Customer Service Advisor (Credit, Collections and Accounts Investigation) at Next Plc

Leicester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

12.76

Posted On

24 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Credit Management, Collections, Accounts Investigation, Problem Solving, Communication, Analytical Thinking, Decision Making, Resilience, Empathy, FCA Compliance, Call Handling, Email Management, Workload Management, Solution Focus, Integrity

Industry

Description

Location: Radar Road, Leicester - LE3 1UF Rate of pay: £12.76 per hour (plus £1 per hour weekend premium) Rewards: Quarterly bonus and the potential to rise to £15.04 per hour once fully multi-skilled and competent. Start date: [Insert Date] (Includes 3 weeks of paid training, Monday to Friday 9am - 5pm ) *Shifts: Shift 1: Sunday 8am - 3pm, Monday 12pm - 9pm, Tuesday 1.30pm - 9pm, Wednesday 12pm - 9pm & Thursday 9.30am - 3pm Shift 2: Saturday 8am - 5pm & Wednesday - Friday 11am - 9pm Shift 3: Saturday 8am - 5pm & Wednesday - Friday 9am - 7pm Shift 4: Sunday 8am - 3pm, Monday - Wednesday 1pm - 9pm & Thursday 9am - 3.30pm Peak periods: During our peak trading periods you’ll also be required to work an additional 4 hour shift per week, for up to 20 weeks of the year *Please note: The shifts advertised are accurate at this time. However, as the recruitment process moves forward, there may be adjustments. We’ll keep you updated on any changes along the way. Training: You’ll take part in comprehensive paid training for 3 weeks to prepare you for the role and to support our global customers. Full-time commitment to the training period is essential, as it’s designed to equip you with everything you need to thrive in the CCAIT department. Benefits - https://careers.next.co.uk/life The role Support customers, solve challenges, make an impact. At NEXT, we are constantly evolving and pushing boundaries on a global scale. We are looking for proactive individuals to join our new Contact Centre in Leicester. As part of our Credit, Collections and Accounts Investigation Team (CCAIT), you will play a vital role in delivering practical solutions and support to our customers. Working in a fast-paced contact centre environment, you will manage calls and emails while taking responsibility for your workload. You’ll work directly with customers to review their circumstances and provide clear guidance on credit and account queries. By investigating discrepancies and staying solution-focused, you will provide a proactive service that builds trust and supports customers in resolving their account matters with confidence. As this role is regulated by the FCA, you will follow clear processes to ensure fair outcomes and maintain the high standards of integrity our customers rely on. Starting in Collections is the first step in developing a broad range of skills. With the right support in place, you will have the opportunity to become multi-skilled across Accounts Investigation and Credit. We believe in growing our expertise together and providing the tools you need to progress You’d be a great fit if you are ready to take on new challenges and help the team succeed. What you will take on: Ownership of the customer journey: You will work directly with customers to understand their unique financial situations. Meaningful problem solving: You’ll use your judgement to provide guidance across credit, collections, and account issues. Professional integrity You’ll follow clear processes to ensure every customer receives a fair outcome and a service they can rely on. Personal and professional growth: You will take on a path of continuous learning. What you’ll bring We are all human, and we know you are at your best when you are being yourself. We value colleagues who bring the following to our team: Real and honest communication: You’ll build trust with our customers through genuine, clear, and consistent communication. Analytical thinking: You use a natural approach to problem-solving and have a strong focus on detail. Confident decision-making: You’ll be ready to take on new challenges and make informed choices. Resilience and empathy: You’ll remain composed and supportive, especially when helping people through difficult times. 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! 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.

Responsibilities

The role involves supporting customers by managing calls and emails related to credit, collections, and account queries, requiring direct interaction to review circumstances and provide clear guidance. You will investigate discrepancies, maintain professional integrity by following FCA regulated processes, and focus on delivering practical solutions to customer account matters.