Customer Priority Specialist (Customer Support)

TL;DR

Customer Priority Specialist (Customer Support): Managing complex, high-impact customer complaints and executive-level escalations with an accent on thorough investigation and balanced outcome delivery. Focus on rebuilding customer trust through empathy, professional correspondence, and root-cause analysis.

Location: Hybrid (2 days in office). Must be based in the UK (Livingston or Dunfermline). Appropriate right to work in the UK is required; sponsorship is not provided.

Company

hirify.global is a leading media and entertainment company that connects millions of people through innovative products and services.

What you will do

• Take ownership of complex, high-risk, and Executive-level customer complaints from end to end.
• Manage investigations and decision-making to deliver fair and well-reasoned resolutions.
• Handle inbound calls, live chats, and emails with high levels of empathy and professionalism.
• Draft high-quality formal written responses for Executive-level correspondence.
• Ensure all resolutions follow regulatory guidelines including OFCOM, FCA, and CISAS.
• Identify root causes and trends to help prevent future customer detriment.

Requirements

• Proven experience in customer service or call center environments.
• Demonstrated experience handling complex complaints and Executive-level escalations.
• Strong written communication skills for drafting formal correspondence.
• Strong verbal communication and de-escalation skills.
• Flexibility in working patterns, including coverage across the week and weekends.
• Appropriate right to work in the UK.

Culture & Benefits

• Free hirify.global TV, including hirify.global Sports and hirify.global Cinema.
• Pension package with up to 9% employer contribution.
• Private healthcare with mental health support, digital GP, and dental insurance.
• Discounts on hirify.global products including Mobile, Broadband, Glass, and Protect.
• Sharesave and Tech schemes, along with hirify.global VIP rewards and experiences.