Job Title : Home Customer Service Advisor
Pay : Starting at £13.29 per hour. You'll also earn an extra £1 per hour for weekend shifts!
Plus, you could earn up to 20% more with a quarterly performance bonus if you’re a star player.
Shifts : (Average of 33.25 Hours per week) *
Shift 1 : 4 Days on 4 days off - 11 am - 9 pm Weekdays & 9 am -7 pm Weekends
Shift 2 : 4 Days on 4 days off - 10 am - 8 pm Weekdays & 9 am -7 pm Weekends
PLEASE NOTE: Shifts are limited and offered on a first come first served basis and cannot be guaranteed.
Location: Onsite, based at our contact centre - Doncaster, Armthorpe DN3 with the opportunity to apply to work from home, in line with our policy after a minimum of 6-9 months service (eligibility criteria applies).
Training: Monday 3rd August 2026 - Friday 21st August 2026 (Monday - Friday 9 am - 5 pm), then coaching for 3 weeks in shift time till approx. 16th September.
You must be able to commit to the full training period to be considered for the role.
*During our peak trading periods (up to 20 weeks throughout the year), you’ll also be required to work one additional 4 hour shift, per week in order to better service our customers' needs. This is paid additionally and is booked in advance to maintain a smooth and organised schedule for our employees.
The role
NEXT is dynamic and constantly evolving, reaching a global community of over 8 million customers. As our Home department continues to grow, we are looking for Customer Service Advisors to join the team at our Doncaster contact centre.
In this role, you will take ownership of furniture calls and complaints, providing the support our customers rely on and solutions that ensure our customers always come first.
It is a fast-paced environment where we use our ‘Let’s take it on’ mindset to support millions of people worldwide. You’ll be part of a knowledgeable team dedicated to ensuring every customer feels heard and valued.
What you’ll take on
In this role, you will focus on delivering helpful, high-quality service without the pressure of sales targets. You will have the autonomy to make decisions and provide solutions across calls, emails, web chats & WhatsApps. You will manage a variety of queries, from pre-purchase questions to after-sales care. If something hasn’t gone to plan, you’ll take ownership to fix it as quickly and efficiently as possible. Whether you are answering a question about a faulty sofa or an issue with a delivery, your mission is to ensure every query is resolved while delivering an incredible customer experience.
- You will focus on delivering exceptional customer service and receiving great customer feedback.
- Fast-paced: Love a dynamic environment? You’ll thrive here! We value friendly, helpful service and need problem solvers who can think on their feet. If a customer's furniture arrives with a setback, you will be the person who puts a smile back on their face.
We believe in building on success and learning to evolve. You don’t need to be an expert from day one; we provide the tools to help you succeed:
- Comprehensive training: You will begin with three weeks of full-time onsite training focused on our retail customers, followed by one-on-one coaching.
- Continued support: Once you have mastered the basics, you will move on to supporting our online customers with guidance from an experienced team manager.
What you’ll bring
We are looking for colleagues who are real, honest, and ready to take responsibility. Your mission is to be the friendly voice our customers rely on, truly listening to their needs to find the right solutions.
To thrive in our team, you should have:
- A customer-first mindset: You will always keep the customer in mind and use your empathy to achieve the best resolutions.
- Clear communication: You have the ability to communicate with transparency, warmth, and a genuine passion for our products.
- Resilience and initiative: You take a proactive approach to problem-solving and stay calm under pressure. You take full ownership of the customer journey from start to finish
- Collaborative spirit: You are ready to work together, sharing your expertise to help the team succeed.
- Technical proficiency: You have a good level of computer skills and experience using digital tools.
Benefits
- Quarterly bonuses
- Optional overtime
- Staff shops with up to 75% off NEXT and other brands
- Great pension scheme
- 25% off all NEXT merchandise
- Fantastic NEXT sharesave scheme
- Discounts with partner brands and more through Perks at Work
- 24/7 digital GP and wellbeing services
Ready to Join the Adventure?
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship
Our Commitment to Diversity, Equity, and Inclusion
NEXT is a Disability Confident Level 2 employer. We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are.
Please let us know if there’s anything you need to help you feel prepared and confident for your interview by getting in touch with us by email on or call us on 0333 777 8166
Please note that we are aware of fraudulent recruitment adverts on some third party sites. NEXT does not request or require any payment at any stage of the recruitment process
Pay: £13.29 per hour
Expected hours: 33.25 per week
Benefits:
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Doncaster DN3 3FQ: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (required)
Work Location: In person
