Executive Escalations & Complex Complaints Specialist

Sky Group; Livingston; Ibrido; GBP 28.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Free Sky TV

Pension with up to 9% employer contrib

Private healthcare

Dental insurance

Discounts on Sky products

Sharesave

Sky VIP rewards

Descrizione del lavoro

Sky UK is seeking a Customer Priority Specialist (Complaint Expert) to manage complex, high-impact customer complaints end to end, including executive level escalations. The role is hybrid, with offices in Livingston and Dunfermline, and requires flexibility across the week.

You will investigate issues, deliver balanced outcomes, and communicate clearly with customers, colleagues and executives, upholding regulatory guidelines while preserving trust and reputation.

Competenze

• Experience in a customer service or call centre environment.
• Ability to handle complex, high risk or emotionally charged cases calmly.
• Strong written communication skills for formal executive correspondence.
• Excellent verbal communication and de-escalation abilities.
• Comfort working across multiple channels (phone, live chat, email).
• Customer-focused with a commitment to fair, consistent outcomes.

Mansioni

• Take ownership of complex and escalated customer complaints, including executive level escalations.
• Manage cases end to end with thorough investigation and clear resolution.
• Handle inbound calls, live chat and email with empathy and professionalism.
• Draft high-quality written responses, including executive correspondence.
• Follow OFCOM, FCA, CISAS guidelines to ensure compliant resolutions.
• Identify root causes and trends to prevent recurrence.
• Rebuild customer trust through fair and well-reasoned handling.
• Meet quality and performance standards consistently.

Descrizione del lavoro

Sky UK is seeking a Customer Priority Specialist (Complaint Expert) to manage complex, high-impact customer complaints end to end, including executive level escalations. The role is hybrid, with offices in Livingston and Dunfermline, and requires flexibility across the week.

You will investigate issues, deliver balanced outcomes, and communicate clearly with customers, colleagues and executives, upholding regulatory guidelines while preserving trust and reputation.