At a Glance
- Tasks: Handle customer complaints and find resolutions while working in a supportive team.
- Company: Join Next, a leading FTSE-100 fashion retailer with over 35,000 employees.
- Benefits: Enjoy discounts, bonuses, free parking, and access to health services.
- Other info: Full-time role with flexible shifts and comprehensive training provided.
- Why this job: Make a real impact on customer experiences and grow your career in a dynamic environment.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
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Job Description
Job Description
Rate of pay: £14.23 - 15.04 per hour, depending on experience.
Shift: Sunday 10:00-17:00, Monday-Tuesday 08:00-18:00, Friday 08:00-18:00 (35.5 hours per week)
Location: Desford Road, Leicester LE19 4AT
Training: 4 weeks training
Contract: 6 Month Fixed Term Contract
Working within the Retail Customer Escalations Team, you’ll be working in a small and friendly team where you can make not only a difference to the individual customer\'s journey but also influence the way we do business with all of our customers by recommending changes to the way we work going forward.
You’ll have the freedom to help customers and see through to the end for a successful resolution, using your own initiative as well as the support of other colleagues within the team.
This opportunity will give you the chance to build your career further with a truly dynamic and motivated department working with like minded colleagues who are always happy to support and guide you when needed.
What you’ll be doing:
As a Complaint Handler, you will take responsibility for investigating the customer\'s complaint, liaising with various areas within the business when required to achieve a resolution for the customer in the agreed timescales.
You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer.
Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes whilst using professional and conversational language.
It will be key to plan, organise and prioritise your own workloads to make sure deadlines are achieved for our customers.
What we’re looking for:
With previous experience in customer service and complaint handling, you will have excellent communication skills and attention to detail, you’ll be able to put yourself into the customers shoes and do all you can to achieve this.
You’ll be extremely self-motivated and have excellent attention to detail with a high level of enthusiasm and thrive on taking responsibility in a fast-paced environment, whilst showing a can-do attitude to ensure all complaints are resolved in the agreed timescales.
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.
The recruitment process will include a Letter Writing Assessment (45 minutes), where you\'ll be asked to respond to a written customer complaint. We’ll be evaluating how effectively and appropriately you address the customer’s concerns.
You will also complete a Competency-Based Interview (30–45 minutes), where we’ll explore your relevant skills, experiences, and suitability for the role.
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.
About Us
You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!
About The Team
- 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria\'s Secret* products (*when purchased through NEXT)
- Quarterly bonuses
- Free parking on Next authorised sites
- Early VIP access to sale stock
- Access to fantastic discounts at our Staff Shops
- 10% off most partner brands & up to 15% off Branded Beauty
- Restaurants with great food at amazing prices
- Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform
- Access a digital GP and other free health and wellbeing services
- Sharesave scheme
- Financial Wellbeing - Save, track and enhance your financial wellbeing
- 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
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 nextonline_careers@next.co.uk (please include \'Workplace Adjustments\' in the subject line), or call us on 0333 777 8166 and leave a voicemail.
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#J-18808-LjbffrRetail Complaint Handler in Leicester employer: Next
Next is an exceptional employer, offering a supportive and dynamic work environment in Enderby, Leicester. With a strong focus on employee growth, you will benefit from comprehensive training, generous discounts, and access to health and wellbeing services, all while being part of a friendly team that values your contributions and encourages initiative. Join us to make a meaningful impact on customer experiences and advance your career in a leading retail company.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Complaint Handler in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Next. 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 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 Retail 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:Your cover letter is your chance to shine! Tell us why you want to work at Next 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!
How to prepare for a job interview at Next
✨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.
