Project management and problem-solving mindset

• Experience working in or closely with contact centre Sales teams

• Prior experience of working in the telecomms industry would also be useful

Benefits and perks

There’s one thing people can’t stop talking about when it comes to life at Sky: the perks. Here’s a taster:

• Free NOW package, including Sky Sports and Sky Cinema

• Pension package with up to 9% employer contribution

• Private healthcare with mental health support

• Aviva Digital GP and dental insurance

• Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect

• Sharesave and Tech schemes

• A range of Sky VIP rewards and experiences

How you’ll work

We’ve adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week.

Your office base

We’re based at Kirkton Campus in Livingston and home to over 2000 colleagues. We have free onsite parking and operate a free shuttle bus service from Livingston North train station and Livingston shopping centre. You’ll also have access to our subsidised canteen, free tea and coffee, hair and beauty salon, valet carwash, amazon lockers, cash machine, covered bike storage, prayer room and shower facilities as part of the onsite gym.

Who we are

We’re Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you’ll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society.

We’re an equal opportunity employer and value diversity at our company. We’re a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can.

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.

To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.

To find out more about working with us, search on social media.