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- Tasks: Resolve customer complaints with care and professionalism while recommending process improvements.
- Company: Join a dynamic 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: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real difference in customers' lives while developing valuable skills in a supportive environment.
- Qualifications: Experience in regulated customer service and strong communication skills are essential.
The predicted salary is between 27400 - 29000 £ per year.
Rate of pay: £14.66−£15.50 per hour (Annual Est. £27,400 - £29,000)
Shift: Tuesday 09:00-17:00, Wednesday 09:00-16:45, Thursday-Saturday 9:00-17:00 (36 hours per week)
Peak periods: During our peak trading periods you’ll also be required to work an additional 4/6 hour shift per week, for up to 20 weeks of the year.
Location: Desford Road, Enderby, Leicester, LE19 4AT
Contract: 12-Month Fixed Term Contract
Start Date / Training: Monday, 27th April 2026, X4 weeks of in-house training
Are you someone who thrives on helping people and making a real difference? As a Regulated 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:
- Investigate & Resolve: Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
- Build Relationships: Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
- Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
- Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads, ensuring deadlines are met.
- Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.
What You’ll Take on:
- 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 me?
- Competitive Pay: Earn up to £16.99 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 financial 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 satisfaction.
- Experience: Previous experience in a regulated customer service/ complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
- 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 tight 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.
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 we will offer this role on a first come, first served basis, so early responses are encouraged.
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.
Regulated Complaint Handler in Leicester employer: Next Careers
Contact Detail:
Next Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regulated Complaint Handler in Leicester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and culture. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your responses, the more confident you'll feel during the actual interview.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've handled complaints or difficult situations in the past. This is your chance to shine and demonstrate your resilience and communication skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Regulated Complaint Handler in Leicester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for helping customers shine through. We want to see that you genuinely care about resolving complaints and making a difference in people's lives.
Be Clear and Concise: Use straightforward language and get to the point. We appreciate clarity, so make sure your written communication is easy to understand and free of jargon. This will help us see your potential as a Regulated Complaint Handler.
Highlight Relevant Experience: Make sure to mention any previous experience in regulated customer service or complaint handling. We’re looking for candidates who can demonstrate their skills in a similar environment, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Next Careers
✨Know Your Stuff
Before the interview, make sure you understand the role of a Regulated Complaint Handler. Familiarise yourself with common customer complaints in the financial sector and think about how you would handle them. This will show your potential employer that you're serious about the position.
✨Show Empathy
Since this role involves navigating sensitive discussions, practice demonstrating empathy during your responses. Think of examples from your past experience where you turned a negative situation into a positive one for a customer. This will highlight your ability to connect with customers on a personal level.
✨Be Organised
During the interview, be prepared to discuss how you manage your workload and prioritise tasks. Bring up any tools or methods you use to stay organised, as this is crucial for handling multiple complaints effectively. It’ll show that you can keep calm under pressure.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since communication is key in this role, consider doing mock interviews with a friend or family member. Focus on using professional yet conversational language, as this will reflect the communication style expected in the job.