Job Introduction
About us
At DFS Group, we’re proud to help people create spaces they love to live in. We’re home to DFS, Sofology, and The Sofa Delivery Company: three brands with their own personalities, brought together by a shared mission.
Behind our brands is a passionate Group team. From Finance and Technology to People, Marketing and Supply Chain, our Group functions power everything we do. They create the foundations that allow our brands to thrive, innovate and grow.
Whether you’re supporting our brands or serving our customers, the mindset that connects us means we expect more of ourselves and each other. It means every customer is our favourite, every voice is valued, and every interaction is one we’re proud of.
When you’re part of a community that shares your way of thinking, the wins feel bigger. The effort feels worth it. It’s a place where people stay because they feel valued, and find room to grow because they’re challenged.
About the role
We are seeking a dedicated and empathetic Customer Support Adviser to join our fun and friendly team. As our new Customer Support Adviser, 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 responsible for
Providing world-class, personalised customer support through multiple channels including inbound/outbound calls,emails, and live chat, ensuring polite, timely, and effective resolution of queries.
Taking full ownership of customer cases, managing them from initial contact through to final resolution or appropriate handover, aiming for first-time resolution wherever possible.
Demonstrating empathy and fairness in all customer interactions, building rapport, managing expectations, and taking accountability for resolving issues.
Accurately assessing customer needs and determining the most appropriate course of action, liaising with internal departments and external partners (e.g. manufacturers, delivery teams) where required.
Proactively managing delivery related queries, including arranging or rescheduling deliveries and communicating with customers regarding updates, delays, or outstanding balances.
Ensuring all customer interactions are clearly and accurately recorded in the appropriate systems, following agreed procedures and data protection policies.
Encouraging and promoting positive customer feedback to enhance brand reputation.
Achieving individual, team, and company KPIs and SLAs through high-quality service delivery.
Staying up to date with team processes, policies, and systems, ensuring compliance in all activities.
Being flexible and adaptive in supporting different areas of customer support to meet business needs and fluctuating demand.
We’re looking for someone who has
Enthusiasm and passion for offering exceptional levels of customer service
The ability to deal with issues in a swift and professional manner
A high level of attention to detail
Organised in working to deadlines
A positive attitude, with confidence in problem solving
A strong team player
The ability to work in line with our values
Great communication skills with a friendly and personable approach
Good computer skills and is literate with strong keyboard skills
A confident warm telephone manner
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
Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running. If the role sounds like it would be a great fit for you and you're confident that it suits you, we'd love you to apply.
Room to grow
Everyone at DFS Group begins with a structured induction designed to help you understand our brands, our culture and how we work together.
From day one, you will have access to our online Learning Hub, filled with digital courses, tools and resources to support your development.
For leaders, we offer virtual workshops focused on building confident, capable leadership. We also run skills-based workshops to strengthen core capabilities across the business.
Colleagues can also undertake nationally recognised qualifications through our apprenticeship programmes, giving you the opportunity to gain external accreditation while you grow your career with us.
Our DFS Group benefits
We believe great work deserves great support. That’s why we offer benefits that help you grow, feel looked after, and enjoy life beyond work. Here’s what we have to offer:
22 days holiday, plus the option to buy up to 5 more
Enhanced family leave, with up to 20 weeks at 90% pay after one year, or 10 weeks at 90% if you’ve been with us less than a year
Health cash plan from £2 a month, with everyday cashback
Employee Assistance Programme for support when you need it
Extras like flu vouchers, menopause support and health check
Pension with company contributions
Life assurance for peace of mind
Sharesave scheme to save each month and invest in our future
Structured induction from day one
Access to our Learning Hub and skills workshops
Leadership development and apprenticeship programmes
30% colleague discount, plus 15% for friends and family, three times a year
Discounts and cashback at hundreds of retailers
SmartTech scheme to buy tech up to £1,000 through salary sacrifice
Cycle to Work scheme for bikes and accessories up to £1,500
Electric vehicle lease scheme with Octopus to help you save and reduce your impact
One paid volunteering day each year
Equal opportunities
We’re proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve and makes room for different backgrounds, perspectives and experiences.
We turn that commitment into action through colleague networks, trusted partnerships and recognised accessibility initiatives such as the Hidden Disabilities Sunflower.
If your experience does not quite match every part of the role, we’d still love to hear from you.
If you need any adjustments or additional support during the application process, please contact our Talent Team at [email protected] and we will be happy to help.