Regulatory Complaint Handler

Rate of pay: 14.6615.50 per hour (Annual Est. 27400)

Shift 1: Tuesday-Friday 09:00-17:00 Saturday 09:00-16:45(36 hours per week)

Shift 2: Tuesday 09:00-17:00 Wednesday 09:00-16:45 Thursday-Saturday 9:00-17:00 (36 hours per week)

Peak periods: During our peak trading periods youll also be required to work an additional 4 hours per week for up to 20 weeks of the year.

Location:Desford Road Enderby Leicester LE19 4AT

Training:X4 weeks of in-house training Monday-Friday 9-5.

Are you someone who thrives on helping people and making a real difference As a Regulated Complaint Handler in our Customer Escalations Team youll be part of a small friendly team dedicated to resolving customer complaints with care and professionalism.

In this role youll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. Youll have the freedom to use your initiative supported by colleagues who are always ready to offer guidance and support. This is more than just a job. Its an opportunity to advance your career in a dynamic department and make a lasting impact.

A day in the life:

• Investigate & Resolve: Handle regulated customer complaints by investigating account histories liaising with relevant teams and resolving disputes relating to credits billing and lending within agreed timescales.
• Build Relationships: Navigate sensitive financial discussions with empathy turning complex complaints into positive experiences for customers.
• Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
• Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads ensuring deadlines are met.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language ensuring clarity and fairness in every outcome.

What Youll Take on

You will deal with a variety of complaints to name a few:

• Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
• Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
• Account Credits: Investigating cases where returns havent been credited or refunds are outstanding.
• Logistics & Service:Resolving issues where failed collections or missing items have impacted a customers financial account.

Whats in it for me

• Competitive Pay: Earn up to16.99 per hour.
• Quality over Quantity: We haveno productivity targets. We want you to focus on theright resolution for the customer not just the fastest one.
• Career Growth: Develop high-level conflict resolution and financial 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 were looking for:

You are a self-motivated professional with a can-do attitude and a passion for customer satisfaction. Youll need:

• Experience: Previous experience in a regulated customer service/ complaint-handling environment within an FCA-regulated sector such asbanking financial services or energy.
• 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 tight deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

Whats Next

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 youll 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.

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.

Diversity Equity and Inclusion at NEXT

We are building an inclusive inspiring workplace where everyone is respected and supported to reach their full potential. Our employee-led communities celebrate our diverse culture while strategic partnerships help us foster wellbeing for everyone.

Discover how we are creating a more connected and inclusive place to work. note: We review applications on an ongoing basis and roles may be filled before the closing date. We therefore encourage you to apply as early as possible.