Customer Care Advisor

Take Up The Cross; Golborne; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading home goods retailer in Golborne is seeking a Customer Support Advisor to join their Contact Centre. In this role, you will provide exceptional service via webchat, email, and phone. Responsibilities include resolving customer inquiries, handling payments, and ensuring a seamless experience. Ideal candidates are those with a strong customer focus and the ability to work in a team-oriented environment. Competitive salary and several perks are offered.

Benefits

Great basic salary with a team bonus

30% discount across the Group

Access to mental, physical, and financial support

Enhanced maternity & adoption pay

Holiday buy-back scheme

Volunteer days and cycle-to-work scheme

Qualifications

• Passion for delivering an excellent customer experience.
• Ability to manage and prioritize multiple tasks effectively.
• Willingness to adapt to different customer needs.

Responsibilities

• Handle payments, order updates, technician bookings, and product queries.
• Take ownership of customer cases and provide resolutions.
• Process inquiries via phone, email, and webchat.

Skills

Customer focus

Communication skills

Problem-solving

Job description

Your new role

At Sofology, we’re more than just sofas – we create feelings-good moments that turn a house into a home. As a Customer Support Advisor in our Contact Centre, you’ll be the friendly voice, face behind webchat and email, providing the red‑carpet treatment that keeps customers coming back.

You’ll handle payments, order updates, technician bookings and product queries, turning tricky problems into simple solutions. Every day is different, but your focus remains: make every customer feel listened to, supported, and valued.

A Day in the Life of a Customer Support Advisor

Here are just a few of the things you’ll be getting up to:

• Take full ownership of all customer cases, seeing each through to resolution or the next stage.
• Provide first‑time resolution for every case, ensuring a seamless customer experience.
• Answer incoming calls professionally and resolve queries within departmental SLAs.
• Process and respond to emails and general correspondence in a timely, professional manner.
• Complete accurate notes for each interaction to maintain clear communication across the team.
• Encourage customers to leave reviews and recommendations, promoting the brand positively.
• Liaise with relevant teams to progress customer journeys smoothly.
• Adhere to Sofology processes for a consistent, high‑quality service.
• When necessary, collaborate with leadership to deviate from standard processes if the customer journey is severely impacted, and highlight repeated failures.
• Take on ad hoc administrative duties to support team operations.
• Maintain housekeeping duties and a clean working environment in line with the clear desk policy.
• Perform any other reasonable tasks as directed by your line manager.
• Show flexibility by working on a rota basis and covering where needed.
• Ensure all tasks are completed to the highest standard.
• Work within the Consumer Rights Act when resolving product faults or damage.
• Follow terms, conditions, and the customer charter when resolving issues, escalating when appropriate.
• Triage, diagnose, and agree on the right first‑time resolution for product faults and damage, offering fantastic care and maintenance advice.

In an Ideal World

You don’t need telephone experience to join us. All we ask is a passion for delivering a red‑carpet experience – someone who demonstrates an unrivalled customer focus, embraces a growth mindset, and prioritises workloads to meet deadlines.

Pay & Perks

• Great basic salary with a team bonus
• Opportunities to learn & grow
• 30% discount across the Group, plus 15% for friends and family
• Access to discounts at 100s of high‑street retailers
• Mental, physical and financial support (EAP)
• Enhanced maternity & adoption pay
• Spend up to £1,500 at Currys / PC World and spread the cost through Sofology
• Additional days off for personal life moments
• A contributory health scheme, flu vaccines, access to a doctor and private health check
• Income protection, bereavement and life assurance – you can count on us when it matters
• Holiday buy‑back scheme (5 days)
• Sharesave, volunteer days, and a cycle‑to‑work scheme

A Little Bit About Sofology

We’re a fun place where people are priceless. Proud of our Sofologists, we roll out the red carpet to every customer, working together to be bold and ambitious. We craft an unrivaled sofa experience that leaves both customers and Sofologists in awe, fully embodying our values in every aspect of our work.

Roll Out The Red Carpet

From browsing to buying and beyond, we always ensure a very important customer experience—no ifs, no buts.

A Seat for Everyone

Be yourself and feel at home. Different backgrounds and experiences make us stronger.

Bold By Design

We’re a courageous brand with ambition and drive, never settling for second best, always striving for more.

So, if you want to join us on the sofa, save your seat by applying now!

DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives. Across the Group, we want to create an environment where everyone feels at home.

As we continue to build a workplace that reflects the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under‑represented groups.