Customer Service Apprenticeship - Dunfermline

Kickstart your career with Sky’s Modern Apprenticeship Programme

Ready to launch your career with one of the UK’s most iconic entertainment and technology brands? There’s no better place to start than in the role that sits right at the heart of our business — Customer Service Advisor.

This isn’t just your next step. It’s the start of an incredible journey.

You’ll be helping customers, solving real problems, and becoming an expert in everything Sky has to offer. Along the way, you’ll build the skills that employers love, gain confidence, and earn a Scottish nationally recognised qualification in Customer Service — all while being part of a team that champions your growth.

What you’ll be doing

As an Apprentice with us, you’ll be fully supported to achieve a Scottish nationally recognised Customer Service qualification by the end of your 15 months at Sky.

Your first four weeks kick off with Start At Sky, an immersive experience where you’ll learn what outstanding customer service really looks like. You’ll be guided by a dedicated learning specialist, supported by an assessor, and paired with a buddy who’ll be with you every step of the way.

Here’s what your day-to-day will look like:

• Finding solutions to customer queries and challenges.
• Listening like a pro — understanding needs, showing empathy, and earning trust.
• Putting customers first in everything you do.
• Delivering top‑class service with every interaction.
• Working towards targets that help you grow and shine.

Shift Patterns

There will be 2 shift patterns available for this programme.

• Option 1: 11am-7pm Monday to Friday with a 1 in 4 Saturday.
• Option 2: 12pm-8pm Monday to Friday with a 1 in 4 Saturday.

What you’ll get

• A Scottish nationally recognised qualification: Customer Service at SCQF Level 6
• Expert training from Babington – a multi award-winning specialist provider of vocational training. Babington are passionate about creating opportunities for anyone wanting a successful career in customer service, from new talent just starting out to experienced professionals taking their skills to the next level.
• World-class development to build your skills, confidence, and knowledge.
• A career that grows with you – this is just the beginning.
• Plus, enjoy free Sky Q, a generous pension, 25 days paid annual leave, discounts on Sky Mobile and Broadband, private healthcare, and more — just some of the great perks you get when you work at Sky.

What we’re looking for

• A minimum of two National 5 qualifications or equivalent.
• A confident communicator and team player.
• Passionate about providing our customers with the best service in the country.
• Able to thrive in a target-driven environment.
• Enthusiastic about all things Sky.
• Resilient with a positive attitude.
• Curious and eager to understand new technology and stay in touch with the latest trends.
• Flexible: your shift pattern will vary, and you’ll need to be available to work evenings and weekends.

Right to Work: You will have valid right to work in the UK by the programme start date (5th October 2026) and will remain valid for the full duration of the apprenticeship (15 months) without requiring renewal or expiring during this time. Please note that Sky does not offer sponsorship for this programme.

Note: Sky does not provide relocation expenses for this role.

Your Journey to Becoming a Sky Apprentice

We’ve made our application process simple and transparent – here’s what to expect:

Step 1 – Apply Online

Complete our short application form with your basic details, education, and any relevant experience. Quick and easy.

Once your application has been submitted, you’ll be invited to complete our immersive digital assessments. This may land in your junk folder so don’t forget to check it.

Step 2 – Digital Assessment

Next, you’ll complete our online digital assessment. This short assessment is designed to understand your knowledge of Sky, our products, and the role you’re applying for. It helps us get a feel for how you think and how you might approach real scenarios at Sky.

Before you begin, you’ll have the opportunity to complete a practice version. We strongly recommend taking this practice assessment and carefully reading the instructions we’ve sent by email, so you know exactly what to expect.

We’ve also included helpful tips to support you and help you feel confident going into the assessment.

We understand that you might want to utilise AI to support your preparation for taking the assessments – understanding Sky etc. But we ask that you complete the assessments themselves without the assistance of AI.

Step 3 – Virtual Assessment Centre

The final stage is a digital assessment day. You’ll take part in group discussions, an individual interview, and programme-related exercises. After that, we’ll let you know when to expect feedback.

Where your development begins

• Be Brilliant – We give you freedom, support, and the chance to make an impact. With the right attitude, anything’s possible.

• Sky Learn – Our learning platform packed with courses, videos, and podcasts to help you grow your skills and career.

• Support Network – From day one, you’ll have a buddy, a manager, and a Skills Coach, plus the Early Careers team cheering you on.

So why wait?

This is your chance to learn, grow, and help make the magic of Sky happen. Apply now and start your journey where better begins.

If your application is successful, your offer will be subject to receiving a positive outcome from your Criminal Record Check, in addition to passing all apprenticeship eligibility checks as per government apprenticeship guidelines.