Customer Service Representative

Total Platform - Customer Service Advisor – D2 Contact Centre, Armthorpe, Doncaster DN3 3FQ

Shift:

We operate a 4 on 4 off rota and your hours will be 33.25 hours per week*
Shift 1: 8am - 6pm*

Salary:

Base pay is £11.62-£11.99** per hour plus an additional £1 per hour when working weekends.

Location:

Onsite, based in Armthorpe, Doncaster with the opportunity to apply to work from home, in line with our working from policy after a minimum of 6-9 months service.

Benefits:
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 offering up to 75% discount
Canteen with great food at amazing prices
Access a 24/7 digital GP and other free health and wellbeing services
Paid full-time training and exciting opportunities for further career progression
Potential overtime to boost your salary

About the Role
Total Platform is one of our newest, most exciting ventures. We currently stock over 750 brands on our website and also provide customer service for some of those. It's a growing department which launched in 2022 at our hub in the Doncaster contact centre.
Some of the brands that we help include Victoria's Secret, Reiss, Gap and our newest partner FatFace - you will be multi-handling calls for all of these brands.
If you've ever dreamed of working in customer service with no sales targets, then this could be the job for you! We regularly handle approximately 8500 contacts a week and you're purely measured on the service you deliver - there are standard KPIs and SLAs you'll need to achieve and you can also monitor your own performance so you know you're on track to deliver outstanding customer service.
The kinds of calls we take are front line contacts and we also deal with branded goods, soft furnishings, personalised and beauty items.

You will:
Manage a high volume of queries in a calm and confident manner
Deliver exceptional service by exceeding expectations to resolve customer queries whilst hitting Key Performance Indicators and Service Level Agreements
Maintain transparency with customers while fostering strong relationships
Navigate through multiple computer systems and collaborate with other teams within NEXT as needed
Deliver essential customer support

About You
We are looking for people who are as passionate about customer service as we are and who can provide excellent service through listening and engaging with our customers. You'll interact with customers through calls, emails, and web chats, so possessing computer literacy and excellent communication skills is essential.
While previous contact centre experience is preferred, we welcome applications from individuals with backgrounds in retail, hospitality, and the care sector. We offer comprehensive training lasting 3 to 4 weeks to ensure you're well-prepared for the role.

What Next?
Click the apply button now to start your application. If you match our criteria we will be in touch to arrange a telephone interview to find out more about your work experience and more about you as a person.

All successful applicants must complete a DBS and credit check, provided by NEXT.
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 NEXT sponsorship

*During our peak trading periods you’ll also be required to work additional 4 hour shifts per week, for up to 20 weeks of the year.
**Upon successful completion of your probationary period, there is a possibility to earn a performance-related bonus of up to 20%. Additionally, Customer Service Advisors who consistently meet KPI targets have the opportunity for an enhanced pay increase of up to £11.99 per hour.