About the role
What you'll be doing:
1. Owning escalated Home Support contacts from Zendesk/internal routes through to resolution, ensuring clear notes, actions and customer updates.
2. Handling complex pre-delivery queries including supplier delays, delivery chases, booking issues, change requests, oversold/stock concerns, rewrites, cancellations and multi-route order queries.
3. Handling post-delivery issues including damaged/faulty items, service visit outcomes, replacements, re selections, collections, allowance-to-keep/goodwill requests and failed/will-not-fit deliveries.
4. Making proactive customer contact by phone and email, setting realistic expectations and keeping customers informed at agreed points.
5. Using DFS systems and partner portals to review orders, delivery status, stock availability, service reports, supplier updates and customer history.
6. Working with stores, CCS/ASC, Central Processing, suppliers, Wincanton/WS, Emmiera, Product Support, Quality and Commercial teams to progress cases.
7. Applying commercial judgement to balance customer resolution with stock save, stock creation, supplier debit/rebate opportunity, cost control and customer retention.
8. Identifying risk and escalate appropriately, including CEO complaints, legal/Section 75/chargeback, vulnerable customers, reputation or high-profile cases, repeat fa...