Customer Priority Specialist

Customer Priority Specialist – Complaint Expert

Permanent | Full time & Part time opportunities

Location:

Livingston or Dunfermline (Hybrid working)

As a Customer Priority Specialist (Complaint Expert), you’ll manage complex, high impact customer complaints from end to end including complaints escalated to Executive level. These cases often involve heightened risk, customer vulnerability or reputational impact, requiring strong judgement, ownership, and empathy.

You’ll work with a high level of autonomy, investigating issues thoroughly and delivering balanced, well-reasoned outcomes that are right for both the customer and Sky.

We’re looking for experienced complaint specialists, including those confident managing Executive level complaints, to join our Customer Priority Team.

Please note that this role requires flexibility in working patterns, including coverage across the week (including weekends), with varying shift times throughout the day.

• Taking ownership of complex and escalated customer complaints, including Executive and senior level escalations,
• Managing cases end to end, ensuring clear investigation, decision making and resolution,
• Handling inbound calls, live chats, and email from customers with complaints or concerns, ensuring every interaction is handled with empathy, professionalism, and respect,
• Producing clear, high quality written responses, particularly for Executive level correspondence,
• Following company policies and regulatory guidelines (OFCOM, FCA, CISAS) to ensure fair, consistent, and compliant complaint resolutions,
• Identifying root causes, trends and repeat issues to help prevent future customer detriment,
• Rebuilding customer trust through fair, empathetic and well-reasoned complaint handling,
• Consistently meeting quality, complaint handling, and performance standards.

Essential criteria:

• 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

• 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

We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week.

Our Livingston office at Kirkton Campus is home to our first and biggest Contact Centre. It’s also home to our Sky Up Academy, placing young people at centre stage as media creators. With an on-site restaurant, gym and beauty salon, you can make your routine work for you.

The nearest train station is Livingston North. A Sky shuttle bus runs between the station and campus every 20 minutes throughout the day. Sky Watermark, our central site for Livingston, is also just a short shuttle bus away.

Our Sky Dunfermline contact centre is a 5-10 minute walk from Rosyth station with trains running from Edinburgh Waverley to Glenrothes. There are…