Customer Priority Specialist (Complaint Expert)

About the role

Sky is recruiting Customer Priority Specialists (Complaint Experts) for its contact centres in Livingston or Dunfermline, with hybrid working at two days in the office per week. You will manage complex, high-impact customer complaints from end to end, including escalations to Executive level, which often involve heightened risk, customer vulnerability or reputational impact. The role suits experienced complaint specialists and requires flexibility, including weekend coverage and varying shift times.

Key responsibilities

• 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 emails from customers with complaints or concerns, with empathy and professionalism
• Produce clear, high-quality written responses, especially for Executive level correspondence
• Follow company policies and regulatory guidelines (OFCOM, FCA, CISAS) to ensure fair, consistent and compliant resolutions
• Identify root causes, trends and repeat issues to prevent future customer detriment
• Rebuild customer trust through fair, empathetic and well-reasoned handling, and meet quality and performance standards

Required profile

• 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 calmly and professionally
• Customer-focused approach, resilient and adaptable, with strong problem-solving and collaboration skills
• Appropriate right to work in the UK; no sponsorship offered

Required skills

• Strong written communication, including formal complaint responses and Executive correspondence
• Strong verbal communication and de-escalation skills
• Experience across telephone, live chat and email
• Attention to detail and accuracy

What we offer

• 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, sharesave and tech schemes, and VIP rewards
• Onsite amenities at Livingston (restaurant, gym, beauty salon, shuttle bus) and Dunfermline (canteen, bike racks, shower facilities)