Job Description

Rate of pay: £14.23−£15.04 per hour (Annual Est. £26,800 - £27,900)

Shift: Tuesday 09:00-17:00, Wednesday 09:00-16:45, Thursday-Saturday 9:00-17:00(36 hours per week)

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.

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

In this role, you’ll not only address individual financial complaints but also have the opportunity to influence how we serve our customers by recommending process improvements. You’ll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance. This is more than just a job; it’s an opportunity to advance your career within a dynamic, regulated department where your attention to detail makes a lasting impact on our brand and our customers' journey.

A Day in the Life

You will take ownership of financial investigations, collaborating across the business to achieve resolutions that are fair and compliant. Using a diary system to manage your own workload, you will:

• Build Relationships: Navigate sensitive financial discussions with empathy, turning a complex complaint into a positive experience.
• Investigate & Resolve: Dive deep into account histories to resolve disputes regarding credits, billing, and lending.
• Influence Quality: Identify root causes of complaints and suggest improvements to our business practices.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity in every outcome.

What You’ll Take On

As a Regulated Complaint Handler, you will manage a variety of regulated complaints, including:

• Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
• Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
• Account Credits: Investigating cases where returns haven't been credited or refunds are outstanding.
• Logistics & Service: Resolving issues where failed collections or missing items have impacted a customer's financial account.

What’s in it for You?

• Competitive Pay: Potential to earn up to £16.49 per hour.
• Quality Focused: We have no productivity targets. We want you to focus on the right and most compliant resolution for the customer.
• Career Growth: Refine your conflict resolution and specialist financial skills, putting you in a strong position for future leadership roles.
• Supportive Culture: Work in a collaborative environment where every day presents a new, rewarding challenge.

What We’re Looking For

You are a self-motivated professional with previous experience in customer service and complaint handling within a regulated financial area. You’ll possess excellent attention to detail and communication skills, enabling you to put yourself in the customer's shoes while adhering to business timescales. With a "can-do" attitude and a high level of enthusiasm, you will thrive in a fast-paced environment where taking responsibility for customer outcomes is key.

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.

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.

You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!