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8 months ago
Location: UK
Job type: Permanent
Sector: Digital Agency
Category: Digital Marketing Jobs
We’re part of Europe’s leading entertainment and communications business. With over 22 million customers across five countries, we make life easier by entertaining and connecting people. It’s a genuine team effort. That’s why we want talented people, like you, to join us and help make the future happen.

Making bold decisions is a big part of our history – and with talented people like you on board, we’re confident it’s going to be a big part of our future. NOW TV is our exciting internet TV that’s revolutionising the sector with a bold approach, fresh ideas and the latest technologies. We’re transforming the way our customers view content by making Sky Movies, Entertainment and Sports available across a range of devices.

The perks

As a valued employee of Sky, you’ll benefit from a free Sky Q premium package (one off payment required for installation), an excellent pension scheme and private health care. Plus, there’s a great range of other benefits to fit around your needs too.

Your key responsibilities:

The Digital Support and Engagement Controller will act as the single custodian for all help and support customers need across NowTV, working with Product Owners, Community Managers and Content specialists to engage customers across NowTV’s public help site, Community and customer service channels in social. The primary focus of the role is to reduce customer contact be delivering engaging and informative support content that reduces the requirement for customer service to handle enquires.

-Act as the single point of contact within the business for all help and support across in NowTV
-Support the Head of Digital Service in the ongoing definition and development of the Self-Serve Vision, specifically owning business case development and delivery of change plan candidates
-Accountable for delivering the contact reduction plan across the Help Site and Community, including driving customer satisfaction and engagement metrics
-Work very closely with our Service Technology team to introduce new technology and capability to transform the way we delivery FAQ’s to customers e.g. Chat Bots
-Develop and manage digital performance across the help site and Community, including working with forecasting and planning to develop robust plans and business cases
-Member of the NowTV Ops management team, helping support development of NowTV’s leadership culture within Operations

Your skills:

-Very strong background in building digital self-serve experiences, including running Help Sites and Social Communities
-Advocate of new technology and industry expert in automation and AI technologies that can transform support experiences e.g. ChatBots, IA etc.
-Experienced in running digital teams and leading large groups of stakeholders
-Experienced in using digital tools e.g. Ominuture, Slack and Jira
-Excellent communicator who can influence different stakeholder groups across the business vertical
-Strong decision making skills and keeps the customer at the heart of the decision

If you’re ready to work in a dynamic environment alongside talented people who take pride in delivering great results, today

Happy to talk flexible working

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.

Believe in better


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