customer service advisor Review
at Sky
Higher Level Apprenticeship
Business Operations
Dunfermline
Review Submitted: May 2021
Overall Rating
3.2 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3.5/5
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Overview of Role
3/5
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Skills Development
2.8/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
what my role of a customer service advisor involves is answering the calls to customers of sky who have Quires. this could involve explaining their bill prices and breaking it down for them we also deal with complaints and come up with the best solution for a resolution. we deal with fixing the sky TV, Landline and Broadband and making sales for customers while getting to know our customers
To what extent do you enjoy your programme?
3/5
sky as a company tick all the boxes for my needs as I am disabled I love working here as its a friendly and warm environment. I do like my team as well as we help one another out with anything we need i do feel like the work is a little repetitive but that's something I have to deal with.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
I have learnt workplace skills by this I mean how to dress appropriately in the workplace. I have also developed my communication skills as I have a variety of different customers with different scenarios and situations. I have learnt how to deal with difficult situations and the best way to handle them as an individual and in a team
Structure and Support
How well organised/structured is your programme?
2/5
the induction was great we had it 2 or 3 days before we started and we got to meet everyone over a teams call due to COVID 19. the training i though could have been a few weeks longer as there was some topics we only looked at for a day which i thought were more important than others. The support is great ive had alot of help and because of this i have improved greatly so yes other than the training i think its well organised
How much support do you receive from your employer?
5/5
I get tons of support from my manager this could be things like customer escalations to mental health support i feel like i can talk to her about anything that i need to i would never be scared to ask her for advice or support with anything i need in general
How much support do you receive from your training provider when working towards your qualifications?
2/5
our trainer was a lovely lady who would help you with any questions you had you never felt any judgement from her at all. the only pointer that i have but is nothing on the trainer is to not have more than 15 people on a teams call at the one time as we had to go and do a lot of the work ourselves as the share screen feature would freeze or lag due to the number of people on the meeting at once
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
1/5
i personally don't think that what we are learning from the apprenticeship has anything to do with sky as a business or is related to the role i have learned more from the job itself than the apprenticeship if i thought it was going to be questions on business sectors and not about my role i would have just applied for a job and not an apprenticeship
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
as of right now i am unaware of social events due to the pandemic I do know there are gyms in the contact centre that i am working at and to get into that you pay £5 per month for a membership for the gym which i think is quite good
Recommendations & Advice
Would you recommend Sky to a friend?
Yes
Why?
I would recommend sky to a friend and i have as sky look after their employees its not the type of company that just throw you in the deep end they get to know you get to know the best way to support you in the best way possible. i feel like i belong at sky
What tips or advice would you give to others applying to Sky?
the one bit of advice that i can give you is go with your gut if you arent sure if something that the customer said is correct ask but follow the screen it will give you advice and steps also get to know your customer and ask if they are okay or how they are doing it may brighten up their day
