Regulatory Complaint Specialist – Customer Escalations

NEXT plc; Leicester; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

In-house training

Job summary

NEXT plc in Leicester is seeking a Regulated Complaint Handler for the Customer Escalations Team. You will investigate, resolve and respond to complex complaints with care, ensuring compliance with FCA regulations and internal standards. You’ll influence processes while delivering respectful, precise outcomes for customers.

You’ll join a small, dedicated team, with in-house training and opportunities to advance within a dynamic department, contributing to improved service for all customers.

Qualifications

• Experience in a regulated customer service environment, preferably FCA-regulated sector.
• Clear written and verbal communication with empathy and precision.
• Ability to prioritise a busy workload and meet deadlines.
• Calm, resilient approach to problem-solving in a dynamic setting.

Responsibilities

• Investigate and resolve regulated customer complaints by reviewing histories and liaising with teams.
• Build relationships with customers by handling sensitive discussions empathetically.
• Identify root causes and suggest improvements to processes.
• Plan and prioritise cases using a diary system to meet deadlines.
• Communicate clearly with customers in a professional yet approachable manner.

Skills

Regulated customer service experience

Communication

Organization

Resilience

Job description

NEXT plc in Leicester is seeking a Regulated Complaint Handler for the Customer Escalations Team. You will investigate, resolve and respond to complex complaints with care, ensuring compliance with FCA regulations and internal standards. You’ll influence processes while delivering respectful, precise outcomes for customers.

You’ll join a small, dedicated team, with in-house training and opportunities to advance within a dynamic department, contributing to improved service for all customers.