Location: Sofa Club Hertford HQ / Hybrid
Type: Part-Time (24 hours/week), Permanent
Schedule: 1 weekday at Hertford HQ, weekends remote.
Weekend and bank holiday availability required.
About Sofa Club
At Sofa Club, we’re not just selling sofas—we’re building a brand that people genuinely connect with. With a loyal customer base, an engaged social following, and big ambitions for growth, customer experience is at the heart of everything we do. We believe great service goes beyond resolving issues—it’s about creating positive, memorable moments for our customers at every touchpoint.
The Role
We’re looking for a dedicated and empathetic Customer Experience Assistant to join our team on a part-time basis, supporting our weekend coverage. You’ll play a vital role in ensuring our customers feel valued, heard, and supported—whether it’s solving an issue, offering advice, or gathering feedback to help us improve.
This role is hybrid, working three days per week (24 hours)—one weekday shift in our Hertford HQ and two weekend days from home. Shifts are scheduled on a rota basis, with rotas published at least one month in advance. You’ll need to be flexible, as shift times may vary based on business needs.
Key Responsibilities
* Deliver timely, thoughtful, and effective customer support across phone, email, chat, and social media channels.
* Proactively resolve queries with a focus on first contact resolution, ensuring customers are regularly updated where issues require follow-up.
* Approach every interaction with empathy—put yourself in the customer’s shoes and balance their needs with those of the business.
* Accurately log complaints and reasons for contact, using internal systems.
* Meet and exceed key performance indicators (KPIs) while maintaining high-quality service standards.
* Collaborate with other departments, especially the sales team, to ensure fast and seamless issue resolution.
* Work independently during remote weekend shifts, managing your time and workload efficiently.
Who We’re Looking For
* 1+ years of experience in a customer-facing role (Customer Service, Support, Experience, or Success).
* Confident communicator with excellent verbal and written skills.
* Calm under pressure, with strong problem-solving abilities and attention to detail.
* Empathetic and patient—you know how to turn a negative into a positive.
* Able to manage a fast-paced workload and stay self-motivated when working remotely.
* Experience with customer service tools like Zendesk is a plus.
What You’ll Get
* Be part of a growing brand that values customer care as much as product quality.
* Friendly, collaborative team culture where your voice matters.
* Hybrid working with flexibility built in.
* Competitive hourly pay.
* Training and support to help you grow your career in customer experience.
* Staff discount on Sofa Club products.
* Holiday pay and enhanced leave policies for part-time team members.
Are you a perfect match?
* Ambitious? We have huge plans. There’s never been a better time to join Sofa Club. We are growing fast and need ambitious people to join us for the ride.
* Fun? We work hard and then let our hair down at our office prosecco bar (yes, really!).
* Do-er? Talk is cheap, execution is everything. Be a doer, not a talker.
* Friendly? We’re proud to be an equal opportunity employer. We have a diverse and inclusive culture, everyone gets on well, and we work together as one family.
* Weekend-ready? Our customers are most active on weekends—and so are we.
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