Faults & Resilience Analyst

26 Nov 2021
11 Dec 2021
Full Time
Contract Type
Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

"This role exists to be an integral part of the wider Live Operations Team, you are responsible for providing front line support to our contact centres and customers, acting as a conduit between the operation and technology teams to facilitate effective and managed solutions to daily system challenges/faults." - Faults & Resilience Planning Manager

What you'll do:
    Work closely with contact centres and support areas to quickly identify customer or contact centre affecting issues, engage and escalate to support teams, including Customer Telephony, ITSD, Incident Management and Platform Control through to resolution.Prepare simple but concise updates to Stakeholders during times of increased pressure Be the voice of the customer during high pressure incidents and eventsKey role in delivering best customer experience from contacting Sky to being delivered to the best place first time in a timely manner during high pressured times/incidentsSupport Broadband & Talk outage and planned maintenance processesParticipate in the planning of major business and Box Office events, fault/incident management and communication from a real time perspective
What you'll bring:
    Customer and stakeholder experienceExperience in a planning or faults/incident based role.An understanding of Sky's core system (e.g. STAN, Live Engage, FAV, Penfold, TTM, SPM, etc.)Excellent Microsoft Office skills, in particular proficient in Microsoft ExcelAbility to work well under pressureGood communicator at all levels
Customer Service GroupIn our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards: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 placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences
Where you'll work:Any UK Sky site

Inclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

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.

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait? Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

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