Executive Escalations Complaint Specialist (Hybrid)

Sky; Livingston; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Free Sky TV

Pension package

Private healthcare

Digital GP and dental insurance

Discounts on Sky products

Sharesave and Tech schemes

Job summary

Sky is seeking a Customer Priority Specialist to own complex customer complaints end-to-end, including Executive-level escalations. The role emphasizes thorough investigations, balanced outcomes, and maintaining high standards across channels in a hybrid working arrangement.

The position requires strong judgment, resilience, empathic communication, and the ability to work across weekend shifts as part of a flexible pattern.

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.

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.

Skills

Customer service

Executive-level handling

Complaint investigation

Empathy & professionalism

Written communication

De-escalation skills

Multichannel communication

Ownership & accountability

Job description

Sky is seeking a Customer Priority Specialist to own complex customer complaints end-to-end, including Executive-level escalations. The role emphasizes thorough investigations, balanced outcomes, and maintaining high standards across channels in a hybrid working arrangement.

The position requires strong judgment, resilience, empathic communication, and the ability to work across weekend shifts as part of a flexible pattern.