Description Rate of pay: £14.23−£15.04 per hour (Annual Est. £26,800 - £27,900) Annual Salary Estimate: £26,800 - £27,900 per year Shift 1: Tuesday-Wednesday 09:00-17:00, Thursday 09:00-16:45, Friday-Saturday 09:00-17:00 0 (36 hours per week) Permanent role Shift 2: Monday-Tuesday 10:00-17:00, Friday 10:00-14:00, Saturday 10:00-17:00 (25 hours per week) 6-Month Fixed Term Contract Location: Desford Road, 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. Start Date : Monday, 17th November. Are you someone who thrives on helping people and making a real difference? As a 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: As a Complaint Handler, you will be responsible for investigating customer complaints, liaising with various areas within the business as required to achieve a resolution within the agreed-upon timescales. You will manage your cases using a diary system, enabling you to prioritise your workload efficiently. 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 while using a mix of professional and conversational language. It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers. What type of complaints will I handle as part of the Complaints Team? You will deal with a variety of complaints, to name a few: Online Customer Complaints Faulty products: Dealing with customers who have received broken, damaged, or non-working items. Item not received: Handling cases where an order has not arrived or within the expected delivery timeframe. Wrong goods sent: Addressing situations where a customer has been sent an item different from what they ordered (e.g., wrong size, color, or product). Late return: Managing returns sent back outside the specified return window. Failed collections: Resolving issues where a courier has failed to collect a return or parcel on the scheduled date. Carrier complaints (e.g., Evri): Investigating and resolving service-related issues with third-party carriers, such as lost parcels, poor communication, or packages being left in an unsafe location. Home/In-Store Customer Complaints Property Damage: Handling claims for damage caused to a customer's property during delivery. Infestations: Addressing complaints about insects or other pests found in or on a delivered product. Safety Incidents: Investigating and responding to claims of injury or harm caused by one of our products. Driver Incidents: Resolving issues related to driver conduct, such as speeding, verbal abuse, or damage caused by the delivery vehicle. Service Complaints: Managing customer feedback on a wide range of issues, from delivery experience to interactions with customer service advisors. Escalated Failed Deliveries: Taking over cases where an order has failed to be delivered three or more times and requires special attention. Escalated 'Interest Free Credit' Complaints: Handling complex or serious complaints related to our in-store interest-free credit options. What’s in it for me? Clear salary expectations, with the potential to earn £16.49 per hour. No productivity targets. You’ll handle each case individually, focusing on resolving queries in the most effective and customer-focused way. Develop and refine your communication, problem-solving, and conflict resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for advanced or leadership roles. Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge. What we’re looking for: With previous experience in customer service and complaint handling, you will possess excellent communication skills and attention to detail, enabling you to put yourself in the customer's shoes and do all you can to achieve this. You’ll be highly self-motivated, with excellent attention to detail and a high level of enthusiasm. You'll thrive in a fast-paced environment, taking responsibility while showing a can-do attitude to ensure all complaints are resolved within agreed-upon 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. Our recruitment process begins with a telephone interview to assess your initial suitability and learn more about you. If you are successful at this stage, you will then be invited to an Assessment Centre, where you will complete various tasks. More information on the Assessment Centre format will be provided to shortlisted candidates. 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. * Please note spaces are limited for each shift and are on a first come first serve basis and cannot be guaranteed.