Rate of pay: £14.23 - 15.04 per hour, depending on experience. 

Shift: Sunday 10:00-17:00, Monday-Tuesday 08:00-18:00, Friday 08:00-18:00 (35.5 hours per week)

Location: Desford Road, Leicester LE19 4AT

Training: 4 weeks training

Contract: 6 Month Fixed Term Contract

Working within the Retail Customer Escalations Team, you’ll be working in a small and friendly team where you can make not only a difference to the individual customer's journey but also influence the way we do business with all of our customers by recommending changes to the way we work going forward. 

You’ll have the freedom to help customers and see through to the end for a successful resolution, using your own initiative as well as the support of other colleagues within the team.

This opportunity will give you the chance to build your career further with a truly dynamic and motivated department working with like minded colleagues who are always happy to support and guide you when needed.

What you’ll be doing:

As a Complaint Handler, you will take responsibility for investigating the customer's complaint, liaising with various areas within the business when required to achieve a resolution for the customer in the agreed timescales. 

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 whilst using professional and conversational language.

It will be key to plan, organise and prioritise your own workloads to make sure deadlines are achieved for our customers.

What we’re looking for:

With previous experience in customer service and complaint handling, you will have excellent communication skills and attention to detail, you’ll be able to put yourself into the customers shoes and do all you can to achieve this.

You’ll be extremely self-motivated and have excellent attention to detail with a high level of enthusiasm and thrive on taking responsibility in a fast-paced environment, whilst showing a can-do attitude to ensure all complaints are resolved in the agreed 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.

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.