Rate of pay: £14.23 - £15.04 per hour, with an additional bonus scheme. 

Shift: Tuesday-Thursday 09:00-17:00, Friday 09:00-16:45, Saturday 09:00-17:00 (36 hours per week)

*Flexibility to the shift can be considered, but must include a Saturday

Location: Desford Road, Leicester LE19 4AT.

Contract: 9-month, fixed-term contract.

Training: 4 weeks of in-house training

 

Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Regulated Customer Escalations Team, you’ll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.

 

In this role, you’ll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. You’ll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance and support. This is more than just a job. It's an opportunity to advance your career in a dynamic department and make a lasting impact.

 

A day in the life:

 

As a Complaint Handler, you will be responsible for investigating customer complaints, liaising with various areas within the business as required to achieve a resolution within the agreed-upon timescales.  You will manage your cases using a diary system, enabling you to prioritise your workload efficiently. You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer. Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes while using a mix of professional and conversational language. It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers.

 

What type of complaints will I handle as part of the Regulated Complaints Team?

 

As a regulated complaint handler, the complaints you will handle will be varied, but to name a few:

 

Returns not credited.  Balance disputes, where a customer's account balance is believed to be incorrect. Credit file decrease, hold or increase complaints. Irresponsible lending Items not received, failed collections

 

What’s in it for me? 

 

Clear salary expectations No productivity targets. You’ll handle each case individually, focusing on resolving queries in the most effective and customer-focused way. Develop and refine your communication, problem-solving, and conflict resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for advanced or leadership roles.  Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge.

 

What we’re looking for:

 

With previous experience in customer service and complaint handling, you will possess excellent communication skills and attention to detail, enabling you to put yourself in the customer's shoes and do all you can to achieve this. You’ll be highly self-motivated, with excellent attention to detail and a high level of enthusiasm. You'll thrive in a fast-paced environment, taking responsibility while showing a can-do attitude to ensure all complaints are resolved within agreed-upon timescales.

 

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. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.  

The recruitment process will include a Letter Writing Assessment (45 minutes), where you'll be asked to respond to a written customer complaint. We’ll be evaluating how effectively and appropriately you address the customer’s concerns.

You will also complete a Competency-Based Interview (30–45 minutes), where we’ll explore your relevant skills, experiences, and suitability for the role.

Next is proud to be a Disability Confident Employer (Level 2). 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. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on Nextonline_careers@next.co.uk