About Us: It takes a whole lot of passion to be at the centre of what makes a housefeel like home and thats just what we do at DFS.Were the leading sofa retail specialist in the UK, helping people find a comfy seat on their great quality sofas since 1969. About the role: We are looking for Home customer advisers who will own and resolve escalated queries from end to end across DFS Home, WS Home and GFA-related journeys. The role supports customers and internal stakeholders through complex pre-delivery and post-delivery issues, protecting the customer experience, commercial outcome and DFS reputation. This includes using sound judgement, clear communication and accurate system management to keep customers informed, prevent unnecessary stock creation and drive the right resolution. Heres what we offer: The Highlights: Competitive Pay & Work-Life Balance: Theres more Generous holiday allowance the time you need to rest and relax and the longer youre with us, the more time youll get. Opportunity to purchase additional holidays each year. Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member. Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family and savings at big brands like Sainsburys, ASOS, and IKEA. Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships. Pension and Savings: Join our Group Pension and Sharesave schemes. Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay. What you'll be doing: Owning escalated Home Support contacts from Zendesk/internal routes through to resolution, ensuring clear notes, actions and customer updates. Handling complex pre-delivery queries including supplier delays, delivery chases, booking issues, change requests, oversold/stock concerns, rewrites, cancellations and multi-route order queries. 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. Making proactive customer contact by phone and email, setting realistic expectations and keeping customers informed at agreed points. Using DFS systems and partner portals to review orders, delivery status, stock availability, service reports, supplier updates and customer history. Working with stores, CCS/ASC, Central Processing, suppliers, Wincanton/WS, Emmiera, Product Support, Quality and Commercial teams to progress cases. Applying commercial judgement to balance customer resolution with stock save, stock creation, supplier debit/rebate opportunity, cost control and customer retention. Identifying risk and escalate appropriately, including CEO complaints, legal/Section 75/chargeback, vulnerable customers, reputation or high-profile cases, repeat failures and high-cost decisions. Hitting & Exceed team KPI performance across SLA, first contact resolution, completed per hour, quality/compliance, reopen rate, customer satisfaction and stock saved. Capturing process, product and supplier issues, sharing insight that helps improve customer journeys and reduce repeat contacts or avoidable cost. Key Skills and qualifications Previous customer service, retail, contact centre or complaint handling experience preferred. Experience of dealing with escalated customers, complex cases or high-volume administrative work would be beneficial. Strong English and Maths standard, ideally GCSE/O-level or equivalent. Good computer literacy and confidence working across several systems at once. DFS/Home product knowledge and system experience such as Zendesk, Glance, Fluent, HDX, Edge, WS Portal or Emmiera is helpful but not essential. Experience of working with suppliers, delivery partners or service/repair routes is advantageous. Must be comfortable making outbound customer contact and owning cases through to resolution. Interview Process: If successful, our interview process includes skills-based questions: Ahead of your interview, please let us know if you need any accommodations or adjustments. We want to make sure you're comfortable and have everything you need to perform at your best. Our Commitment to Inclusion: We extend awarm welcome to everyone, weavingtogether a range of voices and perspectives to create a trulyinclusive culture.As we strive to build a workplace that better reflects the diverse communities we serve, we encourage applications from under-represented groups. At DFS Group, were not just a place where everyone is welcome were a place where everyone truly belongs. (All roles are subject to satisfactory DBS checks.