Customer Service Advisor

• Weekly Contracted Hours: 33.25
• Contract Type: Perm
• Hourly Rate: 12.90

Salary: £12.90 per hour (plus £1 per hour weekend premium)*

*Upon successful completion of your probationary period, there is a possibility to receive a performance-related quarterly bonus of up to 20%. Additionally, advisors who consistently meet KPI targets have the opportunity for an enhanced pay.

Shifts: 4 days on, 4 days off 8am-6pm, 33.25 hours p/w.**

**All shifts include flex up hours.

Start date: 19th October 2026

Location: Onsite, based at our contact centre - Doncaster, DN3.

Training: Monday 19th Oct - Friday 6th Nov 2026 (Mon - Fri, 9am - 5pm)

You must be able to commit to the full training and coaching period to be considered for the role.

**During our peak trading periods (up to 20 weeks throughout the year), you’ll also be required to work one additional 4 hour shift per week in order to better service our customers' needs. This is paid additionally and is booked in advance to maintain a smooth and organised schedule for our employees!

The Role

Take it on with a team that’s evolving.

Since launching in 2022, Total Platform has become our fastest-growing department. We manage the end-to-end customer experience for seven iconic brands, including Victoria’s Secret, FatFace, Reiss, and Gap. We are looking for quick-thinking team players to join us in delivering reliable, high-quality service to a global community.

As a Customer Service Advisor, you are the knowledgeable voice of our brands. We believe in the power of real conversations, which is why you won’t find pushy sales or restrictive scripts here. Instead, you will use your expertise to solve problems and ensure every individual feels valued.

You will join a supportive group of 13 to 15 colleagues. Together, the department handles around 11,500 queries a week across calls, emails, and web chats. At NEXT, we don’t stand still. We work at pace to serve over 8 million customers globally, pushing boundaries to improve the experience every day.

We provide three weeks of full-time training to ensure you become a specialist within the Total Platform operations. We build on success and learn from every challenge, giving you the tools to grow your career within a business that wants you to succeed.

What you'll take on

• Make it happen: Manage a high volume of interactions with a calm and positive mindset.
• Always think customer: Provide helpful support that reflects the quality of the NEXT brand.
• Keep it real: Communicate with honesty, clarity, and respect.
• Push the boundaries: Use our systems to investigate queries and find the best solutions for our global community and brands.
• Invite collaboration: Work with colleagues across the business to resolve issues quickly.

What you'll bring

We are looking for people who are honest and ready to learn. You do not need previous contact centre experience to succeed here. We value the communication and people skills you have developed in sectors like retail, hospitality, or care.

We are looking for colleagues who are:

• Clear communicators You are comfortable helping people over the phone and in writing.
• Resilient You can think on your feet and stay calm in a fast-paced environment.
• Adaptable You are ready to learn new systems and use our digital tools to find solutions.
• Reliable You are a dedicated team player who takes responsibility for your work.

Our benefits

We believe that being part of NEXT should be rewarding in more than one way. When you join our Enquiries team, you can access a range of benefits designed to support your lifestyle and your future. This includes a generous staff discount on most NEXT products, as well as a selection of partner brands, which you can use both in-store and through our Online site. You will also have the opportunity to join our pension scheme and participate in our sharesave programme, allowing you to share in the success of the business. From wellbeing support to exclusive discounts, we ensure our colleagues feel valued for the purposeful work they do every day.

Please note: The shifts currently advertised are accurate. As our recruitment progresses, we may need to make adjustments to the shifts advertised. We will keep you informed of any updates throughout the process.

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.

About Us

You know Next, but did you know we’re a FTSE-100 retail company employing over 44,000 people across the Next group. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 450 stores, plus the Next Online and it’s now possible to buy on-line from over 80 countries around the world! So we’ve gone global!