Executive Complaints Specialist – Hybrid (Customer Priority)

Sky; Livingston; Hybrid; GBP 27,000 - 37,000; Full time

Benefits offered by this job

Free Sky TV including Sky Sports and/​

Pension up to 9% employer contribution

Private healthcare with mental health

Aviva Digital GP and dental insurance

Discounts on Sky products and services

Sharesave and Tech schemes

Sky VIP rewards and experiences

Job summary

Sky UK Limited in Livingston and Dunfermline offers a permanent, hybrid role as a Customer Priority Specialist (Complaint Expert). You will manage complex customer complaints end-to-end, including Executive level escalations, across calls, live chat, and email, delivering fair, empathetic, and well-reasoned outcomes.

The role requires flexibility across weekends and varying shift times. You will work with autonomy to investigate issues, identify root causes, and produce high-quality executive

Qualifications

• 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

Responsibilities

• 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

Job description

Sky UK Limited in Livingston and Dunfermline offers a permanent, hybrid role as a Customer Priority Specialist (Complaint Expert). You will manage complex customer complaints end-to-end, including Executive level escalations, across calls, live chat, and email, delivering fair, empathetic, and well-reasoned outcomes.

The role requires flexibility across weekends and varying shift times. You will work with autonomy to investigate issues, identify root causes, and produce high-quality executive