Your new role
We are seeking a dedicated and empathetic Customer Support Advisor to join our fun and friendly team. As our new Customer Support Advisor, you will act as the front line of our company, providing assistance and guidance to our customers regarding products, services, inquiries, and issues they may encounter. Your primary objective will be to ensure customer satisfaction by delivering prompt, efficient, and personalised support.
Fixed term contract for 12 months
Currently working 1 in 3 weekends
Hybrid after initial training period (3 office days, 2 WFH)
What you'll be doing
- Provide world-class, personalised customer support through multiple channels including inbound/outbound calls,emails, and live chat, ensuring polite, timely, and effective resolution of queries.
- Take full ownership of customer cases, managing them from initial contact through to final resolution or appropriate handover, aiming for first-time resolution wherever possible.
- Demonstrate empathy and fairness in all customer interactions, building rapport, managing expectations, and taking accountability for resolving issues.
- Accurately assess customer needs and determine the most appropriate course of action, liaising with internal departments and external partners (e.g. manufacturers, delivery teams) where required.
- Proactively manage delivery related queries, including arranging or rescheduling deliveries and communicating with customers regarding updates, delays, or outstanding balances.
- Ensure all customer interactions are clearly and accurately recorded in the appropriate systems, following agreed procedures and data protection policies.
- Encourage and promote positive customer feedback to enhance brand reputation.
- Achieve individual, team, and company KPIs and SLAs through high-quality service delivery.
- Stay up to date with team processes, policies, and systems, ensuring compliance in all activities.
- Be flexible and adaptable in supporting different areas of customer support to meet business needs and fluctuating demand.
The role is for you if...
In an ideal world you will..
- Possess enthusiasm and passion for offering exceptional levels of customer service
- Ability to deal with issues in a swift and professional manner
- A high level of attention to detail
- Ensuring compliance at all times with internal policies / procedures and regulatory requirements
- Organised in working to deadlines
- Positive attitude, with confidence in problem solving
- A strong team player
- Able to work in line with our values
- Display a positive brand at all times
- Great communication skills with a friendly and personable approach
- Computer literate with strong keyboard skills
Confident warm telephone manner
Possess strong skills in written English and punctuation as you will be communicating with our customers via live chat and email
Experience of using Zendesk preferred but not essential
About DFS
We’re home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.
At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.
Everyone Welcome
Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.
We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you
DFS Benefits
- Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it
- Growth and Training: Learn new skills and develop your career with us
- Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year
- Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury’s, ASOS, and IKEA
- Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships
- Pension and Savings: Join our Group Pension and Sharesave schemes
- Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay