Rate of pay:
£14.66 £15.50 per hour (Annual Est. £27,400 - £29,000)
Shift:
Monday, Thursday & Friday 08:00-18:00 & Sunday 10:00-17:00
(36 hours per week)
Peak periods:
During our peak trading periods you’ll also be required to work an additional 4 hour shift per week, for up to 20 weeks of the year.
Location:
Desford Road, Enderby, Leicester, LE19 4AT
Training:
Includes 4-6 weeks of paid, full-time, in-house training. Schedule: Monday–Thursday, 9:00 AM – 5:00 PM, Friday 09:00 AM - 16:45 PM.
Start Date:
Monday 10th August
Are you someone who thrives on helping people and making a real difference?
As a Complaint Handler in our Customer Escalations Team, you’ll join a friendly, dedicated group focused on resolving customer issues with genuine care. This isn’t just about closing tickets; it’s about using your initiative to influence how we serve millions of customers and recommending real process improvements.
You will take ownership of customer investigations, collaborating across the business to find fair resolutions within set timescales. Using a diary system to manage your own workload, you will:
- Build Relationships:
Turn a negative experience into a positive one through empathy and clear communication.
-
Problem Solve:
Investigate everything from online delivery hiccups to complex in-store service issues.
-
Influence Change:
Identify why things went wrong and suggest how we can do better next time.
-
Communicate with Style:
Balance a professional and conversational tone, always putting yourself in the customer’s shoes.
Our team handles a diverse range of complaints, ensuring no two days are the same:
- CEO & Executive Escalations:
Act as a brand ambassador by managing and resolving high-level complaints sent directly to our CEO.
-
Online & Delivery:
Resolving issues with faulty goods, missing parcels, or carrier service (e.g., Evri).
-
Home & Safety:
Managing sensitive cases involving property damage, safety incidents, or driver conduct.
-
Specialist Escalations:
Navigating complex "Interest Free Credit" queries or repeat delivery failures that require a "human touch" to fix.
- Competitive Pay:
Earn up to
£16.49 per hour
.
-
Quality over Quantity:
We have
no productivity targets
. We want you to focus on the
right
resolution for the customer, not just the fastest one.
-
Career Growth:
Develop high-level conflict resolution and leadership skills in a supportive environment that prepares you for future advancement.
-
Culture:
Work in a collaborative, fast-paced department where help is always at hand.
You are a self-motivated professional with a "can-do" attitude and a passion for customer advocacy. You’ll need:
- Experience:
Strong background in customer service, with demonstrable experience managing escalated complaints.
-
Communication:
The ability to write and speak with clarity, empathy, and attention to detail, especially when representing our senior leadership.
-
Organisation:
The skill to prioritise a busy workload and meet deadlines.
-
Resilience:
A calm approach to problem-solving in a dynamic environment.
What's Next?
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.
Our recruitment process is a simple three-step journey: first, a telephone interview to learn about your experience and suitability; second, an online letter-writing assessment, where you'll demonstrate your written communication skills through a customer response task if successful; and finally, a face-to-face interview, focused on competency-based questions to discuss your skills and how you handle real-world challenges.
*
Please note:
We review applications on an ongoing basis, and roles may be filled before the closing date. We therefore encourage you to apply as early as possible.
You know Next, but did you know we’re a FTSE-100 retail company employing over 44,000 people across the Next group. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 450 stores, plus the Next Online and it’s now possible to buy on-line from over 80 countries around the world! So we’ve gone global!
