Job Specifications
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.
But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.
Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.
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: Abil
About the Company
We exist to give people 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 judgment, and channel your creativity into a platform used by millions.
Whatever your role, ASOS will encourage you to be you, fulfilling your creative potential with our global reach. Push boundaries, and challenge expectations. We're determined to succeed, so we'll trust you to deliver. Help drive our journey to becoming the global fashion destination for 20-somethings...
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