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About the Role

Join the Customer & Colleague Enablement Team, which enables better customer and colleague experiences every day. This team plays a vital role in shaping future-ready experiences for customers and employees, supporting the Sales Directorate and CSG wide. We empower teams with the right tools, systems, knowledge, and resources to perform effectively and efficiently.

Responsibilities

• Drive engagement and adoption of new tools, processes, and products across Sales Operations.
• Create and deliver plans that land key customer insight and process changes in collaboration with Sales operations.
• Support frontline coaching, recognition, and learning activities aligned to customer strategy and plan.
• Deliver feedback loops and hold focus groups to surface customer/advisor experience themes.
• Champion the use of the conversational behavioural framework across the operational estate, ensuring its embedding through everyday activity.
• Support onboarding plans and capability development for new starters/skill gaps across campaigns in collaboration with Learning and Sales operations.

Requirements

• Strong, confident communication, storytelling, and engagement skills, with the ability to influence at all levels.
• A customer-first mindset with experience using customer insight to drive change and improvements.
• Proven track record to embed behaviour change and new ways of working in frontline teams.
• Creative and proactive approach to building engagement strategies.
• Self-motivated individual, comfortable working independently and as part of a team.
• Project management and problem-solving mindset.
• Experience working in or closely with contact centre Sales teams.
• Prior experience of working in the telecomms industry.
• Appropriate right to work in the UK.

Skills

• Communication
• Storytelling
• Engagement
• Influencing
• Customer insight
• Change management
• Behaviour change
• Project management
• Problem-solving

Location

• Livingston

Work Type

• Hybrid

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• Not specified

Benefits

• Free NOW package, including Sky Sports and Sky Cinema
• Pension package with up to 9% employer contribution
• Private healthcare with mental health support
• Aviva Digital GP and dental insurance
• Discounts on Sky products
• Sharesave and Tech schemes
• A range of Sky VIP rewards and experiences

About the Company

• Sky is a leading media and entertainment company connecting millions with entertainment, sports, news, and arts through innovative products and services.
• We aim to bring the joy of a better experience to more people, every day, to do better and deliver better for our customers, colleagues, and society.

Equal Opportunity

• Sky is an equal opportunity employer and values diversity at the company.
• We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates.
• We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate.
• Criminal record checks will be conducted for successful applicants.
• Sky does not offer sponsorship for this position.