Job Description

We're looking for a POS Support Analyst to join our POS Control team based from the Next Head Office in Leicestershire!

The Role:

Please note: this role is full time office based

Working Hours:

Monday: 12:00 - 20:00
Tuesday: 12:00 - 20:00
Wednesday: OFF
Thursday: 12:00 - 20:00
Friday: 12:00 - 20:00
Saturday: 12:15 - 20:00
Sunday: OFF

Our POS Control team plays a vital role in improving performance and delivering the best possible technical service to our retail store colleagues. Based full-time at our Enderby Head Office, you will report to the POS Team Leader as part of a supportive team of 18 professionals.

Your mission is to ensure store IT issues are resolved quickly and accurately, keeping operations running seamlessly. Because of the hands-on nature of the systems we protect, this role requires full-time, in-office shifts where every day brings something new.

From day one, NEXT provides the training and operational framework you need to dive into our systems, expand your technical knowledge, and thrive.

What You’ll Take On:

• Act as the first-line voice and technical face of support, answering critical store queries via both phone and self service channels.
• Log all contact types and updates accurately within ServiceNow, maintaining clear records of system incidents.
• Take ownership of user issues, keeping store colleagues regularly updated on the progress and resolution of their technical tickets.
• Collaborate with internal IT groups and third-party vendors to keep the wider department aware of emerging technical trends or disruptions.
• Proactively track and identify common issue trends to help improve overall store system efficiency.
• Escalate complex technical concerns smoothly to our specialised second and third-line support operations.
• Promote the department in a professional manner while keeping up to date with new software and system developments across NEXT stores.
  

What You’ll Bring:

• Solid experience working within a retail environment, giving you an authentic understanding of store operations (previous experience in a NEXT retail store is an advantage).
• Strong professional communication skills with an excellent telephone manner and fluent written and spoken English.
• A collaborative mindset, thriving within large-scale, fast-paced, multi-functional technical environments.
• An enthusiastic, responsible attitude with a genuine desire to tackle operational challenges and learn new skills.
• The independence to work productively on your own initiative while acting as a reliable, active teammate within an 18-person crew.
• Flexibility to adapt to changing shift patterns, business needs, and overtime demands, ideally backed by a full UK driving licence to align with shift timings.
• Experience with call logging software or GSuite platforms is advantageous.
• Prior experience working in a customer service, helpdesk, or call centre setting is preferable.

If you have a strong idea, we go all in. If you are ready to push the boundaries for our customers, our teams, and your own career, we want to hear from you.

Explore the opportunity and apply today.

#LI-NI1

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!