Next
Home Customer Service Advisor
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Job Description
Pay
Starting at £13.29 per hour. You'll also earn an extra £1 per hour for weekend shifts! Plus, you could earn up to 20% more with a quarterly performance bonus if you’re a star player.
Shifts
(36 Hours per week) *
- Shift 1: Monday, Tuesday, Thursday & Friday 8.30am - 6pm
- Shift 2: Sunday to Wednesday 8.30am - 6pm
- Shift 3: Tuesday to Friday 9am-5pm & Saturday 9am - 4.45pm
PLEASE NOTE: Shifts are limited and offered on a first come first served basis and cannot be guaranteed.
Location
Onsite, based at our contact centre - Radar Road Leicester, LE3 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
- Initial Training: Monday - Friday, 9a.m. - 5p.m. Starting Monday 7th September till 25th September 2026.
- Coaching: Monday - Friday, 9am - 5pm, until Friday, 16th October.
You must be able to commit to the full training 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.
Benefits
Benefits - https://careers.next.co.uk/life
The Role
NEXT is dynamic and constantly evolving, reaching a global community of over 8 million customers. As our Home department continues to grow, we are looking for Customer Service Advisors to join the team at our Leicester contact centre.
In this role, you will take ownership of furniture calls and complaints, providing the support our customers rely on and solutions that ensure our customers always come first.
It is a fast-paced environment where we use our ‘Let’s take it on’ mindset to support millions of people worldwide. You’ll be part of a knowledgeable team dedicated to ensuring every customer feels heard and valued.
What You’ll Take On
In this role, you will focus on delivering helpful, high-quality service without the pressure of sales targets. You will have the autonomy to make decisions and provide solutions across calls, emails, web chats & WhatsApps. You will manage a variety of queries, from pre-purchase questions to after-sales care. If something hasn’t gone to plan, you’ll take ownership to fix it as quickly and efficiently as possible. Whether you are answering a question about a faulty sofa or an issue with a delivery, your mission is to ensure every query is resolved while delivering an incredible customer experience.
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You will focus on delivering exceptional customer service and receiving great customer feedback.
- Fast-paced: Love a dynamic environment? You’ll thrive here! We value friendly, helpful service and need problem solvers who can think on their feet. If a customer's furniture arrives with a setback, you will be the person who puts a smile back on their face.
We believe in building on success and learning to evolve. You don’t need to be an expert from day one; we provide the tools to help you succeed:
- Comprehensive training: You will begin with three weeks of full-time onsite training focused on our retail customers, followed by one-on-one coaching.
- Continued support: Once you have mastered the basics, you will move on to supporting our online customers with guidance from an experienced team manager.
What You’ll Bring
We are looking for colleagues who are real, honest, and ready to take responsibility. Your mission is to be the friendly voice our customers rely on, truly listening to their needs to find the right solutions.
To thrive in our team, you should have:
- A customer-first mindset: You will always keep the customer in mind and use your empathy to achieve the best resolutions.
- Clear communication: You have the ability to communicate with transparency, warmth, and a genuine passion for our products.
- Resilience and initiative: You take a proactive approach to problem-solving and stay calm under pressure. You take full ownership of the customer journey from start to finish.
- Collaborative spirit: You are ready to work together, sharing your expertise to help the team succeed.
- Technical proficiency: You have a good level of computer skills and experience using digital tools.
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If you are a confident decision-maker who is ready to push the boundaries of your career, we would love to hear from you!
Please note that we are aware of fraudulent recruitment adverts on some third party sites. NEXT does not request or require any payment at any stage of the recruitment process.
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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