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Customer Service Advisor
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Job Description
Salary: £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 8am-6pm, 33.25 hours p/w. *All shifts include flex up hours.
Start date: 19th October 2026
Location: Onsite, based at our contact centre - Doncaster, DN3.
Training: Monday 19th Oct - Friday 6th Nov 2026 (Mon - Fri, 9am - 5pm)
You must be able to commit to the full training and coaching period to be considered for the role.
During our peak trading periods (up to 20 weeks throughout the year), you’ll also be required to work one additional 4 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
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.
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.
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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.
Our 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.
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.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.
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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. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.
About Us
You know Next, but did you know we’re a FTSE-100 retail company employing over 44,000 people across the Next group. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 450 stores, plus the Next Online and it’s now possible to buy on-line from over 80 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
Conditions apply to all benefits. These benefits are discretionary and subject to change.
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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