About Company
Next is a leading British retailer offering stylish clothing, footwear, accessories, and home products. With a rich heritage spanning decades, Next has established itself as a beloved brand known for quality, value, and exceptional customer service. We operate through a vast network of stores, a popular online platform, and catalogue operations, serving millions of customers across the UK and internationally. At Next, we believe our people are our greatest asset, fostering a dynamic and supportive environment where innovation and customer satisfaction are at the core of everything we do. Joining Next means becoming part of a diverse and inclusive team committed to delivering an outstanding shopping experience, whether online or in-store. We are dedicated to nurturing talent, offering opportunities for growth, and celebrating individual contributions within our vibrant retail landscape.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced environment and excel at building rapport, all from the comfort of your own home? Next Retail Ltd. is seeking a dedicated and empathetic Remote Customer Liaison Advisor to join our award-winning customer service team based in Leicester, England. This full-time role offers the flexibility of remote work, allowing you to connect with our valued customers and resolve their queries with professionalism and a smile, without the daily commute.
In this vital role, you will be the friendly voice and helpful guide for our customers, assisting them with a wide range of enquiries related to orders, products, deliveries, and general account information. You will act as a primary point of contact, ensuring every interaction is positive, efficient, and reflects the high standards of the Next brand. Your ability to listen actively, understand customer needs, and provide clear, concise solutions will be paramount. We are looking for individuals who can work autonomously, manage their time effectively, and maintain a high level of performance in a remote setting. If you’re passionate about making a difference to customer experiences and are eager to contribute to a leading retail brand, we invite you to apply. Full training will be provided to ensure you have all the tools and knowledge to succeed.
Key Responsibilities
- Serve as the primary point of contact for customer enquiries via phone, email, and live chat, resolving issues efficiently and effectively.
- Provide accurate information regarding products, orders, deliveries, returns, and exchanges.
- Handle customer complaints and provide appropriate solutions and alternatives within set time limits, following company guidelines.
- Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
- Identify and assess customers’ needs to achieve satisfaction and build lasting relationships.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Meet and exceed individual and team performance targets and key performance indicators (KPIs).
- Stay up-to-date with product knowledge, company policies, and service changes.
- Adhere to company procedures, guidelines, and quality standards in all interactions.
- Maintain a professional and positive attitude, representing the Next brand with excellence at all times.
Required Skills
- Excellent verbal and written communication skills.
- Proven experience in a customer service or customer-facing role (minimum 12 months).
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and CRM software.
- Ability to work independently and manage time effectively in a remote environment.
- High level of empathy and a patient, customer-centric approach.
- Reliable high-speed internet connection and a dedicated quiet workspace.
- Adaptability and ability to handle various customer queries and situations calmly.
Preferred Qualifications
- Previous experience in a remote customer service role.
- Experience within the retail industry.
- Familiarity with Next products and services.
- Proficiency in multiple languages is a plus, but not essential.
- GCSEs Grade C/4 or above in English and Maths, or equivalent.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous staff discount on Next products.
- Contributory pension scheme.
- Life assurance.
- Employee assistance programme.
- Opportunities for career progression and development within a leading retail brand.
- Access to a wide range of exclusive discounts and benefits portal.
- Flexible remote working options.
- Full training and ongoing support provided.
How to Apply
Ready to make a difference as a Remote Customer Liaison Advisor? We encourage you to click on the link below to view the full job description and submit your application directly through the Next Careers portal. Please ensure your CV highlights your relevant customer service experience and your ability to thrive in a remote work setting.