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- Tasks: Help customers resolve complaints and improve service processes.
- Company: Join a supportive team in a dynamic customer service environment.
- Benefits: Earn competitive pay, enjoy flexible hours, and receive comprehensive training.
- Other info: Inclusive workplace committed to diversity and career growth opportunities.
- Why this job: Make a real difference while developing valuable conflict resolution skills.
- Qualifications: Experience in regulated customer service or complaint handling is preferred.
The predicted salary is between 30000 - 32000 £ per year.
Rate of pay: £14.66−£15.50 per hour (Annual Est. £27,400)
Shift: Tuesday 09:00-17:00, Wednesday 09:00-16:45, Thursday-Saturday 9:00-17:00 (36 hours per week). During our peak trading periods, you’ll also be required to work an additional 4 hours per week, for up to 20 weeks of the year.
Contract: 12-Month Fixed Term Contract
Training: 4 weeks of in-house training, Monday-Friday 9-5.
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. It's an opportunity to advance your career in a dynamic department and make a lasting impact.
Responsibilities include:
- Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
- Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
- Identify root causes of complaints and suggest improvements to business processes and practices.
- Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.
You will deal with a variety of complaints, including:
- Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
- Resolving Balance Disputes where billing errors or unexpected charges have occurred.
- Resolving issues where failed collections or missing items have impacted a customer's financial account.
Competitive Pay: Earn up to £16.99 per hour.
Quality over Quantity: We have no productivity targets.
Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement. Work in a collaborative, fast-paced department where help is always at hand.
Experience: Previous experience in a regulated customer service/complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
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 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.
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.
Servicing Complaint Handler employer: Next
Contact Detail:
Next Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Servicing Complaint Handler
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and culture. This way, you can tailor your answers to show how you fit right in with 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, the better you'll come across during the real deal.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences that highlight your problem-solving abilities and how you've handled complaints effectively.
✨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 shows you're genuinely interested and keeps you fresh in their minds.
We think you need these skills to ace Servicing Complaint Handler
Some tips for your application 🫡
Show Your Empathy: As a Complaint Handler, you'll be dealing with sensitive issues. Make sure your application reflects your ability to empathise with customers and handle complaints with care. Use examples from your past experiences to showcase this skill.
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon. Remember, you want to demonstrate that you can communicate effectively, just like you would in the role.
Highlight Relevant Experience: Make sure to emphasise any previous experience in regulated customer service or complaint handling. This will show us that you understand the environment and are ready to hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Next
✨Know Your Stuff
Before the interview, make sure you understand the role of a Servicing 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 proactive and ready to tackle challenges head-on.
✨Empathy is Key
Since this role involves navigating sensitive financial 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.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss how you've identified root causes of complaints in previous roles and suggested improvements. Use specific examples to illustrate your thought process and how your suggestions led to better outcomes. This will demonstrate your initiative and ability to influence quality.
✨Practice Your Communication Style
Since you'll need to communicate clearly and fairly, practice speaking and writing in a mix of professional and conversational language. You might even want to do a mock interview with a friend or family member to get comfortable with this style. It’ll help you convey your points effectively during the actual interview.