Customer Service Advisor; Credit, Collections and Accounts Investigation

Customer Service Advisor (Credit, Collections and Accounts Investigation)

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Job Description

NEXT PLC is a leading multinational retailer, renowned for its stylish clothing, footwear, and homeware. With a seamless online and in‑store shopping experience, NEXT continues to grow and innovate across the globe. Join our brand new NEXT Contact Centre, where you'll support our customers with credit, collections and fraud issues by creating real customer solutions. As part of this dynamic, expanding company, you'll enjoy competitive pay, financial perks, and a supportive culture that champions growth, development, and career progression.

Salary: Starting at £12.76 per hour, with the potential to rise to £15.04 per hour once fully multi‑skilled and competent. You'll also earn an extra £1 per hour for weekend shifts, along with the opportunity to receive a quarterly bonus!

Start date: Monday 2nd February 2025

Shifts:

• Shift 1 – Saturday 8 am – 5 pm, Monday 12 pm – 9 pm & Tuesday & Wednesday 11 am – 9 pm (36 hrs/week)
• Shift 2 – Saturday & Monday 8 am – 5 pm & Thursday & Friday 11 am – 9 pm (36 hrs/week)
• Shift 3 – Sunday 8 am – 3 pm, Monday 10.30 am – 9 pm & Tuesday & Wednesday 11 am – 9 pm (36 hrs/week)
• Shift 4 – Friday & Saturday 8 am – 5 pm & Monday & Tuesday 8 am – 6 pm (36 hrs/week)
• Shift 5 – Friday & Monday 8 am – 6 pm & Thursday & Saturday 8 am – 5 pm (36 hrs/week)
• Shift 6 – Monday 10.30 am – 9 pm, Thursday & Friday 11 am – 9 pm & Sunday 8 am – 3 pm (36 hrs/week)
• Shift 7 – Saturday & Wednesday 8 am – 5 pm & Monday & Tuesday 9 am – 7 pm (36 hrs/week)
• Shift 8 – Sunday 8 am – 3 pm, Monday 10.30 am – 9 pm & Thursday & Friday 11 am – 9 pm (36 hrs/week)

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.

Location: Onsite, based at our brand new contact centre – Radar Road, Leicester, LE3 1UF

About the CCAIT Team (Credit, Collection & Accounts Investigation):

As a key member of our CCAIT Team, you will play an important role in supporting customers through financial challenges while ensuring account integrity. You'll work directly with customers to understand their financial situations, investigate discrepancies, and resolve credit and collections issues. Your responsibilities include:

• Assessing customer financial situations and providing clear guidance across credit, collections, and account issues.
• Investigating accounts to identify and resolve discrepancies, ensuring accuracy.
• Negotiating payment solutions that are fair to both customers and the business, ensuring compliance with company policies.
• Providing exceptional service with a proactive, solution‑focused approach to address customer concerns.

While your primary focus will initially be on Collections, there is an expectation that you will also be upskilled for the Accounts Investigation (Fraud) and Credit departments when required, with full training provided.

Training & Support:

You’ll take part in comprehensive paid training for 3 weeks, to prepare you for the role and support our global customers. Full‑time commitment to the training period is essential.

Who we’re looking for:

• Excellent communicator
• Exceptional attention to detail
• Natural problem solver
• Confident decision‑maker
• Resilience and sensitivity in challenging situations
• Proficient in literacy, numeracy, and PC skills

Why you’ll love it here:

• Team spirit:
  Working within a multi‑talented department delivering best‑in‑class service
• Outstanding workplace:
  Our state‑of‑the‑art contact centre is designed to inspire and deliver great results
• Growth opportunities:
  Thrive in a positive, growth‑focused environment
• Warm, welcoming culture:
  Join a friendly, supportive team focused on collaboration and growth

What’s next?

Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria, we will be in touch regarding the next steps.

In order to apply for this position you must not have had an unsuccessful application for a similar role within the last 6 months.

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