retail sales associate

sales assistant

retail advisor

deputy manager

customer service representative

Sofology

The worst team I've ever worked with - Sofology Customer Service. I've been in the Contact Centre and Customer Service Industry for almost two decades so I think it is safe (modesty aside) to say I know what "real customer service" is. Sofology's is way beyond acceptable. 
Don't be fooled by all the great things you hear about their values and culture. The training (if you could even call it training) was very sub-standard. You ask question because you want to learn and then you're told, "stick to the simple cases coz this will just make your head spin." (But what is the point of learning? - LOL) So you don't really get much. When you are put on the floor live, often times, you would not know half of the thing the customer us talking about because you've not really been taught anything. It seems a norm in their team. You are advised to put the customer on hold, ask help from someone - often that person is helping an individual and there are 2 or 3 others waiting for help before you - like seriously?!! So well, yes, you'd end up putting customers on very unnecessary hold just to help them - would have been a very easy job had you been given the proper training. Management wants you to answer as many calls as you can, but don't even give you the proper support. No complete disclosure of everything e.g. your individual KPIs. performance, etc. Nothing at all. And they expect you to be perfect at everything you do. You ask questions to managers and they would often just be read - no reply. But when they want something from you - like to do OTs - they would come to you so sweetly. Senior agents make you lie to customers like there's no Team Lead available, there's nothing more that you can do, etc. Advice they gave are not even the soundest, it's almost like they do not care about the customer nor yourself. It is beyond terrible. I stayed a month longer than I wanted to see if things will change (maybe I just joined at a really busy time) but no, nothing has ever changed. Not a good place to be if you are someone who really cares about customers and how they are treated. Not a good place to be if you are someone who knows your real value. Not a good place to be if you're someone serious about the kind of service you provide on each interaction with a customer. Don't get me wrong, I am glad for the experience I've had, all the same, but really, this company has so much to grow when it comes to "customer service" - and it could start with proper training and proper disclosure of everything for their employees... otherwise, they're all empty words and false promises... lip service. So again, do not be fooled and find somewhere else for your skills to be put to good use. Find a place for you to be happy and grow - because you'll never find it here. 

Worst place I’ve worked, cliquey management and zero support

I worked at Sofology as a colleague and honestly it was one of the most frustrating environments I’ve ever experienced.

Management is extremely cliquey. If you’re not part of their inner circle, don’t expect fairness or support. You’re constantly being told off, often publicly or called into the office over minor issues. There’s no real freedom to speak up,  if you raise concerns, it feels like it’s held against you rather than addressed professionally.

Breaks are strictly timed to the minute, yet managers seem to come and go as they please. The pressure is constant. Customers regularly ask for manager call-backs, but instead of managers actually dealing with it, the calls are pushed back onto other colleagues to handle. You’re left to deal with escalations without any real authority or backup.

Support from management is practically non-existent. When you need help, they’re nowhere to be found. The training you’re given at the start does not reflect the reality of the job at all. What’s promised during induction feels very different from what you walk into day-to-day.

If you need anything clarification, help, development you have to fight for it. Nothing is straightforward. Don’t be surprised if you find yourself being called into the office regularly and threatened with gross misconduct over things that could easily be handled with a normal conversation.

Overall, it’s a high-pressure, unsupportive environment where morale is low and management culture needs serious improvement. I wouldn’t recommend it to anyone looking for a supportive workplace.

Every day is different at Sofology. Work is always challenging and rewarding, and you feel as though the work that you do has tangible results at the end of it.

From the beginning of my career with Sofology I instantly felt like part of the family. My induction was fun and engaging and I learned a lot about the company and the products in the space of a week. Travelling with the Delivery team for a day and our Service teams for a day gave me an insight into the hard work that goes into leaving our customers happy and comfortable on a sofa you love.

The work ethic at Head Office (where I work) is excellent - there's always someone who is there to help you and you always want to help others in their roles. From the beginning to the end of the working day, you always feel like you're set tasks to complete within your role that are achievable and manageable. 

The rewards and benefits are great, and there are still some I haven't taken advantage of a year and a month after starting! It's a company that is always trying to help you advance in your position and give you opportunities to learn and develop. 

I'm so glad that I pursued a career with this company, and the future looks bright for me at Sofology.

I worked for this company for a number of years, the pay is good but the job will take over your life. There is no work life balance and you must work every weekend if you are full time. 

Hard work is not effectively rewarded, the screening for the step into management does not see that the correct people become managers. This means often managers lack basic people skills and are only promoted as they are believed to be able to churn out results. There is a lack of support for development, unless you are the bosses favourite, yet they will run you to the ground getting you to prove yourself with no appreciation. For the large part the company and managers do not care about your mental health and well-being, you are there to sell sofas and that is all they are interested in. Staff are unhappy and unmotivated due to reasons such as these, they feel unappreciated and are drained with pressure every day, however they do not express this to management only amongst the team. 

This company will expand and do well, however the culture will move to a more commission environment and the fun will gradually continue to be ripped out of the job. Overall I do not regret my time at Sofology, however this is only due to the people I worked alongside and what the money enabled me to achieve. If you are looking to develop yourself as a person and become the best you can be, a career at Sofology is sadly quite limiting.

