Customer Service Advisor - Fixed Term

Sofology; Warrington; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading furniture retailer in Warrington is seeking a Customer Support Advisor to enhance customer experiences. You will manage customer inquiries via calls and emails, ensuring resolutions are efficient and personalized. Your role involves taking ownership of cases, collaborating with various teams, and actively promoting a brand-friendly atmosphere. Flexibility and great communication skills are essential traits to thrive in this fast-paced environment. Join the team and showcase your commitment to outstanding service!

Benefits

Great basic salary with a team bonus

30% discount across the Group

Access to health and wellness support

Income protection and life assurance

Holiday buy back scheme

Qualifications

• Passion for delivering excellent customer service.
• Ability to manage multiple tasks efficiently.
• Willingness to embrace a 'glow or grow' mindset.

Responsibilities

• Handle customer calls and emails, resolving queries efficiently.
• Ensure first-time resolution for customer issues.
• Take ownership of customer cases from start to finish.
• Coordinate with departments to enhance customer satisfaction.
• Exhibit flexibility in scheduling and completing tasks.

Skills

Customer experience

Problem-solving

Communication

Time management

Job description

Your new role

At Sofology, we’re more than just sofas, we’re about creating those feel good moments that make a house a home. And that’s where you come in… As a Customer Support Advisor in our Contact Centre, you’ll be the friendly voice, face over webchat and email behind the brand, making sure every customer's experience has that red carpet treatment that keeps them coming back.

Whether it’s sorting payments, chasing an order update, booking a technician visit, or helping with a product query, you’ll be the go‑to expert who knows how to turn a tricky problem into a simple solution. No two days are the same, but one thing always is, your passion for making every customer feel listened to, supported, and valued.

You’ll own every case from start to finish, making sure you get it right the first time. That means delivering resolutions that aren’t just quick and professional, but personal, the kind that customers remember for all the right reasons.

A day in the life of…

A Customer Support Advisor, you’ll spend your time doing so much more than sitting! Here are just a few of the things you’ll be getting up to:

• Be a dedicated case handler for your customers, taking full ownership of all customer issues and seeing each case through to either complete resolution or the next stage in their customer care journey.
• Ensure first‑time resolution is provided every time, guaranteeing the customer experience remains seamless and unaffected.
• Answer incoming calls professionally, in accordance with DPA, and aim to resolve queries efficiently within departmental SLAs.
• Process and respond to emails and general correspondence in a professional and timely manner, ensuring customer needs are met.
• Complete accurate notes in line with customer interactions to maintain clear and effective communication throughout the case.
• Promote the brand positively by encouraging customers to leave reviews and recommendations.
• Liaise with relevant teams or departments to ensure customers' journeys are progressed smoothly and efficiently.
• Adhere to Sofology processes as required to ensure a consistent and high‑quality service.
• When relevant, work with your leadership team to go outside of processes if we’ve severely impacted the customer's journey. If there's repeated failure and something not working… we should always highlight this!
• Take on ad hoc administrative duties as necessary to support the team's operations.
• Ensure housekeeping duties are completed to maintain an organized and clean working environment. We adhere to the clear desk policy.
• Perform any other reasonable tasks as directed by your Line Manager.
• Exhibit flexibility by working on a rota basis and providing necessary cover where needed.
• Take ownership and ensure all tasks are fully completed to the highest standard.
• Contact customers to arrange service visits as quickly and efficiently as possible, always trying to influence the first available dates so that capacity is effectively managed.
• Take ownership of any visits that need rescheduling or cancelling.
• Effective planning, scheduling and routing of technician areas to maximise jobs per day and reduce lead times.
• Ensure visits to Stores and CDCs are completed as efficiently as possible and all details are recorded correctly for debiting purposes while keeping our stores fully informed along the way.
• Ensure all data is accurately uploaded to the relevant technician routing systems.

In an ideal world…

You don’t need to have telephone experience to join us. All we ask for is a true passion for delivering that red carpet experience to your customers; someone who can demonstrate a passion for delivering an unrivalled customer experience, will embrace our 'glow or grow' mindset and has the ability to work to deadlines by prioritising their workload.

We know that none of our customers are the same and that goes for our Sofologists too - there truly is a seat for everyone at Sofology!

Pay & Perks…

• Great basic salary with a team bonus
• Plenty of opportunities to learn & grow.
• 30% discount across the Group, plus 15% for your friends and family
• Access to discounts at 100's 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, whether it’s your wedding, birthday or even the arrival of your new furry friend
• 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 to be there when it matters
• Holiday buy back scheme (5 days)
• Okay, so the list just goes on, but here’s a few more…. Sharesave, volunteer days and a cycle to work scheme!

A little bit about Sofology…

We’re a fun place to be and we know our people are priceless. We’re proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious.

We’re all about crafting an unrival’d sofa experience that leaves our customers and Sofologists in awe. We wholeheartedly embody our values, infusing them 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. We know that different backgrounds and experiences make us stronger.

Bold By Design – We're a courageous brand with ambition and drive. We'll never settle for second best and always strive 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. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage and under‑represented groups. Across the Group, we want to create an environment where everyone feels at home.

Sofology