At a Glance
- Tasks: Provide first-line technical support for hardware and software issues across the business.
- Company: Join NEXT, a leading retail company with a supportive culture.
- Benefits: Enjoy discounts, bonuses, health services, and career development opportunities.
- Other info: Flexible shifts and a dynamic work environment with growth potential.
- Why this job: Make a real impact by keeping teams connected during exciting business changes.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 € per year.
We're looking for a Support Centre Analyst to join our Support Operations Team based from the Next Head Office in Leicestershire.
The Role
Please note: this role is full time office based.
Working Hours
- Monday: OFF
- Tuesday: 10:00-18:00
- Thursday: 10:00-18:00
- Friday: 10:15-18:00
- Saturday: 9:00-17:00
- Sunday: OFF
The Support Operations department is the backbone supporting all colleagues and driving our systems forward. As a Support Centre Analyst based at our fast‑paced Leicestershire Head Office, you will be the vital first line of technical support for hardware and software issues across our entire business. Your role is crucial in ensuring our teams across Head Office, Warehouses and Online stay connected and fully operational. Whether handling a query from a store manager or escalating a complex technical issue, the difference you make directly keeps NEXT moving during a period of massive business change.
To help you thrive, NEXT offers an encouraging environment where you will receive the training needed to master our systems, learn to evolve, and actively progress your career.
What You'll Take On
- Act as the primary point of contact for technical support, efficiently logging incidents into ServiceNow.
- Prioritise, manage, and resolve first‑line hardware and software queries within reasonable timeframes to deliver an excellent customer service experience.
- Take ownership of user queries, keeping stakeholders at all levels of management regularly updated on progress.
- Collaborate closely with internal IT teams, third‑party companies, and wider business stakeholders to invite collaboration and keep everyone aware of ongoing system issues.
- Proactively identify and highlight common technical trends to prevent recurring problems.
- Escalate complex technical queries smoothly to our second and third‑line support teams.
- Promote the Support Operations department professionally, keeping pace with new systems and software developments.
What You'll Bring
- Proven experience working in a customer‑facing environment, customer service role, helpdesk, or call centre setup.
- Outstanding communication skills and an excellent telephone manner, with a strong command of written and spoken English.
- A natural ability to build positive relationships, work collaboratively within a team, and communicate clearly with everyone.
- Strong organisational strengths, with the ability to maintain accuracy and detail in a busy, fast‑paced environment.
- A responsible, enthusiastic attitude with a genuine willingness to learn new technical skills and tackle fresh challenges.
- An understanding of basic IT terminology, with any previous exposure to GSuite, Active Directory, Citrix, ServiceNow, Genesys, or Microsoft Entra being highly advantageous.
- Flexibility and adaptability regarding shifts to successfully meet changing business needs.
We build on success, learn from failure, and go again. If you are ready to push the boundaries and make an impact together, we want to hear from you.
Benefits
- 25% off most NEXT, MADE, Lipsy, Gap and Victoria's Secret products (when purchased through NEXT)
- Company performance based bonus
- On‑site Nursery available; OFSTED outstanding in all areas
- 10% off most partner brands & up to 15% off Branded Beauty
- Early VIP access to sale stock
- Access to fantastic discounts at our Staff Shops
- Restaurants with great food at amazing prices
- Access a digital GP and other free health and wellbeing services
- Free on‑site parking
- Financial Wellbeing – Save, track and enhance your financial wellbeing
- Apprenticeship – Grow and develop on the job whilst gaining a qualification
- 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 headoffice_careers@next.co.uk (please include 'Workplace Adjustments' in the subject line), or call us on 0116 284 2486 and leave a voicemail.
Support Centre Analyst employer: Next Careers
NEXT is an exceptional employer, offering a dynamic work environment at our Leicestershire Head Office where you can thrive as a Support Centre Analyst. With a strong focus on employee growth, we provide comprehensive training and development opportunities, alongside attractive benefits such as discounts on products, access to an on-site nursery, and financial wellbeing support. Join us to be part of a collaborative team that values your contributions and encourages you to push boundaries while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Support Centre Analyst
✨Tip Number 1
Get to know the company! Research NEXT and its values. When you understand what they stand for, you can tailor your conversations to show how you fit right in. Plus, it’ll help you ask insightful questions during interviews.
✨Tip Number 2
Practice makes perfect! Before any interview, run through common questions and scenarios you might face as a Support Centre Analyst. This will boost your confidence and help you articulate your experience clearly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can be a game changer.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Support Centre Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and technical support. We want to see how your skills align with the role of Support Centre Analyst, so don’t hold back!
Show Off Your Communication Skills:Since this role involves a lot of interaction with colleagues and stakeholders, it’s crucial to demonstrate your outstanding communication abilities. Use clear and concise language in your application to reflect this.
Highlight Relevant Experience:If you've worked in a helpdesk or call centre environment before, make sure to emphasise that experience. We love seeing candidates who have a proven track record in similar roles, so let us know what you’ve done!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to us, making it easier for you to get started on your journey with NEXT!
How to prepare for a job interview at Next Careers
✨Know Your Tech Basics
Brush up on your understanding of basic IT terminology and tools mentioned in the job description, like GSuite, Active Directory, and ServiceNow. Being familiar with these will not only help you answer technical questions but also show your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or technical issues. Highlight your communication skills and how you maintained a positive relationship with customers, as this is crucial for the Support Centre Analyst role.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've identified and resolved recurring problems. Be ready to discuss how you proactively tackled issues and collaborated with teams to improve processes. This will showcase your ability to think critically and work well under pressure.
✨Ask Insightful Questions
Prepare thoughtful questions about the Support Operations department and its challenges. This shows your genuine interest in the role and helps you understand how you can contribute to the team’s success. Plus, it gives you a chance to assess if the company culture aligns with your values.
