Customer Support Advisor

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.

It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969. 

We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’. 

Are you ready to make yourself at DFS?

• 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 andSLAs.
• 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.

• 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

• Progression and Development opportunities to grow your skills
• A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
• Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year! 
• Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
• Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more. 
• Discounted Gym and Cinema memberships to help you unwind
• Group Pension Scheme
• Group Sharesave Scheme
• Life Assurance & Company Sick Pay
• Full comprehensive training 
• Paid days to volunteer each year

Any offer is subject to references & DBS Checks