Customer Service Advisor in Leicester

£12.90 per hour (plus £1 per hour weekend premium). Upon successful completion of your probationary period, there is a possibility to receive a performance‑related quarterly bonus of up to 20%. Additionally, advisors who consistently meet KPI targets have the opportunity for an enhanced pay.

Shifts: 4 days on, 4 days off, 11am‑9pm weekdays/9am‑7pm weekends (33.25 hours). All shifts include flex up hours. During our peak trading periods (up to 20 weeks throughout the year), you’ll also be required to work one additional 4 or 6 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: At NEXT, we believe in the power of a great conversation. We are looking for purposeful, positive individuals to join our team in Doncaster/Leicester and help us deliver a service that is both helpful and personable. Our Customer Service Advisors are the voice of NEXT. Whether you are handling a call, an email, or a live webchat, your goal is to take ownership of every query from start to finish. You will help our customers with a variety of needs, from tracking parcels to resolving billing queries, ensuring every person you speak with feels valued and heard.

What you’ll take on:

• Be the voice of NEXT: Communicate directly with our customers through calls, emails, and live webchats to resolve their queries.
• Take ownership: Handle a variety of tasks from start to finish, including managing billing issues, tracking returns, and assisting with faulty goods.
• Use your expertise: Navigate our internal systems and digital tools to find the right information and provide accurate updates.
• Deliver purposeful service: Tailor every conversation to the individual customer, ensuring you provide the best possible options and a positive outcome.
• Build your resilience: Use a calm and professional approach to handle more complex or challenging conversations with confidence.

What you’ll bring: We don’t expect you to have previous call centre experience. We value the transferable skills you bring from retail, hospitality, or care. What matters most is your ability to communicate with clarity, stay resilient during challenging conversations, and move forward with a positive mindset. To succeed in this role, you will need to approach every query with a positive mindset and the conviction to find the right solution, staying resilient and focused during busy periods. Working collaboratively is key, so you should enjoy sharing knowledge and supporting your colleagues to help the whole team succeed. As you will be using various digital platforms, feeling comfortable with technology is important to provide a seamless service. Ultimately, we are looking for people who take ownership of their work and believe in their ability to see every customer journey through to a successful end.

Benefits: We believe that being part of NEXT should be rewarding in more than one way. When you join our Enquiries team, you can access a range of benefits designed to support your lifestyle and your future. This includes a generous staff discount on most NEXT products, as well as a selection of partner brands, which you can use both in‑store and through our online site. You will also have the opportunity to join our pension scheme and participate in our sharesave programme, allowing you to share in the success of the business. From wellbeing support to exclusive discounts, we ensure our colleagues feel valued for the purposeful work they do every day.