Customer Service Representative - Sky

Overview

Actavo describes a workplace built around inclusion, teamwork, and a strong sense of support across all operations. The business says its values focus on serving clients and their customers reliably, ensuring people return home safely, and looking after employee wellbeing.

The company also notes that its work is varied and meaningful, spanning fibre network connections for people and businesses, support for major industrial and utility projects, modular spaces for learning, working or leisure, and creative events.

Responsibilities

• Answer incoming customer calls and deal with queries quickly and effectively.
• Take responsibility for customer issues, including required follow-up and escalation.
• Arrange and assign jobs to field technicians.
• Keep in regular contact with technicians so customer appointments are completed on time.
• Respond to technician questions and help resolve operational problems.
• Share technical details and support with technicians and engineers when necessary.
• Track and manage calls according to agreed service level standards.
• Update customer records and databases with all relevant communication.
• Maintain up-to-date knowledge of Sky products, services, and processes.
• Create daily and weekly call logs and operational reports.
• Ensure engineer paperwork and related documents are followed up promptly.
• Direct calls to the appropriate internal teams or resources.
• Prepare weekly invoicing for service engineers.

Requirements

• Previous experience in an inbound call centre or customer service role is preferred.
• Working knowledge of Microsoft Word, Excel, and PowerPoint.
• Ability to work on your own initiative and handle tasks efficiently.
• Good teamwork and collaboration skills.
• Flexible attitude and willingness to adjust to changing business requirements.

Benefits

• Pension plan.
• Life assurance valued at four times annual salary.
• Employee assistance programme.
• Refer-a-friend scheme.
• Maternity pay.
• Educational assistance.
• Opportunities for career progression.
• Long service awards.