Complaints Handler

Rate of pay: £14.23−£15.04 per hour (Annual Est. £26,800 - £27,900) Shift 1: Tuesday-Wednesday 09:00-17:00, Thursday 09:00-16:45, Friday-Saturday 09:00-17:00 (36 hours perm) Permanent role Shift 2: Sunday 10:00-17:00 Monday-Tuesday 08:00-16:00, Friday-Saturday 10:00-18:00 (36 hours per week) Permanent role Shift 3: Sunday 10:00-17:00, Monday 08:00-16:00, Thursday-Saturday 10:00-18:00 (36 hours per week) Permanent role Location: Desford Road, Leicester, LE19 4AT Training: Includes 4-6 weeks of paid, full-time, in-house training. Schedule: Monday–Thursday, 9:00 AM – 5:00 PM, Friday 09:00 AM - 16:45 PM. Start Date : Monday, 5th January. Are you someone who thrives on helping people and making a real difference? As a 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. A day in the life: As a Complaint Handler, you will be responsible for investigating customer complaints, liaising with various areas within the business as required to achieve a resolution within the agreed-upon timescales. You will manage your cases using a diary system, enabling you to prioritise your workload efficiently. You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer. Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes while using a mix of professional and conversational language. It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers. What type of complaints will I handle? You will deal with a variety of complaints, to name a few: Order Content and Delivery Failure: Addressing complaints where the order was either not received (lost or delayed), or the received goods were incorrect, including wrong items sent (wrong size, color, or product), or were faulty (broken, damaged, or non-working). Carrier and Delivery Complaints: Investigating and resolving service-related issues with third-party carriers (e.g., Evri), such as lost parcels, poor communication, packages being left in an unsafe location, and failed collections of returns or parcels. Return Management Issues: Managing administrative problems related to the return process, specifically handling late returns sent back outside the specified return window. Safety and Product Integrity Incidents: Addressing serious claims related to customer well-being and product quality, including Safety Incidents (injury or harm caused by a product), Property Damage (damage caused during delivery), and Infestations (pests found in or on a delivered product). Service and Conduct Complaints: Managing all feedback concerning professional interactions, including Driver Incidents (e.g., speeding, abuse, or vehicle damage) and general Service Complaints regarding the overall delivery experience or interactions with customer service advisors. Complex Financial and Delivery Escalations: Handling specific, high-priority issues that require special attention, such as Escalated Failed Deliveries (orders failing three or more times) and complex Escalated 'Interest Free Credit' Complaints related to financial options. What’s in it for me? Clear salary expectations, with the potential to earn £16.49 per hour. No productivity targets. You’ll handle each case individually, focusing on resolving queries in the most effective and customer-focused way. Develop and refine your communication, problem-solving, and conflict resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for advanced or leadership roles. Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge. What we’re looking for: With previous experience in customer service and complaint handling, you will possess excellent communication skills and attention to detail, enabling you to put yourself in the customer's shoes and do all you can to achieve this. You’ll be highly self-motivated, with excellent attention to detail and a high level of enthusiasm. You'll thrive in a fast-paced environment, taking responsibility while showing a can-do attitude to ensure all complaints are resolved within agreed-upon timescales. What's 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 begins with a telephone interview to assess your initial suitability and learn more about you. If you are successful at this stage, you will then be invited to a Face to Face interview, where you will complete a competency-based interview and a letter-writing assessment. More information on the Interview format will be provided to shortlisted candidates. 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. *Please note spaces are limited for each shift and are on a first come first serve basis and cannot be guaranteed.