Customer Service Advisor - Fraud Leicester, England
Job description
Come and join our NEXT Fraud Team! Due to our continued and exciting growth we have a number of new opportunities!
Customer Service Advisor - Accounts Investigaton Team
Salary: Base pay £10.88 per hour (£20,367.36 per annum pro rata for part time roles )
Plus an additional £1 per hour for working weekends + performance bonus of up to 6% per year paid quarterly. After successful completion of your probation period this will increase to £11.33 per Hour. This increases to £12.47 per hour once you have met a certain skill set within the role.
Location: Onsite based in our Contact Centre in Enderby Leicester LE19 4AT
Shifts: Various - please see job advert
Benefits:
- Full training and exciting opportunities for further career progression
- Free onsite parking
- Restaurants with great food at amazing prices
- Optional overtime to boost your salary
- Onsite staff shops with NEXT and branded clothes discounted by up to 75%
- Great pension scheme
- 25% discount on all NEXT merchandise
- Fantastic NEXT sharesave scheme
- An opportunity to enhance your salary through our competitive bonus scheme!
For full details on our benefits package head over to our careers site www.careers.next.co.uk.
Shifts:
Shift 1: Wednesday & Thursday 12pm - 9pm, Friday & Saturday 8am - 6pm
Shift 2: Sunday 9am - 7pm, Monday 8am - 6pm, Tuesday & Wednesday 12pm - 9pm
Shift 3: Monday to Thursday 1pm - 9pm, Friday 1.15pm - 9pm
Shift 4: Wednesday & Thursday 12pm - 9pm, Friday & Saturday 8am - 6pm
Shift 5: Sunday 10am - 7pm, Monday 12pm - 9pm, Wednesday & Thursday 11am - 9pm
Shift 6: Wednesday & Thursday 12pm - 9pmFriday 11am - 9pm, Saturday 9am - 7pm,
Please note all shifts are on a first come, first served basis.
About the Role:
Working in our Accounts Investigation (Fraud) Team you will identify fraud and resolve queries relating to claims to prevent financial loss. You’ll take on a key role in dealing with customers by phone, email, text message and in writing. You'll be up for a challenge, and enjoy sorting out customers' problems so they're able to continue to shop with us. You will also be able to build a rapport whilst remaining assertive and resilient and empathetic.
This is a unique and exciting customer service role as there are no sales targets; you’ll purely be measured on the service you deliver so you can focus entirely on giving truly outstanding customer service. This is a multi-skilled role with a key focus identifying and stopping fraudulent activity.
Whilst your main role is within Accounts Investigation, there is the exciting opportunity where the business needs dicates, you will support the Collections & Credit department with reasonable notice and training, this is a great chance to become multi skilled in all three areas.
We provide 4 weeks of in-depth, paid training to ensure you know everything you need to know to resolve our customer enquiries.
About you:
We are looking for people who are as passionate about customer service as we are. With previous experience in customer service, ideally within a contact centre or FCA background, you’ll be a team player with excellent communication skills, working in a fast paced environment.
You will:
- Undertake duties regarding claims of fraud to prevent financial loss to the customer and the company.
- Have an analytical approach enabling you to investigate fraud by gathering information and liaising with multiple departments.
- Assist customers with financial loss to their Next Pay account/card.
- Offer advice and support on fraud related matters.
- Perform relevant and appropriate enquiries and investigations on behalf of our customers making sure they have the information they need to make an informed decision.
- Undertake all duties in line with the Financial Conduct Authority guidelines.
- Have excellent attention to detail and be extremely self-motivated.
- Be a confident decision maker who takes full accountability for their actions.
- Have outstanding problem solving skills with the ability to provide a range of solutions.
- Have excellent literacy, numeracy and PC skills (excel) with the ability to pick things up quickly.
About NEXT:
You know NEXT, but did you know we’re a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 540 stores, plus the NEXT Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!
What's Next?
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch to arrange a telephone interview to find out more about your job history and more about you as a person.
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 within the last 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
Job Types: Full-time, Permanent
Salary: £10.88 per hour
Benefits:
- Company pension
- Employee discount
- On-site parking
- Wellness programme
Schedule:
- 8 hour shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Performance bonus
- Quarterly bonus
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: One location
Application deadline: 17/04/2023
Reference ID: P5 AIT #NextLeicester
Expected start date: 17/04/2023
