Customer Service Advisor - Total Platform in Doncaster

Join the team at Armthorpe, Doncaster (DN3 3FQ).

Rate of pay: £12.39 per hour (plus £1 per hour weekend premium)

Rewards: Quarterly bonus and enhanced pay rates are achievable

Start date: 23rd March (Includes 3 weeks of paid training, Monday to Friday)

Shifts: PT 4 days on 4 days off 8am-6pm, 33.25 hours p/w (with flex up hours)

Benefits: see NEXT Careers

The Role

Take it on with a team that’s evolving. Since launching in 2022, Total Platform has become our fastest-growing department. We manage the end-to-end customer experience for seven iconic brands, including Victoria’s Secret, FatFace, Reiss, and Gap. We are looking for quick-thinking team players to join us in delivering reliable, high-quality service to a global community.

As a Customer Service Advisor, you are the knowledgeable voice of our brands. We believe in the power of real conversations, which is why you won’t find pushy sales or restrictive scripts here. Instead, you will use your expertise to solve problems and ensure every individual feels valued. You will join a supportive group of 13 to 15 colleagues. Together, the department handles around 11,500 queries a week across calls, emails, and web chats.

At NEXT, we don’t stand still. We work at pace to serve over 8 million customers globally, pushing boundaries to improve the experience every day. We provide three weeks of full-time training to ensure you become a specialist within the Total Platform operations. We build on success and learn from every challenge, giving you the tools to grow your career within a business that wants you to succeed.

Our Peak Periods

During our busiest times of the year, which can be up to 20 weeks, you will work one extra shift of four or six hours each week. We plan these in advance so we can meet the customer needs while making sure you can plan your own time too. Please note: The shifts currently advertised are accurate. As our recruitment progresses, we may need to make adjustments to the shifts advertised. We will keep you informed of any updates throughout the process.

What you’ll take on

• Make it happen: Manage a high volume of interactions with a calm and positive mindset.
• Always think customer: Provide helpful support that reflects the quality of the NEXT brand.
• Keep it real: Communicate with honesty, clarity, and respect.
• Push the boundaries: Use our systems to investigate queries and find the best solutions for our global community and brands.
• Invite collaboration: Work with colleagues across the business to resolve issues quickly.

What you’ll bring

We are looking for people who are honest and ready to learn. You do not need previous contact centre experience to succeed here. We value the communication and people skills you have developed in sectors like retail, hospitality, or care.

We are looking for colleagues who are:

• Clear communicators: You are comfortable helping people over the phone and in writing.
• Resilient: You can think on your feet and stay calm in a fast-paced environment.
• Adaptable: You are ready to learn new systems and use our digital tools to find solutions.
• Reliable: You are a dedicated team player who takes responsibility for your work.

Who we are

NEXT is an evolving FTSE 100 business with a global reach. With over 35,000 colleagues and 500 stores, we operate in 70 countries to serve our global community. While we are proud of our scale, we remain focused on the people who make our success possible. We don't stand still; we work together to push boundaries and build on our success. This is a place where you can be yourself, develop your skills, and grow your career.

What’s next?

Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps. All successful applicants are subject to DBS and credit checks. You can find information regarding spent and unspent convictions on the government website: government guidance on criminal records. 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 typically sponsored under the Skilled Worker route due to Home Office requirements on skills level. Candidates are therefore encouraged to consider their own right to work options without NEXT sponsorship.