At a Glance
- Tasks: Help customers resolve issues and improve their experience with empathy and clear communication.
- Company: Join a friendly team at a leading retail company focused on customer satisfaction.
- Benefits: Earn competitive pay, enjoy no productivity targets, and access career growth opportunities.
- Other info: Dynamic work environment with supportive colleagues and a focus on personal development.
- Why this job: Make a real difference in people's lives while developing valuable conflict resolution skills.
- Qualifications: Strong customer service background and excellent communication skills required.
The predicted salary is between 15.5 - 15.5 £ per hour.
Rate of pay: £14.66−£15.50 per hour (Annual Est. £27,400 - £29,000)
Shift: Monday, Thursday & Friday 08:00-18:00 & Sunday 10:00-17:00 (36 hours per week)
Peak periods: During our peak trading periods you’ll also be required to work an additional 4 hour shift per week, for up to 20 weeks of the year.
Location: Desford Road, Enderby, 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 10th August
Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Customer Escalations Team, you’ll join a friendly, dedicated group focused on resolving customer issues with genuine care. This isn’t just about closing tickets; it’s about using your initiative to influence how we serve millions of customers and recommending real process improvements.
A Day in the Life
- Build Relationships: Turn a negative experience into a positive one through empathy and clear communication.
- Problem Solve: Investigate everything from online delivery hiccups to complex in-store service issues.
- Influence Change: Identify why things went wrong and suggest how we can do better next time.
- Communicate with Style: Balance a professional and conversational tone, always putting yourself in the customer’s shoes.
What You’ll Take On
Our team handles a diverse range of complaints, ensuring no two days are the same:
- CEO & Executive Escalations: Act as a brand ambassador by managing and resolving high-level complaints sent directly to our CEO.
- Online & Delivery: Resolving issues with faulty goods, missing parcels, or carrier service (e.g., Evri).
- Home & Safety: Managing sensitive cases involving property damage, safety incidents, or driver conduct.
- Specialist Escalations: Navigating complex "Interest Free Credit" queries or repeat delivery failures that require a "human touch" to fix.
What’s in it for You?
- Competitive Pay: Earn up to £16.49 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 leadership 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 advocacy. You’ll need:
- Experience: Strong background in customer service, with demonstrable experience managing escalated complaints.
- 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 deadlines.
- Resilience: A calm approach to problem-solving in a dynamic environment.
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 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.
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.)
*Please note spaces are limited for each shift and are on a first come first serve basis and cannot be guaranteed.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Handler in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Next Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Next Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaint Handler in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Next Careers:Your cover letter is your chance to shine! Tell us why you want to work at Next Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Next Careers!
How to prepare for a job interview at Next Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
