This opportunity has now been filled

Head of Customer Service Operations – Leeds

About the role

Sky are Europe’s biggest entertainment brand. Think top-quality shows. Breaking news. Innovative tech. Must-have products. Careers at Sky mean the freedom and support you need to make an impact – pushing boundaries, creating solutions, hitting targets. And as part of a close-knit team, you’ll enjoy plenty of benefits. Plus, experiences you’ll only find at Sky.

As Head of Service Operations for Sky’s recently launched and newest site, you will lead a Service team proud to provide customer service and solutions across Sky Q, Broadband and the wider sky portfolio.

The purpose of Service Operations is to offer the best service in the country to Sky’s 11m UK customers. Service Operations offers service through people led channels – voice, email, live chat and social media.

You will provide strategic leadership across the service operation whilst building and leading a highly motivated service team to deliver the operational performance required in the Service Operations Plan, and will do this through a world leading customer centric and data driven people and customer focussed approach and mindset.

We are therefore looking for an experienced Head of Operations / Head of Customer Service who has experience of growing and developing high performing customer focused teams and building a driven, fun and success minded cultures as well as driving operational and organisational improvements specific to Customer Service and how it links and interacts with the wider business, customer data and technological innovation.

We are particularly interested in speaking with individuals who have built and grown teams and sites, worked closely with technology and data systems to tailor their customer plan and have an innovative mindset, able to apply creative thinking and problem solving to continue improving service quality and how the future of Customer Service Operations will look and interact better with the wider business.

We celebrate diversity. Because different people, with different perspectives make Sky a better business. Our customers are incredibly diverse, so we should be, too. That’s why we’re working hard to build an inclusive culture, where you can be yourself. Whoever you are. Wherever you’re from.

We recognise how vital it is that our workforce reflects the diverse communities in our customer base. Having diverse backgrounds, ethnicities and ways of thinking helps ensure that we always challenge each other and make sure that we are getting it right, communicating well and tailoring our services appropriately and inclusively for all. We welcome and encourage applications from everyone, including from underrepresented groups.

For further information, to request the Candidate Brochure, or a confidential conversation please contact Michael Dickson at

Alternatively, you can contact us by phone on 0131 539 7087.