Customer Priority Specialist – Complaint Expert
Permanent | Full time & Part time opportunities. Location: Livingston or Dunfermline (Hybrid working)
This role requires flexibility in working patterns, including coverage across the week (including weekends) with varying shift times throughout the day.
What You’ll Do
* Take ownership of complex and escalated customer complaints, including Executive and senior level escalations.
* Manage cases end to end, ensuring clear investigation, decision making and resolution.
* Handle inbound calls, live chats and email from customers with complaints or concerns, ensuring every interaction is handled with empathy, professionalism and respect.
* Produce clear, high quality written responses, particularly for Executive level correspondence.
* Follow company policies and regulatory guidelines (OFCOM, FCA, CISAS) to ensure fair, consistent and compliant complaint resolutions.
* Identify root causes, trends and repeat issues to help prevent future customer detriment.
* Rebuild customer trust through fair, empathetic and well-reasoned complaint handling.
* Consistently meet quality, complaint handling and performance standards.
Essential Criteria
What you’ll bring
* Proven experience in a customer service or call centre environment.
* Demonstrated experience handling customer complaints and escalations, including Executive level complaints.
* Ability to manage complex, high risk or emotionally charged cases in a calm and professional manner.
* Strong written communication skills, including drafting formal complaint responses and Executive correspondence.
* Strong verbal communication and de‑escalation skills.
* Experience working across multiple communication channels (telephone, live chat and email).
* Customer‑focused approach with a commitment to delivering fair, appropriate and consistent outcomes.
* Resilient and adaptable, able to respond effectively to changing priorities and last‑minute developments.
* Strong problem‑solving skills, with the ability to investigate issues and identify root causes.
* Collaborative working style, engaging effectively with colleagues and stakeholders to resolve complex complaints.
* High attention to detail, ensuring accuracy, consistency and quality in all work.
* Clear sense of ownership and accountability for customer outcomes.
Benefits And Perks
* Free Sky TV, including Sky Sports and Sky Cinema.
* Pension package with up to 9% employer contribution.
* Private healthcare with mental health support.
* Aviva Digital GP and dental insurance.
* Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect.
* Sharesave and Tech schemes.
* A range of Sky VIP rewards and experiences.
How You’ll Work
We’ve adopted a hybrid working approach. The hybrid working expectations for this role are 2 days in the office per week.
Office Base
Livingston: Our Livingston office at Kirkton Campus is home to our first and biggest Contact Centre, the Sky Up Academy and on‑site amenities such as a restaurant, gym and beauty salon. The nearest train station is Livingston North. A Sky shuttle bus runs between the station and campus every 20 minutes throughout the day.
Dunfermline: Our Sky Dunfermline contact centre is 5‑10 minutes walk from Rosyth station. If driving, we’re located just off the M90, with free on‑site parking, bike racks, shower facilities, a subsidised canteen and on‑site gym.
Who We Are
We’re Sky, a leading media and entertainment company that connects millions with entertainment, sports, news and arts through innovative products and services. Working with us means you’ll bring the joy of a better experience to more people, every day, helping us deliver better for our customers, colleagues and society.
Equal Opportunity
We’re an equal opportunity employer and value diversity at our company. We’re a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can.
Eligibility and Right to Work
To be eligible for this role you are required to have the appropriate right to work in the UK. Sky does not offer sponsorship for this position.
Important Notes
We reserve the right to close this advertisement at any time once we have received a sufficient number of applications. If your application is successful, we’ll ask you to complete a criminal record check. Depending on the role you have applied for and the nature of any convictions, we may have to withdraw the offer.
To find out more about working with us, search on social media.
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