Expected to work before being paid, and also after end of shift to clean workstation after finish time so unpaid! 
Continuous calls, when support needed off managers they ignore you, only colleagues in the same boat can offer help. 
Click environment very much so! 
If you are unwell have to ring before and after shift (how is this possible if you are in hospital?!) 
If caught speaking with colleagues team leaders shout across the workplace to stop you 
Breaks are timed, a minute late, again team leaders announce it by shouting across the work place 
If you make yourself unavailable team leaders put you back in available without liaising with you 
Not given even a weeks notice to what your RD will be in the following week 
Bonus is deducted as soon as you are unwell or late 
Pay is never correct and takes so much time to rectify of your own time 
Has a sandwich van but not allowed time to purchase so how are you meant to eat? 
Only ever have a conversation with your manager when they are telling you off! Or telling you you have done something wrong 
Spoken to like your at school 
No sympathy or empathy for you as an employee 
WHAT THEY TELL YOU DURING INDUCTION IS JUST LIES, they make out you’re starting a new job into this wonderful, happy place to work with so much support, it is so not the case! Would not recommend the place to my worst enemy! 

From the moment I had my first interview, I knew Sofology would be a great place to work. The interview process was very reassuring and informative to what my new job role would be and what the next stage would entail. 

The initial 1 week induction was an amazing opportunity to meet other new candidates from other parts of the country with varying roles including management at different levels. This was made fun and engaging by the great training team who were not only organised but also very knowledgeable in each individuals role within the company along with the products the company offer!

From day 1 of joining the web chat team, I was welcomed by my fabulous manager and a great team. I look forward to coming into work each day as everyday is a new day here and the time goes fast with the interesting and varying questions that are asked. You are able to be yourself and you are always encouraged to put your personality across to make customers feel at home :)

I would 100% recommend working for Sofology! I have already had the opportunity to progress and excel my skills within another department despite my short tenure here. I cannot start to explain how welcome I have felt since starting and I feel I will be here for many years to come.

Great place to work for, great staff and management. The training is intensive but very easy to get through, give it time you will learn the product knowledge and the process on using the iPads. Also many company benefits to take advantage for. Plus they do encourage people who would want to be store manager or deputy manager to go on a leadership course.

However if you are a competitive sales person, and you are highly motivated by money the business may not be for you. There is no commission, your bonus consists on store monthly targets, so you will have to work as a team, as well as relying on other people to pull their weight. You will also be paid on conversion of customers in store, both bonus brackets are achievable, but unrealistic due to the cost of living crisis. If you hit both bonus brackets, the money is decent, but you wont be guaranteed hit both brackets every single month. You will also have store and individual targets, the KPI's are achievable but you don't get anything for it, if you hit or smash your targets. 

Overall great, but if you are highly motivated by money it may not be for you. There is a big lack of incentive for individual performances.

I would like to raise several concerns regarding the current working environment. Although I remain committed to working hard and meeting expectations, there are ongoing issues that are affecting staff morale and the overall efficiency of our team.

Firstly, there is a lack of support from management when it comes to handling phone calls and day-to-day operational pressures. This often leaves staff without guidance during high-demand periods. Additionally, managers are frequently unavailable, including spending considerable time outside on smoking breaks, which further contributes to reduced accessibility and support.

There also appear to be inconsistencies in how staff are treated. These differences in treatment impact team cohesion and contribute to an atmosphere of unfairness. Coupled with the already high-pressure environment and the expectation for rapid turnaround on tasks, this places additional strain on staff.

I am raising these concerns in the interest of improving the working conditions for all team members and supporting a more consistent, fair, and productive workplace.

What is the best part of working at the company?
I love everything about working there. I just don't seem eye to eye with the assistant manager. The manager is amazing and so are the rest of the team.  Just one  person thinks she is better than everyone else.

What is the most stressful part about working at the company?
The assistant manager thinks she is better than everyone else

What is the work environment and culture like at the company?
Great!, supportive  and just a pleasure to go to work. Everyone was patient with me.  I had never worked in sales before, just hospitality.  But the team were kind, encouraging and just overall amazing celebrating small victories and building me up to the sofologist I am today. Since November I have made the company over £160,000. And our bonuses are a huge reward for our success! I only work 3 days a week amd it's  more money doing that than the usual 5 day a week job! (Sales assistant in Co op and many other of my previous jobs)

What is a typical day like for you at the company?
We laugh, we celebrate success and we pick each other up when they need a helping hand. We all have our own personality and together we are a bunch of misfits ! But it works! 💖 I really live my job!

Positives - recent change in management in store super supportive & approachable. Team mates are like a family. Great atmosphere created by the team - you really do have some great laughs at work  Some of the best products on the market which can make it easier to sell & be passionate about. Company values ie no sales no commission help when dealing with customers. Systems used in store to place orders (use of iPads) very clever & great tools when selling. Always changing ways of working to try and benefit the staff - but like most places, there’s always room for improvement with this. 

Not so positives - bonus structure is constantly changing & feel like goal posts are moved regularly. Basic salary of £18000 hasn’t changed for over 3 years. More recently, targets harder to achieve therefore bonus is massively effected as a result which can be stressful & disappointing for the work you put in some months. Bonus is a team effort therefore have to rely on colleagues to put equal amount of effort in every day. Working EVERY weekend and working 90% of bank holidays. Have to have thick skin at times with certain customers who can be quite rude & aggressive. 

FYI - be prepared to lift furniture & get stuck in.

Top Job Titles	Average salary
Retail sales associate 15 salaries reported	£16.06 per hour
Sales assistant 43 salaries reported	£15.67 per hour
Retail advisor 1 salary reported	£18,000 per year
Deputy manager 10 salaries reported	£40,310 per year
Customer service representative 4 salaries reported	£28,485 per year

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