Customer Support Advisor

What you'll be doing

• Receive incoming queries from customers over email, telephone, live chat and make outgoing calls, resolving customer issues in a timely, effective, and polite manner.
• Treat all customers fairly and with empathy, taking responsibility and finding resolutions to their issues, aiming for a first-time fix.
• Taking time to fully understand the query and finding the most appropriate course of action.
• Building rapport with customers and managing their expectations in line with company procedures and SLAs.
• Work cross functionally with internal departments, where required to ensure the best resolution.
• Keep up-to-date with and follow Central Customer Support team processes and procedures.
• Deliver a world class customer experience on each and every interaction.
• Opportunity to up-skill to working in different areas of customer support to support customer demand.

The role is for you if...

• You can provide an exceptional level of customer service. 
• Ability to professionally manage customer issues effectively and through to completion
• You have excellent attention to detail and are able to follow process’ (internal/regulatory)
• You have a positive attitude, are a problem solver and enjoy working in a team
• You are a brand ambassador and are able to work in line with our values, Think Customer, Aim High, Be Real
• Great communication skills (verbal and written) with a friendly and personable approach and excellent telephone manner
• Computer literate 
• Strong skills in written English and punctuation as you will be communicating with our customers via live chat and email
• Previous customer service experience 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