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Operations Manager - Newcastle

  • Sky
  • Newcastle upon Tyne, UK
  • 20/11/2023
Full time Management

Job Description

Sky is one of Europe’s leading media and entertainment companies and we’re proud to be part of the Comcast NBCUniversal family. Across six countries, our innovative products connect 23 million customers to the best apps, and all the entertainment, sports, news and arts they love, including our own award-winning original content.

We believe in the power of diverse teams working together to deliver amazing work, and in doing the right thing for our customers, our people and communities. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

As a Contact Centre Operations Manager based in our Service Centre in Newcastle, reporting to the Head of Service Operations you’ll be responsible for leading, developing, and coaching a group of leaders whose teams help and support customers get a brilliant digital or direct solution. Flexible, reactive, and proactive; you’ll play a key role in leading your team to perform and do the right thing for our customers.

What you’ll do: 

  • Lead a team of leaders as part of Sky’s Customer Service team
  • Be confident in your ability as a Leader and Manager, you’ll support performance to deliver an exceptional customer experience
  • Lead a high performing contact centre team to create optimal performance for our people and our customers
  • Inspire, empower and lead people to be their best every day.
  • Contribute to the development of the site operations plan, leading key initiatives as required whilst contributing as required to other projects
  • Be an Inclusive leader driving diversity and inclusion with every action
  • Challenge the status quo to do the right thing for the customer with resolution and adding value at the heart of what we do

What you’ll bring:

  • As a Contact Centre Operations Manager, you’ll demonstrate a proven ability to motivate, empower, coach and develop your people to drive a high performance culture
  • Experience of leading large, diverse teams operating in a contact centre environment or similar
  • A track record of driving a highly engaged, high-performance customer-centric culture
  • Experience of delivering change / improvement projects
  • Ability to simplify ambiguity and give clear direction

The rewards 

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of benefits really are something special, here are just a few:

  • Free Sky Q, for the TV you love all in one place
  • Discounted Mobile and broadband
  • Annual bonus based on business and personal performance
  • Own part of Sky/Comcast as part of our annual Sharesave scheme
  • A whole range of benefits to support you in all areas of your finances, health and lifestyle, such as, a generous pension plan, healthcare and discounts at over 800 retailers

In addition to all these great benefits, you’ll have the opportunity to take part in ‘Time to Care’, our commitment to give each colleague the opportunity to volunteer for up to 1 hour per week. All part of Sky’s pledge to help tackle loneliness for our customers and in our communities.

Where and how you’ll work
Your base site will be in the heart of Newcastle looking onto St James’ Park.

If you are invited to an interview, it’s likely this will be a virtual interview using video, and we’ll do our best to make the process smooth and straight forward for you. We embrace inclusivity and diversity and therefore if you have needs you wish us to consider as part of the recruitment process please let us know, we want to ensure everyone gets a fair chance at success and open to any suggestions if it helps you in the process.

Whilst we continue to navigate these challenging times, Sky is committed to doing the right thing for our people and customers, that’s why we’ve embraced Hybrid working. We will be one team, both onsite  and online. We will build on the best of both, giving more flexibility on where and how we work and reimagining our workplace and use of technology to allow our people to be at their best. In this role, you can expect split your time working at home and being onsite, 3 days per week required on site.