Customer service

There is no bigger priority for us than delivering simply great service. From investing in systems to developing the skills of our people, we’re always working to find ways to give customers the high quality of service that they expect.  

That means empowering our people so that it’s easy for customers to deal with us. We provide around 300,000 hours of training for our contact centre advisers each year, so they have the skills to resolve more of our customers’ questions first time.  

We’re also making it easier for customers to find out information or get in contact with us in a wide variety of ways, such as online or via the red button on their remote control. Almost a third of upgrades by existing customers are now handled online.  

"We provide around 300,000 hours of training for our contact centre advisers each year." 

Commitment to high-quality service takes effort and investment. In
the last year, we have begun upgrading our telephone systems to
help us answer calls more efficiently, opened a new contact centre
in Leeds and expanded our workforce in response to strong demand for our products. As part of our push to accelerate take-up of Sky+HD, around 1,000 new jobs have been created in our service and installation teams to help get customers up and running as quickly as possible.  

We know that we need to go on putting customers at the centre of what we do. And if we go on meeting their needs, their loyalty and trust will be the foundation of our future success.