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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Rate of pay:14.2315.04 per hour (Annual Est. 26800 - 27900)
Shift:Tuesday-Friday 9:00-17:00 Saturday 11:00-18:00 (36 hours per week)
Location:Desford Road Enderby Leicester LE19 4AT
Training:Includes 4-6 weeks of paid full-time in-house training. Schedule: MondayThursday 9:00 AM 5:00 PM Friday 09:00 AM - 16:45 PM.
Start Date:27th April 2026
Are you someone who thrives on helping people and making a real difference
As a Complaint Handler in our Customer Escalations Team youll join a friendly dedicated group focused on resolving customer issues with genuine care. This isnt just about closing tickets; its about using your initiative to influence how we serve millions of customers and recommending real process improvements.
A Day in the Life
You will take ownership of customer investigations collaborating across the business to find fair resolutions within set timescales. Using a diary system to manage your own workload you will:
- Build Relationships: Turn a negative experience into a positive one through empathy and clear communication.
- Problem Solve: Investigate everything from online delivery hiccups to complex in-store service issues.
- Influence Change: Identify why things went wrong and suggest how we can do better next time.
- Communicate with Style: Balance a professional and conversational tone always putting yourself in the customers shoes.
What Youll Take On
Our team handles a diverse range of complaints ensuring no two days are the same:
- CEO & Executive Escalations:Act as a brand ambassador by managing and resolving high-level complaints sent directly to our CEO.
- Online & Delivery: Resolving issues with faulty goods missing parcels or carrier service (e.g. Evri).
- Home & Safety: Managing sensitive cases involving property damage safety incidents or driver conduct.
- Specialist Escalations: Navigating complex Interest Free Credit queries or repeat delivery failures that require a human touch to fix.
Whats in it for You
- Competitive Pay: Earn up to16.49 per hour.
- Quality over Quantity: We haveno productivity targets. We want you to focus on theright resolution for the customer not just the fastest one.
- Career Growth: Develop high-level conflict resolution and leadership skills in a supportive environment that prepares you for future advancement.
- Culture: Work in a collaborative fast-paced department where help is always at hand.
What Were Looking For
You are a self-motivated professional with a can-do attitude and a passion for customer advocacy. Youll need:
- Experience: A background in customer service and complaint handling.
- Communication: The ability to write and speak with clarity empathy and attention to detail especially when representing our senior leadership.
- Organisation: The skill to prioritise a busy workload and meet deadlines.
- Resilience: A calm approach to problem-solving in a dynamic environment.
Whats 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.
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 youll demonstrate your written communication skills through a customer response task if successful; and finally a face-to-face interview focused on competency-based questions to discuss your skills and how you handle real-world challenges.
Next is proud to be a Disability Confident Employer (Level 2). Were 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
Key Skills
- Load & Unload
- Ruby
- Shipping & Receiving
- Forklift
- Lift Truck Experience
- Basic Math
- Packaging
- Warehouse Experience
- Delivery Driver Experience
- Heavy Lifting
- Human Resources
- RF Scanner
About Company
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 po ... View more
