This week we were joined on the Life at NEXT podcast by Kate, who spoke to us about how NEXT champions customer care, supports vulnerable shoppers, and creates incredible career opportunities.

0:00 Podcast Welcome and Introduction
0:25 Kate’s 18-Year Journey at Next
1:05 Role in Escalated Complaints
2:15 What Is the Frontline Team?
3:20 From Letters to WhatsApp: Tech Evolution in Customer Service
5:15 Quick Resolutions for a Fast-Paced World
6:20 The Challenges and Rewards of Escalated Complaints
8:00 Building Trust Through Resolutions
9:15 Traits Needed for Success in Escalated Complaints
10:25 Staying at Next: 18 Years of Growth and Connection
11:10 Innovation in Complaint Handling with AI
12:04 Understanding Vulnerable Customers
14:27 What Defines Vulnerability?
16:42 Accessibility for All
19:08 Compassionate Customer Support
21:36 Career Growth at Next
23:18 Building Relationships and Networks

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