Customer Service Representative – Inbound & Field Dispatch

About the role

Join Sky’s customer service team to handle inbound calls, resolve enquiries, and coordinate field technician dispatches. You will act as the primary point of contact for customers, ensuring timely service and maintaining high satisfaction levels.

Key responsibilities

• Answer inbound customer calls and resolve enquiries efficiently.
• Take ownership of issues, follow‑up, and escalate when necessary.
• Schedule and dispatch jobs to field technicians.
• Communicate regularly with technicians to meet appointment commitments.
• Respond to technician queries and support operational issue resolution.
• Provide technical information to technicians/engineers as required.
• Manage calls in line with Service Level Agreements (SLAs).
• Update customer records and databases with all communications.
• Maintain knowledge of Sky products, services, and procedures.
• Produce daily/weekly call logs, operational reports, and engineer invoicing.

Required profile

• Previous inbound call‑centre or customer service experience preferred.
• Ability to work independently, use initiative, and manage tasks effectively.
• Strong teamwork and collaboration skills.
• Flexible approach and willingness to adapt to changing business needs.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint

What we offer

• Pension plan
• Life assurance – 4× annual salary
• Employee assistance programme
• Refer‑a‑friend scheme
• Maternity pay
• Educational assistance
• Career progression opportunities
• Long Service Awards