Senior Customer Escalations Specialist

Job Description

Company Description

We're ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions.

Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process.

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.