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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.
Shift
4 on, 4 off 11am - 9pm on weekdays, and 9am - 7pm on weekends*.
All shifts include flex up hours.
Start date: Monday 5th October 2026
Location: Onsite, based at our contact centre - Doncaster, DN3 with the opportunity to apply to work from home, in line with our policy after a minimum of 6-9 months service (eligibility criteria applies).
Training
- Part 1: Monday 5th Oct - Friday 16th Oct 2026 (Mon - Fri 9am - 5pm)
- Part 2: Monday 2nd Nov - Friday 6th Nov 2026 (Mon - Fri 9am - 5pm)
Coaching
- Part 1: Monday 19th Oct - Friday 23rd Oct 2026 (Mon - Fri 9am - 5pm)
- Part 2: Monday 9th Nov - Friday 20th 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
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
At NEXT, our Enquiries team is all about finding solutions and providing a helpful, human experience. In this role, you will:
- 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.
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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.
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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