Driven by passion, energy and an entrepreneurial spirit, Sky is a FTSE top 35 company with more than 9 million subscribers and one of the world’s biggest broadcasters. We started a consumer telecoms revolution in 2006 with the launch of Sky Broadband and Talk. Our mission is to continue to lead the UK telecoms market with our innovative and great value communication services.
Sitting within Sky Talk Operations, the Customer Operations Analyst is responsible for supporting the Customer Analysis Team Leader by investigating issues with Sky Talk & Broadband systems, understanding and highlighting processes & knowledge gaps, and communicating updates & resolutions to Stakeholders.
The key responsibilities will include; - Investigating newly uncovered issues with Sky Talk and Broadband systems, processes & knowledge covering the end-to-end service supply chain.
- Analysing current systems and processes in order to uncover the root cause of new and ongoing issues.
- Communicating open and resolved issues to stakeholders and contact centre staff clearly and concisely to ensure the customer journey is smooth and positive.
- Ensuring all issues lists are up-to-date and accurate alongside other reporting tools
- Identifying customer-impacting issues before they cause reputational and financial damage.
- Liaise with customers, vendors and colleagues across the company and industry as part of the issue resolution process
- Become an expert resource on SkyTalk and Broadband systems and processes and assist with training of new team members
The successful candidate will possess the following;- A minimum of five GCSEs, including Maths and English to Grade C or above (Post GCSE qualifications are advantageous)
- Telephony background ideally with an understanding of current systems and processes for SkyTalk and Broadband
- Significant knowledge of Chordiant and some knowledge of either PDS or Penfold including competent use of MS Excel
- Ability to communicate technical information to both technical and non-technical audiences
- Enthusiastic, motivated and willing to use initiative to improve upon current processes
- An analytical mindset and strong attention to detail with the ability to work in a fast paced changing environment
As a valued employee of Sky you will benefit from a competitive salary, free Sky+ HD worth around £500 per annum. You will also have access to our Pension, Private Health Care and Share Save Schemes with access to a range of discounts including dental, holidays, mobile phones to magazines and DVDs.
Sky delivers some of the most diverse content and services on the planet, and we value the same diversity within our business. We provide a culture of entrepreneurialism and opportunity for one and all.Believe in Better & Join In! For more information on working for Sky, please go to www.workforsky.comDue to the fast paced nature of Sky's Businesses our vacancy close dates may be subject to change. Sky delivers some of the most diverse content and services on the planet, and we value the same diversity within our business. We provide a culture of entrepreneurialism and opportunity for one and all.
