Home / Online Complaint Handler

Rate of pay: £14.23−£15.04 per hour (Annual Est. £26,800 - £27,900)

Shift: Tuesday-Friday 9:00-17:00 , Saturday 11:00-18:00 (36 hours per week)

Location: Desford Road, Enderby, 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: 27th April 2026

Are you someone who thrives on helping people and making a real difference?

As a Complaint Handler in our Customer Escalations Team, you’ll join a friendly, dedicated group focused on resolving customer issues with genuine care. This isn’t just about closing tickets; it’s about using your initiative to influence how we serve millions of customers and recommending real process improvements.

A Day in the Life

You will take ownership of customer investigations, collaborating across the business to find fair resolutions within set timescales. Using a diary system to manage your own workload, you will:

• Build Relationships: Turn a negative experience into a positive one through empathy and clear communication.
• Problem Solve: Investigate everything from online delivery hiccups to complex in-store service issues.
• Influence Change: Identify why things went wrong and suggest how we can do better next time.
• Communicate with Style: Balance a professional and conversational tone, always putting yourself in the customer’s shoes.

What You’ll Take On

Our team handles a diverse range of complaints, ensuring no two days are the same:

• CEO & Executive Escalations: Act as a brand ambassador by managing and resolving high-level complaints sent directly to our CEO.
• Online & Delivery: Resolving issues with faulty goods, missing parcels, or carrier service (e.g., Evri).
• Home & Safety: Managing sensitive cases involving property damage, safety incidents, or driver conduct.
• Specialist Escalations: Navigating complex "Interest Free Credit" queries or repeat delivery failures that require a "human touch" to fix.

What’s in it for You?

• Competitive Pay: Earn up to £16.49 per hour.
• Quality over Quantity: We have no productivity targets. We want you to focus on the right resolution for the customer, not just the fastest one.
• Career Growth: Develop high-level conflict resolution and leadership skills in a supportive environment that prepares you for future advancement.
• Culture: Work in a collaborative, fast-paced department where help is always at hand.

What We’re Looking For

You are a self-motivated professional with a "can-do" attitude and a passion for customer advocacy. You’ll need:

• Experience: A background in customer service and complaint handling.
• Communication: The ability to write and speak with clarity, empathy, and attention to detail, especially when representing our senior leadership.
• Organisation: The skill to prioritise a busy workload and meet deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

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 is a simple three-step journey: first, a telephone interview to learn about your experience and suitability; second, an online letter-writing assessment, where you'll demonstrate your written communication skills through a customer response task if successful; and finally, a face-to-face interview, focused on competency-based questions to discuss your skills and how you handle real-world challenges.

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.

Benefits

• 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.