Job Description
Rate of pay: £ £15.04 per hour, with the potential to earn up to £16.49.
Shift pattern: Tuesday 9am to 5pm, Wednesday 9am to 4.45pm, Thursday to Saturday 9am to 5pm (36 hours per week)
Location: Phase 5, Enderby
Training: 4 weeks of in-house training
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.
Click here to meet Holly, one of our Regulated Complaint Handlers, and learn more about her career journey with Next and the role she plays within the Regulated Complaints Team.
The role:
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 you'll bring:
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?
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your application.
Your Manager will need to complete an Employee Application Review Form before the closing date. Please inform them you are applying in advance.
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.
3 and 4 Star Performers will be given priority when applying for new positions/shifts. All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position, you must not have had an unsuccessful application for a similar role within the last 3 months.
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
About Us
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
About The Team
25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
Quarterly bonuses
Free parking on Next authorised sites
Early VIP access to sale stock
Access to fantastic discounts at our Staff Shops
10% off most partner brands & up to 15% off Branded Beauty
Restaurants with great food at amazing prices
Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform
Access a digital GP and other free health and wellbeing services
Sharesave scheme
Financial Wellbeing - Save, track and enhance your financial wellbeing
Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
Support Networks - Access to Network Groups to empower and celebrate each other
Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more
Conditions apply to all benefits. These benefits are discretionary and subject to change.
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email (please include 'Workplace Adjustments' in the subject line), or call us on and leave a voicemail.