POS Support Analyst

Job Description
About the Role:
Join our POS Control team and play a key role in improving performance and delivering the best possible service to our colleagues in stores. Based at Head Office, Enderby. Reporting into the POS Team Leader, you'll be working in a team of 18 with the ultimate goal ensuring we resolve store IT issues in a timely manner and all tasks/jobs are completed accurately, on time and in line with the operations procedures.

You'll be providing 1st line technical support and answering queries via phone and chat. You'll be expected to use different skills and experience to handle all types of queries in this fast paced team whilst keeping abreast of new systems/software developments in Next stores.

In this role, you'll log all contact types into ServiceNow and ensure all incidents are kept up to date as well as escalating more complex queries to our 2nd/3rd line support teams.

You'll get to work with 3rd party companies and other teams within the department as another large part of this role is to keep the various teams in IT updated and aware of any issues. You'll also be responsible for highlighting common trends and issues.

Keeping users up to date with progress of incidents is paramount in this role, as is promoting the department in a professional manner and taking ownership of user queries.

This role consists of full time hours and requires in-office working for each shift due to the nature of the systems we use. The hours for the role are as below:

Shift:
Mon 10:00-18:00

Tues 10:00-18:00

Wed off

Thurs 10:00-18:00

Fri 10:15-18:00

Sat off

Sun 09:30-17:30

About you:
Essential Criteria:

• Able to speak, read and write English at a level that enables you to complete your role, for example, to understand instructions and communicate effectively with stakeholders and/or other team members
• Experienced in effectively working in a collaborative manner in a large scale, fast paced environment within a multifunctional technical team
• Flexibility when it comes to shifts/overtime and adaptable to changes forced by business needs
• Excellent telephone manner and communication skills - both written and oral
• Previous Customer Services/Call Centre/Helpdesk experience
• Previous retail store experience
• Enjoy challenges and have the ability to work on your own initiative and as part of a team
• Be enthusiastic and willing to learn new skills whilst having a responsible attitude

Desirable:

• To have worked in a Next retail store is advantageous, but not essential
• Experience using call logging software
• Have experience using GSuite
• Full UK driving licence due to timings of shifts

About Us
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 possible to buy on-line from over 70 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)
• Company performance based bonus
• Sharesave scheme
• On-site Nursery available; OFSTED outstanding in all areas
• 10% off most partner brands & up to 15% off Branded Beauty
• Early VIP access to sale stock
• Access to fantastic discounts at our Staff Shops
• Restaurants with great food at amazing prices
• Access a digital GP and other free health and wellbeing services
• Free on-site parking
• Financial Wellbeing - Save, track and enhance your financial wellbeing
• Apprenticeship - Grow and develop on the job whilst gaining a qualification
• 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 (please include 'Workplace Adjustments' in the subject line), or call us on and leave a voicemail.