Customer Priority Specialist

Customer Priority Specialist – Complaint Expert

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.

What you’ll do

• 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

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

There's one thing people can't stop talking about when it comes to life at Sky: the perks. Here’s a taster:

• 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 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.

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 look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.