I spoke to a really helpful and very personable guy yesterday PM, whose name was Oli. The only other thing I know about him is that he lived in/near to Stockport UK.
I was wanting to add Netflix to my SKY Q account and he was hugely helpful in explaining, in plain terms how to do this. He was very patient too as I downloaded the My Sky app onto my mobile. He also talked me through when and how to avail myself of a new rate on Signature subscription as it was coming up to renewal time.
In all my interactions with umpteen company Customer Service Departments over the years, he had by far and away the most engaging and helpful personality, a credit to your organisation.
I hope you are able to track him or his line manager down and convey this feedback to him/them.