We are seeking a dedicated and empathetic Customer Support Adviser to join our fun and friendly team. As a 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.Hybrid after initial training period (3 office days, 2 WFH)Currently working 1 in 3 weekends About DFSWe're home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.At DFS Group, everyone plays a part. Whether you're supporting our brands or serving our customers, you're helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we're united by a culture that puts people and purpose at the heart of everything we do.Everyone WelcomeAcross our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail. We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from youWhat you'll be doingProvide world-class, personalised customer support through multiple channels including inbound/outbound calls,emails, and live chat, ensuring polite, timely, and effective resolution of queries.Take full ownership of customer cases, managing them from initial contact through to final resolution or appropriate handover, aiming for first-time resolution wherever possible.Demonstrate empathy and fairness in all customer interactions, building rapport, managing expectations, and taking accountability for resolving issues.Accurately assess customer needs and determine the most appropriate course of action, liaising with internal departments and external partners (e.g. manufacturers, delivery teams) where required.Proactively manage delivery related queries, including arranging or rescheduling deliveries and communicating with customers regarding updates, delays, or outstanding balances.Ensure all customer interactions are clearly and accurately recorded in the appropriate systems, following agreed procedures and data protection policies.Encourage and promote positive customer feedback to enhance brand reputation.Achieve individual, team, and company KPIs and SLAs through high-quality service delivery.Stay up to date with team processes, policies, and systems, ensuring compliance in all activities.Be flexible and adaptable in supporting different areas of customer support to meet business needs and fluctuating demand.The role is for you ifIn an ideal world you willPossess enthusiasm and passion for offering exceptional levels of customer serviceAbility to deal with issues in a swift and professional mannerA high level of attention to detailEnsuring compliance at all times with internal policies / procedures and regulatory requirementsOrganised in working to deadlinesPositive attitude, with confidence in problem solvingA strong team playerAble to work in line with our valuesDisplay a positive brand at all timesGreat communication skills with a friendly and personable approachComputer literate with strong keyboard skillsConfident warm telephone mannerPossess strong skills in written English and punctuation as you will be communicating with our customers via live chat and emailExperience of using Zendesk preferred but not essentialDFS BenefitsPotential Annual Bonus Scheme: Contribute to our success and get rewarded for itGrowth and Training: Learn new skills and develop your career with usLeave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each yearDiscounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury's, ASOS, and IKEAWellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym membershipsPension and Savings: Join our Group Pension and Sharesave schemesLife Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay