Home Customer Service Advisor

New Year, New Career! Join the NEXT Online Home Team!

Are you ready to help customers bring their dream homes to life? We're searching for dedicated Customer Service Advisors to join our Home department team at NEXT Online in Doncaster.

Job Title: Home Customer Service Advisor

Pay: Starting at £13.29 per hour. You'll also earn an extra £1 per hour for weekend shifts! Plus, you could earn up to 20% more through our quarterly performance bonus when you achieve high performance targets.

Shifts: 33.25 Hours per week

4 Days on and 4 days off Rota. 10 am–8 pm Weekdays & 9 am–7 pm Weekends.

Shift allocations are assigned based on availability.

Location: Onsite, Doncaster Contact Centre (Armthorpe, DN3)

Start Date: Monday 11th January 2027

Training: 11th Jan – 29th Jan 2027 (Monday–Friday 9 am–5 pm), followed by 3 weeks of shift-time coaching until 21st February 2027. Full attendance during training is required.

During peak trading periods (up to 20 weeks annually), colleagues work one additional 4-hour shift per week. These shifts are scheduled in advance and fully compensated.

The Role

NEXT reaches a global community of over 8 million customers. As our Home department expands, we are looking for Customer Service Advisors to join our Doncaster team.

In this role, you will handle furniture queries and escalations, providing dependable resolutions that ensure customers feel supported from start to finish. You’ll be part of a knowledgeable, collaborative team dedicated to ensuring every customer feels heard and valued.

What You’ll Do

You will focus on delivering high-quality, helpful service without sales pressure. You will have the autonomy to make decisions and provide solutions across phone, email, live chat, and WhatsApp.

• Manage a variety of customer inquiries, from product questions to after-sales support.
• Resolve issues promptly and effectively, ensuring every query concludes with a positive resolution.
• Think constructively on your feet to turn challenging situations into great customer experiences.

We invest in your development from day one:

• Comprehensive Training: Three weeks of structured onsite onboarding focused on retail support, followed by individual coaching.

• Ongoing Guidance: Continued mentoring from experienced team managers as you transition into online support.

What You’ll Bring

• Customer-First Focus: A thoughtful approach to understanding customer needs and finding fair resolutions.
• Clear Communication: Professional, open, and engaging verbal and written skills.
• Problem-Solving & Initiative: A calm, proactive approach under pressure, managing cases through to complete resolution.
• Team Collaboration: Readiness to share insights and work closely with colleagues.
• Digital Skills: Confidence navigating computer systems and digital communication tools.

If you are a thoughtful decision-maker looking to build your career with us, we would love to hear from you!

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!