<!-- Introduction --><div class="feature-text"><h2> Your new role</h2><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">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.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Fixed term contract for 12 months&nbsp;</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Currently working 1 in 3 weekends&nbsp;</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Hybrid after initial training period (3 office days, 2 WFH)</p></div><!-- Responsibilities --><div><h3>What you'll be doing</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">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.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">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.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Demonstrate empathy and fairness in all customer interactions, building rapport, managing expectations, and taking accountability for resolving issues.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">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.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Proactively manage delivery related queries, including arranging or rescheduling deliveries and communicating with customers regarding updates, delays, or outstanding balances.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Ensure all customer interactions are clearly and accurately recorded in the appropriate systems, following agreed procedures and data protection policies.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Encourage and promote positive customer feedback to enhance brand reputation.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Achieve individual, team, and company KPIs and SLAs through high-quality service delivery.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Stay up to date with team processes, policies, and systems, ensuring compliance in all activities.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Be flexible and adaptable in supporting different areas of customer support to meet business needs and fluctuating demand.</li></ul></div><!-- Ideal Candidate --><div><h3>The role is for you if...</h3><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">In an ideal world you will..</p><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Possess enthusiasm and passion for offering exceptional levels of customer service</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Ability to deal with issues in a swift and professional manner</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">A high level of attention to detail</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Ensuring compliance at all times with internal policies / procedures and regulatory requirements</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Organised in working to deadlines</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Positive attitude, with confidence in problem solving</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">A strong team player</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Able to work in line with our values</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Display a positive brand at all times</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Great communication skills with a friendly and personable approach</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Computer literate with strong keyboard skills</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Confident warm telephone manner</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Possess strong skills in written English and punctuation as you will be communicating with our customers via live chat and email</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Experience of using Zendesk preferred but not essential</p></li></ul></div><!-- Package Description --><div><h3>About DFS</h3><p style="font-size:inherit;">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.</p><p style="font-size:inherit;">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.</p><p style="font-size:inherit;"><br></p><p style="font-size:inherit;">Everyone Welcome</p><p style="font-size:inherit;">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.&nbsp;</p><p style="font-size:inherit;">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</p><p style="font-size:inherit;"><br></p></div><!-- About the Company --><div><h3>DFS Benefits</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Growth and Training: Learn new skills and develop your career with us</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">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</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">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</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Pension and Savings: Join our Group Pension and Sharesave schemes</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Life Assurance &amp; Sick Pay: Peace of mind with Life Assurance and Company Sick Pay</li></ul></div><!-- Apply Button --><a href="https://apply.dfscareers.co.uk/members/?j=2714&amp;lang=en&amp;" class="btn btn-apply apply_bottom">Apply<i class="fas fa-chevron-right"></i></a>