Years of experience: 9

Call CenterCustomer Service

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Stephen's Career Path
Developing Customer Experience LeaderFeb. 2020 -
Jul. 2022
SkyDeveloping Customer Experience Leader
Stockport, England, United KingdomAs part of an extended 12-month management programme, I stepped into leadership roles within both Customer Experience and Customer Priority functions - areas handling some of the most complex, high-risk issues in the business. I led teams through fast-paced, high-pressure environments, ensuring performance, engagement, and customer outcomes remained strong. I took an active role in supporting...
Complaints SpecialistFeb. 2017 -
Present
SkyComplaints Specialist
Manchester Area, United KingdomI am a senior-level Complaints Specialist with years of experience leading the resolution of complex, high-risk, and sensitive complaints. I take full ownership of each case - from the customer’s initial contact to final resolution - ensuring every investigation is thorough, fair, and grounded in empathy. I am trusted to handle the most challenging and high-profile complaints, including those...
Sales Role ModelFeb. 2016 -
Oct. 2016
SkySales Role Model
Stockport, United KingdomEarly in my Sky career, I was selected to support new starters during the final phase of their induction. Chosen for my performance and professionalism, I helped guide and develop teams as they transitioned into live customer service roles. I coached each advisor to build confidence, meet KPIs, and deliver high-quality service. I ran daily briefings, tracked performance, and worked with senio...

Stephen's Posts

  • How I can help you

    I investigate and resolve complaints with empathy, liaising with stakeholders for effective solutions. With vast experience at Europe's largest telecom provider, I handle sensitive cases for Sky's top executives, ensuring reputational safety.

  • People I am looking for

    Looking to partner with smaller businesses lacking dedicated complaint management. I aim to enhance their service by providing structured complaint resolution strategies and personalised support.

  • Experience & Cases

    Achievements include streamlining complaint processes, leading training sessions, and writing a book on complaints handling. Although roles are customer-facing, I bring expertise in handling diverse and complex issues.

  • How to contact

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