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 will manage complex, high‑impact customer complaints from end to end, including cases escalated to Executive level. These cases often involve heightened risk, customer vulnerability or reputational impact, requiring strong judgement, ownership and empathy.

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.

What You’ll Bring

• Proven experience in a customer service or call centre environment.
• 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.
• Flexibility to cover across the week, including weekends, with varying shift times throughout the day.

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.

Working Hours & Hybrid Work

This role requires flexibility in working patterns, including coverage across the week (including weekends) with varying shift times throughout the day. The hybrid working expectations are 2 days in the office per week.

Employment Information

We reserve the right to close this advertisement at any time once we have received a sufficient number of applications.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We are 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.

Signature Legal

To be eligible for this role you must have the appropriate right to work in the UK. Sky does not offer sponsorship for this position.

Any application success will require a criminal record check, and depending on the role and the nature of any convictions, the offer may be withdrawn.