Overview
Dreams is the UK’s most loved bed retailer with over 250 colleagues at our Bedquarters in High Wycombe, Buckinghamshire. We celebrate a people‑first culture and pride ourselves on simple, collaborative success—from payday treats to charity fundraisers and all‑staff lunches. Since 1985 we’ve been making bedtimes better, and we’re part of Tempur Sealy with our own Bed Factory in the UK. You’ll get a guided tour on joining as part of our induction to get you fully bed‑ucated.
With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every week. If you’re bonkers about bed, silly for siestas and keen on your kip, Dreams could be the perfect place for you. Dreams. Love your job.
We’re looking for Full‑Time and Part‑time Customer Service Advisors to join our Customer Service Team on a 10‑month Fixed Term Contract. The position is based at our Head Office in Loudwater, Buckinghamshire.
Role
In this role, you will deliver outstanding customer service through effective communication and issue resolution. Build positive customer relationships, collaborate with teams, and contribute to ongoing improvements, ensuring a superior customer experience and fostering brand loyalty.
Responsibilities
* In a very fast paced environment respond to incoming customer inquiries via phone, email, or chat in a professional and courteous manner.
* Identify and assess customer needs, providing accurate information and effective solutions.
* Assist customers in navigating our products/services and resolving any concerns or issues.
* Record and maintain accurate customer interaction details in our order management systems.
* Collaborate with other team members to share insights and improve overall service quality.
* Uphold company policies and procedures to ensure consistency and compliance.
* Strive to meet and exceed individual and team performance targets.
* Provide appropriate resolutions, help and advice to customers in line with established procedures, this includes but is not limited to: offer agreed incentives to reduce refunds and prevent cancellations.
* Resolve issues with faulty and damaged goods by following the Company’s Faulty Goods Procedure.
* Ensure that all communications, both written and oral, are always professional and of the highest standard and in line with Company guidelines.
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