FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex customer complaints and escalations, particularly at the Executive level, while adhering to regulatory guidelines. Exhibits strong written and verbal communication skills, ensuring high-quality responses and effective collaboration with stakeholders.
Highest-signal resume keywords
Customer Complaint ManagementExecutive Level CorrespondenceRegulatory Compliance (OFCOM, FCA, CISAS)Problem Solving SkillsCollaborative Working Style
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint HandlingCase ManagementWritten CommunicationVerbal CommunicationDe-Escalation TechniquesRoot Cause AnalysisAttention to DetailMulti-Channel Communication
Soft Skills
EmpathyResilienceAdaptabilityCustomer FocusOwnership and Accountability
Certifications & Qualifications
Right to Work in the UKCriminal Record Check
Industry Keywords
Customer ServiceCall Centre EnvironmentComplaint ResolutionQuality StandardsPerformance Standards
About the role
Key responsibilities & impact- 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 customer complaints and concerns via telephone, live chat and email
- Produce clear, high quality written responses, particularly for Executive level correspondence
- Follow company policies and regulatory guidelines including OFCOM, FCA and CISAS
- Identify root causes, trends and repeat issues to help prevent future customer detriment
- Rebuild customer trust through fair, empathetic and well-reasoned complaint handling
- Meet quality, complaint handling and performance standards
- Work autonomously while collaborating with colleagues and stakeholders to resolve complex complaints
Requirements
What you’ll need- 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
- Appropriate right to work in the UK
- Must complete a criminal record check if application is successful
- Flexibility to work across the week, including weekends, with varying shift times
Benefits
Comp & 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
- Hybrid working approach
- On-site restaurant, gym and beauty salon at Livingston
- Sky shuttle bus between Livingston North station and campus
- Free onsite parking at Dunfermline
- Bike racks, shower facilities, subsidised canteen and onsite gym at Dunfermline