Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage complex customer complaints and coach the escalations team to deliver exceptional service.
- Company: Join ASOS, a leading online fashion retailer that values creativity and individuality.
- Benefits: Enjoy employee discounts, 25 days leave, private medical care, and personalised learning opportunities.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in escalations, strong communication skills, and a passion for customer service.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
We are 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 are free to be your true self without judgement, and channel your creativity into a platform used by millions. We are 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, SOPs 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 is why our approach to working together includes spending at least 3 days a week in the office. It is 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 is 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.
Senior Customer Escalations Specialist in Watford employer: ASOS
Contact Detail:
ASOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Escalations Specialist in Watford
✨Tip Number 1
Get to know ASOS and its culture! Before your interview, dive into their social media and website. Understanding their vibe will help you connect better during the chat.
✨Tip Number 2
Practice your de-escalation skills! Think of scenarios where you might need to handle a tricky customer situation. Role-playing with a friend can help you feel more confident when discussing your experience.
✨Tip Number 3
Show off your coaching chops! Be ready to share examples of how you've helped others improve in their roles. This is key for the Senior Customer Escalations Specialist position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the ASOS team!
We think you need these skills to ace Senior Customer Escalations Specialist in Watford
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your true self shine through! We want to see your unique voice and how you connect with our brand. Don't be afraid to show a bit of creativity while keeping it professional.
Tailor Your Experience: Make sure to highlight your relevant experience in escalations and customer service. We love seeing how your past roles have prepared you for this position, so be specific about your achievements and skills that align with the job description.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate well-structured applications that are easy to read and understand, so make every word count!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at ASOS
✨Know Your Customer Escalation Strategies
Before the interview, brush up on your knowledge of effective escalation strategies. Be ready to discuss specific examples where you've successfully de-escalated a situation or resolved a complex complaint. This shows you understand the role and can handle high-pressure scenarios.
✨Showcase Your Emotional Intelligence
During the interview, demonstrate your emotional intelligence by sharing experiences where you've empathised with customers. Highlight how you used this skill to resolve conflicts or improve customer satisfaction. ASOS values a customer-first approach, so make sure to convey your ability to connect with people.
✨Prepare for Stakeholder Collaboration Questions
Expect questions about how you've worked with cross-functional teams in the past. Prepare examples that illustrate your ability to collaborate effectively and influence change. This will show that you're not just a problem-solver but also a team player who can drive improvements across the organisation.
✨Bring Data-Driven Insights
Be ready to discuss how you've used data to identify trends and improve processes in previous roles. Prepare to share specific metrics or outcomes that resulted from your insights. This aligns perfectly with the role's focus on using performance data to enhance customer experience and operational efficiency.