Customer Service Executive Relations Advisor

Asda Stores Ltd; United Kingdom; Hybrid; GBP 20,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus

Company pension

Colleague discount

Wellbeing services

Virtual GP

Counselling

Health plan

Dental plan

Employee helpline

Discounts

Job summary

Asda House is seeking a Customer Service Executive Relations Advisor to join its customer care team. The role focuses on investigating customer contacts, maintaining brand-aligned communication, and delivering timely resolutions across channels.

You will manage your workload, communicate with stakeholders, and handle escalations from Legal, Claims, Privacy and PR while driving improvements to the customer experience. A hybrid working pattern is offered.

Qualifications

• Extensive experience in Customer Service/Contact Centre.
• Ability to make sound decisions autonomously.
• Strong communication skills across channels.

Responsibilities

• Investigate customer contacts ensuring excellent service is delivered.
• Promote and maintain high standards of communication in line with brand guidelines.
• Manage workload and provide timely updates to customers.
• Communicate effectively with internal and external stakeholders.
• Engage with key stakeholders on emotive issues.
• Take on high priority escalations from Legal, Claims, Privacy and PR.
• Assist with professional complaints for Optical / Pharmacy teams.
• Highlight process improvements to enhance customer experience.
• Navigate multiple systems to support issue resolution.
• Be accountable for First Contact Resolution and Customer Satisfaction.

Skills

Customer service experience

Autonomy

Decision making

Communication skills

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

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.

Benefits

• 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.

Company Culture

Asda Allies Inclusion Networks helping colleagues to make sure everybody is included and that our differences are recognised and celebrated.

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.

There's a lot more to Asda than meets the aisle. We are a big player in our world with a mission to be the UK’s best fresh food and clothing superstore. How? By giving ordinary working people and their families what they need for their shopping - real value. That means you get to make a difference in our customers’ lives. From the tills, the office, or on the road, the scale of everything we deliver is huge. And that means the scale of opportunities for your career is just as big. Whether you're in store, on the road or behind the scenes, you'll find opportunities to learn, grow and make a real impact. Find your everything at Asda.