At a Glance
- Tasks: Handle customer escalations and complaints with empathy and professionalism.
- Company: Join ASOS, a leading online fashion retailer that values creativity and inclusivity.
- Benefits: Enjoy employee discounts, 25 days leave, private medical care, and performance bonuses.
- Other info: Dynamic work environment with opportunities for personal growth and development.
- Why this job: Make a real impact by improving customer experiences and shaping service standards.
- Qualifications: Experience in customer care and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
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 identify 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.
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, judgement, and customer-first behaviours.
Additional Information
- 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.
Customer Escalations Specialist - Customer Care in Watford employer: ASOS
At ASOS, we pride ourselves on fostering a vibrant and inclusive work culture where creativity thrives and every employee is empowered to be their authentic self. As a Customer Escalations Specialist, you will benefit from a supportive environment that prioritises professional growth, offers generous annual leave, and provides unique perks like employee discounts and private medical care. Join us in our London office, where your contributions will directly impact customer experiences and drive meaningful improvements across the business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Escalations Specialist - Customer Care in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ASOS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ASOS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Escalations Specialist - Customer Care in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ASOS:Your cover letter is your chance to shine! Tell us why you want to work at ASOS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ASOS!
How to prepare for a job interview at ASOS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
