Regulatory Complaint Handler

NEXT PLC; Leicester; On-site; GBP 20,000 - 21,000; Full time

Benefits offered by this job

Competitive pay

No productivity targets

Career growth

Collaborative culture

Job summary

NEXT plc is seeking a Regulated Complaint Handler to join our Customer Escalations Team in the UK. You will investigate regulated customer complaints, liaise with internal teams, and resolve disputes within agreed timescales while delivering clear, empathetic communication.

You will influence process improvements, manage cases with a diary system, and undergo in-house training. The role requires FCA-regulated sector experience, strong communication, resilience, and the ability to work in a

Qualifications

• Experience in a regulated customer service/complaint-handling environment.
• Experience in FCA-regulated sectors such as banking, financial services, or energy.
• Strong written and verbal communication skills.
• Excellent organisation and ability to meet deadlines.
• Resilience and calm problem-solving in a dynamic environment.

Responsibilities

• Investigate regulated customer complaints by reviewing account histories and liaising with teams to resolve disputes.
• Empathically navigate financial discussions to create positive customer experiences.
• Identify root causes and suggest process improvements to enhance service quality.
• Manage cases with a diary system to organise workloads and meet deadlines.
• Write and speak clearly with professional language to communicate outcomes.

Skills

Regulated complaint handling

Communication

Organisation

Resilience

Job description

Rate of pay: £14.66-£15.50 per hour (Annual Est. £27,400)

Shift 1: Monday 08:00-16:30, Tuesday-Thursday 08:00-16:00, Sunday 10:00-17:00 (36 hours per week) Permanent

Shift 2: Monday 10:00-18:00, Tuesday-Thursday 08:00-16:00, Sunday 10:00-17:00 (36 hours per week) Permanent

Shift 3: : Monday 08:00-18:00, Tuesday-Thursday 09:00-17:00, Sunday 10:00-17:00 (36 hours per week) Permanent

Shift 4: Monday 09:30-17:30, Tuesday-Thursday 09:00-17:00, Sunday 10:00-17:00 (36 hours per week) Permanent

Shift 5: Tuesday 10:00-18:00, Wednesday 10:00-17:45, Thursday-Saturday 10:00-18:00 (36 hours per week) Permanent

Shift 6: Tuesday 10:00-18:00, Wednesday 10:00-17:45, Thursday-Saturday 10:00-18:00 (36 hours per week) Permanent

Peak periods: During our peak trading periods, you'll also be required to work an additional 4 hours per week, for up to 20 weeks of the year.

Training: X4 weeks of in-house training, Monday-Friday 9-5.

Are you someone who thrives on helping people and making a real difference? As a Regulated Complaint Handler in our Customer Escalations Team, you'll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.

In this role, you'll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. You'll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance and support. This is more than just a job. It's an opportunity to advance your career in a dynamic department and make a lasting impact.

A day in the life

• Investigate & Resolve: Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
• Build Relationships: Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
• Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
• Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads, ensuring deadlines are met.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.

What You'll Take on

You will deal with a variety of complaints, to name a few:

• Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
• Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
• Account Credits: Investigating cases where returns haven't been credited or refunds are outstanding.
• Logistics & Service: Resolving issues where failed collections or missing items have impacted a customer's financial account.

What's in it for me?

• Competitive Pay: Earn up to £16.99 per hour.
• Quality over Quantity: We have no productivity targets. We want you to focus on the right resolution for the customer, not just the fastest one.
• Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement.
• Culture: Work in a collaborative, fast-paced department where help is always at hand.

What You'll Bring

You are a self-motivated professional with a "can-do" attitude and a passion for customer satisfaction. You'll need:

• Experience: Previous experience in a regulated customer service/ complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
• Communication: The ability to write and speak with clarity, empathy, and attention to detail, especially when representing our senior leadership.
• Organisation: The skill to prioritise a busy workload and meet tight deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

What's Next?

Our recruitment process consists of two stages. First, an initial telephone interview to learn about your experience and suitability. If successful, you will be invited on-site to complete a letter-writing assessment where you'll demonstrate your written communication skills through a customer response task. Should you pass the assessment on the day, you will immediately proceed to a face-to-face interview focused on competency-based questions to discuss your skills and how you handle real-world challenges.

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.

Diversity, Equity and Inclusion at NEXT

We are building an inclusive, inspiring workplace where everyone is respected and supported to reach their full potential. Our employee-led communities celebrate our diverse culture, while strategic partnerships help us foster wellbeing for everyone.

Discover how we are creating a more connected and inclusive place to work. https://careers.next.co.uk/life

* Please note: We review applications on an ongoing basis, and roles may be filled before the closing date. We therefore encourage you to apply as early as possible.