Senior Escalations Specialist, Customer Care Excellence

ASOS; Watford; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading fashion retailer in Watford is seeking a Customer Escalations Specialist to manage complex customer complaints and escalations effectively. You will need strong communication skills and the ability to maintain professionalism in challenging situations, while also analyzing customer pain points to drive improvements. The role involves collaboration with internal stakeholders and external partners to ensure high-quality customer experiences and adherence to service standards.

Benefits

Employee discount

Employee sample sales

25 days paid annual leave

Performance related bonus

Private medical care

Fixed Annual Payment

Qualifications

• 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.

Responsibilities

• Handle complex and sensitive customer escalations across written channels and voice.
• Use calm, empathetic communication to de-escalate challenging situations.
• Manage high-visibility, senior-level escalations with professionalism and urgency.

Skills

Customer care experience

Complaint handling

Senior escalations management

Communication skills

Attention to detail

Job description

A leading fashion retailer in Watford is seeking a Customer Escalations Specialist to manage complex customer complaints and escalations effectively. You will need strong communication skills and the ability to maintain professionalism in challenging situations, while also analyzing customer pain points to drive improvements. The role involves collaboration with internal stakeholders and external partners to ensure high-quality customer experiences and adherence to service standards.