Credit Customer Service Advisor

Job description

Shifts:

• Shift 1: Wednesday & Thursday 12pm - 9pm. Friday 11am - 9pm & Saturday 9am - 7pm x2 (36 hours)
• Shift 2: Sunday 9am - 7pm, Monday 11am - 9pm & Tuesday & Wednesday 12pm - 9pm (36 hours)
• Shift 3: Wednesday to Friday 4pm - 9pm & Saturday 9am - 7pm x2 (24.5 hours)
• Shift 4: Saturday & Sunday 9am - 7pm, Monday 12pm - 9pm & Tuesday 2pm - 9pm (34.5 hours)
• Shift 5: Sunday 9am - 7pm, Monday, Thursday & Friday 4pm - 9pm (24.5 hours)

All the above shifts are 24.5 - 36 hours per week*

Pay Range: £11.99 per hour, increasing to £12.70 once a successful probation period of 6 months has been completed.

An additional £1 per hour is paid when working a weekend shift.

Additionally, Advisors who consistently meet KPI targets have the opportunity for an enhanced pay increase of up to £13.46 per hour.

Upon successful completion of your probationary period, there is a possibility to receive a performance-related bonus of up to 20%.

Location: Onsite, based at our brand new contact centre - Radar Road, Leicester, LE3 1UF , with the opportunity to apply to work from home, in line with our working from policy after a minimum of 6-9 months service (eligibility criteria applies)

Contract: Permanent

Start Date: 16th July 2024

Training: 16th July - 25th July 2024, Mon-Fri 9am-5pm. This will be based at our NEXT Head Office Site at Enderby LE19 4AT.

Conveniently located just 3 miles from the City Centre, near junctions 21 and 21A of the Motorway, our brand new site in Leicester's Radar Road sets the stage for your journey with NEXT Online. Here, our purpose-built Best in Class contact centre is evolving, offering inviting breakout areas including a games room, a modern restaurant, coaching rooms designed for support, and a dedicated learning and development hub. Step into a welcoming and vibrant atmosphere that fosters growth and collaboration with the opportunity to apply to work from home, in line with our working from policy after a minimum of 6-9 months service (eligibility criteria applies)

Working as a vital part of our Credit department, you’ll take on a key role in dealing with customers by phone, email, text message and in writing.

These are unique and exciting Customer Service roles as there are no sale targets; you will purely be measured on the service you deliver so you can completely focus on giving truly outstanding Customer Service. Our call centre in Enderby offers great opportunities for progression and development whether you are starting or continuing your Customer Service careers with the Next Online Credit family.

This is a multi skilled role with a key focus on making decisions on account applications, order and Online card purchases whilst helping to identify fraud.

About the Role:

We are looking for people who are as passionate about Customer Service as we are. We will provide in-depth, full time training to ensure you know everything you need to know to resolve our customer credit enquiries.

Whilst your main role is within Credit, there is the exciting opportunity where the business needs dicates, you will support the Collections & Accounts Investigation (Fraud) department with reasonable notice and training, this is a great chance to become multi skilled in all three areas.

There is also the opportunity to develop towards becoming a Senior Advisor within the department.

You will:

• Use the customer’s information to make a decision on credit allowance and negotiate where necessary.
• Make decisions on applications and Online card purchases.
• Increase and decrease customer credit limits.
• Offer advice and support on credit related matters.
• Perform relevant and appropriate enquiries and investigations on behalf of our customers making sure they have the information they need to make an informed credit decision.
• Undertake all duties in line with the Financial Conduct Authority guidelines.

About You:

• With previous experience in Customer Service, ideally within a call centre or customer facing financial environment, you’ll be a team player with excellent communication skills, working in a fast paced environment.
• You'll be up for a challenge, empathetic and enjoy sorting out customers' problems so they're able to continue to shop with us. You will also be able to build a rapport whilst remaining assertive and resilient.
• You will also have:
• An analytical approach.
• Excellent attention to detail and be extremely self-motivated.
• Outstanding problem solving skills with the ability to provide a range of solutions.
• A clear and confident communicating style.
• Excellent literacy, numeracy and PC skills (excel) with the ability to pick things up quickly.

Benefits:

• Full training and exciting opportunities for further career progression
• Potential overtime to boost your salary
• 25% off a huge selection of Next, Lipsy & Victoria's Secret products
• Company performance based bonus
• Fantastic NEXT Sharesave scheme
• 10% off most partner brands & up to 15% off Branded Beauty
• Early VIP access to sale stock
• Access to fantastic discounts at NEXT Staff Shops
• Access a 24/7 digital GP and other free health and wellbeing services
• Free on-site parking

Who are we?

Next have 4 key areas to our business; Head Office, Warehouse & Distribution, Retail and Contact Centre (Online).

Our Contact Centre teams are immensely passionate about delivery exceptional Customer Service, helping to support our wider teams to resolve any queries or customer may have - and that's why we’re looking for people who have the same enthusiasm to make the shopping experience better for our customers - because it really is the people in our contact centres that make a difference.

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.

All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.

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. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.

*During our peak trading periods you’ll also be required to work additional 4 or 6 hour shifts per week, for up to 20 weeks of the year.

Job Types: Full-time, Part-time, Permanent

Pay: £11.99 per hour

Benefits:

• Company pension
• Employee discount
• Free flu jabs
• Free parking
• Health & wellbeing programme
• On-site parking
• Store discount

Schedule:

• 10 hour shift
• 8 hour shift
• Weekend availability

Supplemental pay types:

• Quarterly bonus

Work Location: In person

Reference ID: 66298
Expected start date: 16/07/2024