Sky is looking for a Head of Service Operations to lead and transform its service delivery in Leeds & Newcastle. Reporting to the Director of Service, you will drive strategic and operational excellence, foster a customer-centric culture, and spearhead continuous improvement initiatives. This role requires a proven leader with extensive experience in large-scale operations, team development, and cross-functional collaboration to elevate customer experiences.

Location: Leeds & Newcastle

Team Overview:
The CSG Service Operations team is at the heart of delivering the best customer service in the country, offering support through voice, email, live chat, and social media. As the Head of Service Operations, you will provide strategic leadership, driving operational performance and elevating the customer experience across our diverse service channels.

What You’ll Do:

Lead the service strategy: Develop and implement a comprehensive service strategy, driving seamless operations across voice, email, live chat, and social media.

Foster a customer-first culture: Build a strengths-based, customer-centric culture within the team, focusing on enhancing people’s capabilities and improving customer experience.

Drive performance: Lead site-based operations and workflow management to meet KPIs, while delivering Sky’s in-house processes across all business lines.

Implement best practices: Share and apply best practices across the wider Service Estate, collaborating with strategic partners and support teams to elevate performance.

Transform service operations: Spearhead initiatives that drive continuous improvement and evolve operational processes to benefit both employees and customers.

Build capability: Oversee recruitment and development programs to ensure your team is equipped with the right skills and supported through Sky training and coaching.

What You’ll Bring:

Strategic leadership: Proven experience in developing and successfully delivering a business strategy within a large-scale operation.

Operational expertise: Extensive experience managing large teams within a 365-day contact centre environment, with a deep understanding of KPIs and cost models.

Change leadership: Expertise in delivering change and improvement projects, raising team capability, and implementing operational improvements.

People development: A strong track record of motivating, coaching, and empowering teams, with the ability to enhance team performance through effective leadership.

Cross-functional collaboration: Experience working in a matrix organisation, with the ability to influence across organisational boundaries and improve service delivery.

High-performance focus: Demonstrated ability to set ambitious targets and consistently deliver against them in a fast-paced environment.

Benefits

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

Sky Q, for the TV you love all in one place

A generous pension package

Private healthcare

Discounted mobile and broadband

Hybrid, flexible working

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Inclusion:

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

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. Please flag any adjustments you need to your recruiter as early as you can.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.