Rate of pay/Salary: £11.62
Shifts:
- Sunday 9am - 7pm, Monday - Tuesday 12.00pm - 9pm & Thursday 11pm - 9pm
- Monday 11am - 9pm, Thursday - Friday 12pm - 9pm & Saturday 9am - 7pm
- Thursday & Friday 9am - 6pm & Saturday & Sunday 8am - 6pm
- Monday 1.15pm - 9pm, Tuesday to Friday 1pm - 9pm
- Saturday 9am - 7pm, Monday 11am - 9pm, Tuesday & Wednesday 12pm - 9pm
Location: Radar Road, Leicester.
Contract: Permanent
Training: 27th May - 14th June 2024, Mon-Fri 9am-5pm. This will be discussed further at the interview.
Office based
Working as a vital part in our Accounts Investigation (Fraud) Team you will identify fraud and resolve queries relating to claims to prevent financial loss. You’ll take on a key role in dealing with customers by phone, email, live chat, text message and in writing.
These are unique and exciting customer service roles as there are no sales 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 at Radar Road offers great opportunities for progression and development whether you are starting or continuing your customer service careers with the Next Online Fraud family.
This is a multi-skilled role with a key focus identifying and stopping fraudulent activity.
What you'll be doing
We're very customer focused and the environment is fast paced - you'll adapt each call and tailor it to that customer whilst thinking on your feet. You will be taking on a key role in dealing with our customer to identify fraudulent activity alongside undertaking duties regarding claims of fraud to prevent financial loss to the customer and the company. This will require assisting customers with financial loss to their Next Pay account/card, while offering advice and support on fraud related matters. Tasks include performing relevant and appropriate enquiries and investigations on behalf of our customers making sure they have the information they need to make an informed decision.
There are various systems to help deal with these calls which we will give you full training on. You'll primarily be speaking to our UK-based customers whilst undertaking all duties in line with the Financial Conduct Authority (FCA) guidelines on each call.
Who are we looking for?
We are looking for people who are as passionate about customer service as we are. Who have excellent attention to detail, are extremely self-motivated, are confident decision makers, and have strong literacy skills. We will provide in-depth, full time training to ensure you know everything you need to know to resolve our customer fraud enquiries.
Whilst your main role is within Accounts Investigation, there is the exciting opportunity where the business needs dictates, you will support the Collections & Credit department with reasonable notice and training, this is a great chance to become multi skilled in all three areas.
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.
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