Senior Customer Escalations Specialist

As a Senior Customer Escalations Specialist you will play a critical role in protecting and enhancing the customer experience by expertly managing complex and high-risk complaints while supporting and coaching the wider escalations team.

You will act as a senior escalation point demonstrating sound judgement emotional intelligence and integrity when resolving sensitive cases ranging from carrier issues to high-impact complaints. Alongside delivering exceptional customer outcomes you will inspire and guide advisors champion service excellence and provide actionable insights that drive meaningful business improvement.

This is a highly visible role requiring strong stakeholder collaboration data-driven thinking and the ability to influence change across the organisation.

The Details

Customer Escalation Excellence

• Own and resolve complex and high-risk escalations across live chat and written channels and external platforms.
• De-escalate sensitive situations with confidence empathy and professionalism.
• Make balanced commercially sound decisions that are right for both the customer and the business.
• Deliver clear personalised communication aligned to brand tone of voice.
• Provide creative customer-first solutions that protect loyalty and trust.

Team Coaching & Escalation Support

• Act as a senior escalation point in the absence of the Team Leader.
• Provide real-time guidance and informal coaching to advisors handling escalated cases and public escalations.
• Use coaching techniques to improve complaint handling quality and overall customer experience.
• Support onboarding buddying and knowledge sharing within the team.
• Lead by example in professionalism resilience and customer excellence mindset.

Voice of the Customer & Root Cause Insight

• Identify recurring complaint drivers emerging risks process product & people issues.
• Provide structured root cause analysis and trend reporting to stakeholders.
• Contribute to Voice of the Customer (VoC) initiatives and continuous improvement programs.
• Surface actionable insights that reduce repeat complaints and improve processes.

Stakeholder Collaboration & Business Influence

• Engage regularly with cross-functional stakeholders to investigate and resolve complaint drivers.
• Represent the escalation team in meetings when required.
• Contribute to cross-functional initiatives aimed at preventing future complaints.
• Support development of playbooks policies sops and process improvements.

Operational & Continuous Improvement Leadership

• Use performance data and dashboards to drive team consistency and improvement.
• Participate in workshops and testing of new tools and workflows.
• Champion a continuous improvement and test-and-learn mindset.
• Share best practices across the outsourced estate to elevate service standards.
• Proactively identify opportunities to reduce escalations and improve first-contact resolution.

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

• Proven experience in escalations complaints handling or complex customer operations roles.
• Strong de-escalation and conflict resolution skills.
• High emotional intelligence and sound decision-making ability.
• Confidence acting as an escalation point and supporting leadership when required.
• Coaching or mentoring experience within a customer service environment.
• Strong written communication skills with excellent tone adaptation.
• Ability to analyse complaint trends and provide clear actionable insights.
• Experience collaborating with cross-functional stakeholders.
• A proactive resilient and improvement-driven mindset.
• Passion for delivering exceptional customer experiences while protecting the business.

Additional Information :

BeneFITS

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

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