Customer Escalations Specialist Customer Care

As a Customer Escalations Specialist within our Service Excellence Hub you will be on the front line for delivering exceptional end-to-end customer experiences for our customers. Youll handle senior escalations internal and external complaints Trustpilot reviews and high-profile cases with empathy sound judgment and operational excellence.

Youll act as a key voice of the customerassist in capturing insights identifying root causes and collaborating with stakeholders across the business to drive meaningful improvements. Your expertise will help shape how we prevent issues from recurring and improve our processes.

The Details

Complaint & Escalation Management

• Handle complex and sensitive customer escalations across written channels voice internal complaints external complaints and Trustpilot.
• Use calm empathetic communication to de-escalate challenging situations and reach resolutions that balance customer experience with business needs.
• Have a strong sense of judgment and autonomy to resolve issues escalating to senior leaders only when necessary.
• Think creatively to offer fair tailored resolutions that build trust and protect brand reputation.

Senior Stakeholder & High-Level Escalation Management

• Manage high-visibility senior-level escalations with professionalism and urgency.
• Act as a trusted escalation contact to senior leaders providing concise summaries and recommended next steps.
• Communicate complex issues clearly and confidently to senior stakeholders across the business ensuring alignment on actions and expected outcomes.
• Handle escalations raised by executive teams regulatory contacts or external partnersbalancing customer needs commercial impact and brand protection.
• Maintain exceptional documentation and clarity of reasoning to support senior-level decision making and audit readiness.

External Third-Party Complaints & Feedback Loop Management

• Manage complaints received from external third parties (e.g. carriers partners agencies and consumer-advocacy organisations) with professionalism accuracy and clear communication.
• Conduct thorough investigations with relevant stakeholders to understand root causes and ensure fair evidence-based outcomes.
• Provide clear timely updates to external partners ensuring full visibility of actions taken and expected timelines.
• Maintain high-quality written responses that reflect brand standards regulatory expectations and commercial considerations.
• Close the feedback loop by ensuring insights from external complaints are captured shared and actioned by the relevant teams.
• Identify recurring themes from external complaint sources and work collaboratively to prevent future issues.

Insight & Continuous Improvement

• Capture and analyse customer pain points themes and root causes across all escalation types.
• Share insights and identifying opportunities with cross-functional teams to assist with process improvements and reduce repeat contacts.

Innovation & Change

• Contribute to the design testing and rollout of new processes tools and service initiatives within the Service Excellence Hub.
• Provide feedback on the effectiveness of changes and champion continuous improvement.

We believe being together in person helps us move faster connect more deeply and achieve more as a team. Thats why our approach to working together includes spending at least 3 days a week in the office. Its a rhythm that speeds up decision-making helps ASOSers learn from each other more quickly and builds the kind of culture where people can grow create and succeed.

Qualifications :

About you

• Experience in working in customer care complaints handling and senior escalations.
• Exceptional written and verbal communication skills with the ability to handle sensitive situations professionally.
• Empathetic calm under pressure and solutions focused.
• Confident decision-maker able to work independently when needed.
• Comfortable using data insights and feedback to improve performance and influence change.
• Strong attention to detail and able to thrive in a fast-paced evolving environment.
• Passionate about delivering great customer experiences and elevating service standards.

Personal Effectiveness

• Workload Management: Ability to manage caseload while maintaining quality and SLAs.
• Adaptability to Change: Engaging with new tools processes and service initiatives.
• Professional Conduct: Demonstrating empathy judgment and customer-first behaviours.

Additional Information :

BeneFITS

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave an extra celebration day for a special moment
• Performance related bonus
• Private medical care scheme
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
• Fixed Annual Payment in addition to your salary each year its just an extra thank you from us

Why take our word for it Search #InsideASOS on our socials to see what life at ASOS is like.

Remote Work :

No

Employment Type :

Full-time