Job Description Rate of pay: £14.23 - £15.04 per hour, with an additional bonus scheme. Shift: Tuesday-Thursday 09:00-17:00, Friday 09:00-16:45, Saturday 09:00-17:00 (36 hours per week) *Flexibility to the shift can be considered, but must include a Saturday Location: Desford Road, Leicester LE19 4AT. Contract: 9-month, fixed-term contract. Training: 4 weeksof in-house training Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Regulated 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 Regulated Complaints Team? As a regulated complaint handler, the complaints you will handle will be varied, but to name a few: Returns not credited. Balance disputes, where a customer's account balance is believed to be incorrect. Credit file decrease, hold or increase complaints. Irresponsible lending Items not received, failed collections What's in it for me? Clear salary expectations 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. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship. 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. 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 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 nextonline_careers@next.co.uk (please include 'Workplace Adjustments' in the subject line), or call us on 0333 777 8166 and leave a voicemail.