Customer Support Advisor

DFS Trading Ltd; Doncaster; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid after training

Bonus up to £2,400 per year

22 days holiday

Enhanced parental leave

Health cash plan

Employee Assistance Programme

Pension with company contributions

Cycle to Work scheme

Electric vehicle lease scheme

Volunteer day

Job summary

DFS Group is seeking a dedicated and empathetic Customer Support Adviser to join our friendly Doncaster team. You will be the front line, delivering prompt, personalised assistance to customers about products, services and orders.

The role offers a 12-month fixed-term contract, with hybrid working after training (3 days in office, 2 WFH). The starting salary is £25,438 per year, with a potential bonus up to £2,400. You’ll help achieve KPIs and customer satisfaction.

Qualifications

• Excellent customer service mindset
• Ability to handle issues swiftly and professionally
• Strong attention to detail

Responsibilities

• Provide world-class, personalised support across calls, emails, and live chat.
• Own customer cases from initial contact to resolution.
• Show empathy and fairness in interactions; build rapport.
• Assess needs and coordinate with internal/external teams.
• Manage delivery queries and communicate updates/delays.
• Record interactions accurately in systems; adhere to data policies.
• Encourage positive feedback and meet KPIs/SLAs.
• Stay updated on processes and adapt to demand.

Skills

Customer service

Empathy

Attention to detail

Organised

Problem solving

Team player

Written English

Zendesk experience

Tools

Zendesk

Job description

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.

£25438.00 per annum (with bonus up to £2,400 per year)

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

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:

£25438.00 per annum (with bonus up to £2,400 per year)

22 days holiday, plus the option to buy up to 5 more

Enhanced parental leave

Health cash plan from £1 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

Cycle to Work scheme for bikes and accessories up to £1,500 through salary sacrifice

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.