Customer Relations & Escalations Specialist

Asda; Leeds; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discretionary company bonus

Company pension up to 7% matched

15% colleague discount

Wellbeing services access

Asda Allies Inclusion Networks

Parental leave policies

Job summary

Asda is seeking a Customer Service Executive Relations Advisor to handle escalated and emotive customer contacts across the business and its partners. The role focuses on clear investigation, timely resolutions, and adherence to brand communication standards.

Offering hybrid working with 3 days in Home Offices, the position includes a discretionary bonus, pension contributions, staff discounts, and wellbeing support as part of a comprehensive benefits package.

Qualifications

• Extensive experience in customer service and contact centre operations.
• Ability to make sound decisions autonomously while serving the customer with a win/win attitude.
• Strong communication skills to interact across internal teams and external partners.

Responsibilities

• Investigate customer contacts diligently to deliver excellent service and retain customers.
• Manage own workload and provide timely updates to internal and external customers.
• Escalate emotive issues to stakeholders and provide detailed updates to the business.
• Maintain high standards of Omnichannel communication in line with ASDA guidelines (verbal and written).
• Navigate multiple systems to support issue resolution and improvements.

Skills

Customer service

Contact centre

Decision making

Communication

CRM systems

Tools

CRM systems

Job description

Asda is seeking a Customer Service Executive Relations Advisor to handle escalated and emotive customer contacts across the business and its partners. The role focuses on clear investigation, timely resolutions, and adherence to brand communication standards.

Offering hybrid working with 3 days in Home Offices, the position includes a discretionary bonus, pension contributions, staff discounts, and wellbeing support as part of a comprehensive benefits package.