Job Description

Rate of pay: £14.66−£15.50 per hour (Annual Est. £27,400)

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

Peak periods: During our peak trading periods, you’ll also be required to work an additional 4 hours per week, for up to 20 weeks of the year.

Location: Desford Road, Enderby, Leicester, LE19 4AT

Contract: 12-Month Fixed Term Contract

Training: X4 weeks of in-house training, Monday-Friday 9-5.

Are you someone who thrives on helping people and making a real difference? As a Regulated Complaint Handler in our 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

• Investigate & Resolve: Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
• Build Relationships: Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
• Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
• Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads, ensuring deadlines are met.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.

What You’ll Take on

You will deal with a variety of complaints, to name a few:

• 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 me?

• Competitive Pay: Earn up to £16.99 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 financial 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.

What we’re looking for:

You are a self-motivated professional with a "can-do" attitude and a passion for customer satisfaction. You’ll need:

• Experience: Previous experience in a regulated customer service/ complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
• 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 tight deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

What's Next?

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.

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.

We are committed to creating an inclusive and supportive recruitment experience. Please let us know if there’s anything you need to help you feel prepared and confident for your interview by getting in touch with us by email nextonline_careers@next.co.uk (please include "Workplace Adjustments" in the subject line), or call us on 0333 777 8166 and leave a message. (line opening times are Monday to Thursday 9am to 5pm;Friday 9am -4.45pm. Excludes bank holidays).

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!