Home Customer Service Advisor

Pay: Starting at £13.29 per hour, with the potential to rise to £14.66 per hour once fully competent. You'll also earn an extra £1 per hour for weekend shifts! Plus, you could earn up to 20% more with a quarterly performance bonus if you’re a star player.

Shifts: (36 Hours per week)

• Shift 1: Wednesday to Saturday 8am-5:30pm
• Shift 2: Sunday to Wednesday 8am-5:30pm

PLEASE NOTE: Shifts are limited and offered on a first come first served basis and cannot be guaranteed.

Location: Onsite, based at our contact centre - Radar Road, Leicester LE3 with the opportunity to apply to work from home, in line with our policy after a minimum of 6-9 months service (eligibility criteria applies).

Training: Monday - Friday 9am-5pm, 22nd June 2026 to 1st July 2026, then coaching for 3 weeks Monday - Friday 9-5pm. You must be able to commit to the full training period to be considered for the role.

During our peak trading periods (up to 20 weeks throughout the year), you’ll also be required to work one additional 4 hour shift, per week in order to better service our customers' needs. This is paid additionally and is booked in advance to maintain a smooth and organised schedule for our employees.

The role:

NEXT is dynamic and constantly evolving, reaching a global community of over 8 million customers. As our Home department continues to grow, we are looking for Customer Service Advisors to join the team at our Leicester contact centre. In this role, you will take ownership of furniture calls and complaints, providing the support our customers rely on and solutions that ensure our customers always come first.

It is a fast-paced environment where we use our ‘Let’s take it on’ mindset to support millions of people worldwide. You’ll be part of a knowledgeable team dedicated to ensuring every customer feels heard and valued.

What you’ll take on:

In this role, you will focus on delivering helpful, high-quality service without the pressure of sales targets. You will have the autonomy to make decisions and provide solutions across calls, emails, web chats & WhatsApps. You will manage a variety of queries, from pre-purchase questions to after‑sales care. If something hasn’t gone to plan, you’ll take ownership to fix it as quickly and efficiently as possible. Whether you are answering a question about a faulty sofa or an issue with a delivery, your mission is to ensure every query is resolved while delivering an incredible customer experience.

You will focus on delivering exceptional customer service and receiving great customer feedback.

Fast‑paced: Love a dynamic environment? You’ll thrive here! We value friendly, helpful service and need problem solvers who can think on their feet. If a customer’s furniture arrives with a setback, you will be the person who puts a smile back on their face.

We believe in building on success and learning to evolve. You don’t need to be an expert from day one; we provide the tools to help you succeed:

• Comprehensive training: You will begin with three weeks of full‑time onsite training focused on our retail customers, followed by one‑on‑one coaching.
• Continued support: Once you have mastered the basics, you will move on to supporting our online customers with guidance from an experienced team manager.

What you’ll bring:

We are looking for colleagues who are real, honest, and ready to take responsibility. Your mission is to be the friendly voice our customers rely on, truly listening to their needs to find the right solutions.

To thrive in our team, you should have:

• A customer‑first mindset: You will always keep the customer in mind and use your empathy to achieve the best resolutions.
• Clear communication: You have the ability to communicate with transparency, warmth, and a genuine passion for our products.
• Resilience and initiative: You take a proactive approach to problem‑solving and stay calm under pressure. You take full ownership of the customer journey from start to finish.
• Collaborative spirit: You are ready to work together, sharing your expertise to help the team succeed.
• Technical proficiency: You have a good level of computer skills and experience using digital tools.

If you are a confident decision‑maker who is ready to push the boundaries of your career, we would love to hear from you!

Please note that we are aware of fraudulent recruitment adverts on some third party sites. NEXT does not request or require any payment at any stage of the recruitment process.