Job Introduction
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.
As an Online Customer Service Adviser, you'll play a vital role in delivering the exceptional service our customers expect from DFS. Based in our Group Support Centre, you'll be the first point of contact for customers with after-sales enquiries, providing expert support through our digital channels.
Every conversation is an opportunity to build trust, solve problems and create a positive experience. Using your excellent written communication skills and growing product knowledge, you'll take ownership of customer enquiries from start to finish, ensuring every customer feels valued, supported and confident they've received our signature red carpet service.
Please note: This opportunity is to provide maternity cover for 12 months
The role is worked on a rota between 8:00am and 6:00pm, and includes one weekend in every four. Flexibility to work these hours is essential.
Responding to all Trustpilot reviews in a professional, timely and empathetic manner.
Taking full ownership of customer enquiries as a dedicated case handler, managing each case from start to finish using Zendesk.
Managing customer queries across social media and digital channels, delivering friendly, responsive and professional support.
Striving for first-time resolution wherever possible, creating a seamless and stress-free customer experience.
Keeping accurate and detailed case notes in Zendesk to ensure every customer receives a consistent service.
Representing our brand positively through exceptional written communication and encouraging customer feedback and recommendations.
Working closely with colleagues across the business to resolve customer issues quickly and efficiently.
Following established processes to deliver a consistent, high-quality digital customer experience.
Collaborating with your Team Leader when exceptions are needed to achieve the best outcome for the customer.
Supporting the wider team with ad-hoc administrative tasks as required.
Working flexibly as part of a rota and providing cover for colleagues when needed.
Taking ownership of your workload, ensuring every task is completed accurately and to a high standard.
Keeping customers informed every step of the way, proactively communicating updates, delays or changes while taking full responsibility for resolving their enquiry.
A genuine passion for delivering an exceptional customer experience and helping people.
A customer-first approach, taking pride in going above and beyond to deliver great service.
A willingness to learn, develop and continuously improve.
Strong organisational skills, with the ability to prioritise their workload and meet deadlines in a fast-paced environment.
Excellent communication and problem-solving skills.
A positive attitude and enthusiasm to learn – previous telephone experience isn't essential, as we'll provide all the training and support you need to succeed.
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.
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 parental leave
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
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.
