Job Description
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. You’ll handle senior escalations, internal and external complaints, Trustpilot reviews, and high-profile cases with empathy, sound judgment, and operational excellence.
You’ll act as a key voice of the customer—assist 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 partners—balancing 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. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s 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, it's 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.