Job Description
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, sop’s 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. 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
* 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, it's 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.