Customer Service Executive Relations Advisor

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

Job Title

Customer Service Executive Relations Advisor

Location

Asda House

Employment Type

Full time

Contract Type

Fixed Term

Hours Per Week

37.5

Salary

Competitive salary plus benefits.

Category

Inbound and Outbound

Closing Date

15 November 2026

This position is responsible for escalated and emotive customer contact and issue resolution for all lines of the business including our white label partners, ensuring clear investigation is undertaken to drive positive business change and retain the customer.

Key Accountabilities -

• Investigate competently, diligently, and impartially customer contacts ensuring excellent service is
• delivered to retain the customer.
• Promote and maintain high standards of communication in line with Omnichannel Customer Support
• and Asda brand guidelines for both verbal and written communication with a proven track record in this
• area.
• Manage own workload, regularly updating internal and external customers ensuring a timely resolution.
• Communicate effectively both internally and externally, using appropriate methods of communication.
• Engaging with key stakeholders to address and highlight any emotive and topical issues.
• Take on high priority escalations from Legal, Claims, Privacy and PR, providing detailed updates to the
• business.
• Assisting with professional complaints for our Optical / Pharmacy teams following strict governance.
• Proactively highlight to your line manager areas where processes, and ways of working can be improved
• to enhance the overall customer experience and drive positive business change.
• Ability to navigate several systems to support in the resolution.
• Accountable for own metrics including First Contact resolution and Customer Satisfaction, driving more promoters.

Knowledge: The role requires a customer focused mentality with extensive experience of working in Customer Service, Contact Centre. You will use your autonomy to make sound decisions, effectively serving the customer through a positive outlook and 'win/win' attitude. A sound knowledge of all areas of the business is essential.

Communicating and influencing: This is a role requiring you to build a rapport with key business areas, challenge and solve difficult situations to ensure the right outcome for the customer. You will achieve results through forward-thinking and sharing information back to the business.

Freedom to Think and Act: This role requires autonomous thinking as you help to support the customer using your experience and guided by broader principles and guidance from the leadership team.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus
• Company pension up to 7% matched
• 15% colleague discount in store and online
• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves