Customer Service Advisor

Diane Sykes; Doncaster; On-site; GBP 21,000 - 27,000; Full time

Job summary

NEXT in Doncaster is seeking Customer Service Advisors to join our Online Home team. You’ll support customers with furniture queries across phone, email, live chat and WhatsApp, delivering friendly, helpful service without sales pressure.

You’ll receive three weeks of onsite onboarding and ongoing mentoring as you transition to online support, with a customer-first mindset and a bias for clear, constructive communication.

Responsibilities

• Handle inquiries across channels including phone, email, live chat, and WhatsApp.
• Provide solutions with autonomy and decisive resolution across cases.
• Resolve issues promptly to a positive resolution and maintain customer trust.

Job description

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

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 BringCustomer-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!