Join to apply for the Customer Care Advisor role at Take Up The Cross.
At Sofology, we’re more than just sofas – we’re about creating the feel‑good moments that turn a house into a home. As a Customer Support Advisor in our Contact Centre, you’ll be the friendly voice on webchat and email, delivering that red‑carpet treatment which keeps customers coming back.
Responsibilities
* Own every case from start to finish, ensuring first‑time resolution and a seamless experience.
* Handle customer queries via webchat and email, including payments, order updates, technician bookings and product queries.
* Process and respond to emails and correspondence professionally and timely.
* Maintain accurate notes for every interaction, keeping clear and effective communication throughout the case.
* Promote the brand by encouraging reviews and recommendations.
* Liaise with relevant teams to progress customers’ journeys smoothly.
* Adhere to Sofology processes and guidelines, including the Consumer Rights Act and customer charter.
* Escalate issues that cannot be resolved within prescribed processes.
* Perform ad‑hoc administrative duties, housekeeping and other tasks as directed by your line manager.
* Show flexibility by working on a rota and covering for colleagues when required.
A Day In The Life
* Take full ownership of customer issues and drive them to resolution.
* Answer incoming calls professionally and resolve queries within departmental SLAs.
* Maintain a positive brand presence, encouraging customers to leave feedback.
* Assist in refocusing the customer journey when repeatedly impacted, highlighting issues to leadership.
* Complete all tasks to a high standard and maintain a clean workspace in line with the clear desk policy.
Pay & Perks
* Competitive base salary with a team bonus.
* Opportunities to learn and grow within the company.
* 30% discount across the group, plus 15% for friends and family.
* Access to high‑street retailer discounts and EAP support.
* Enhanced maternity and adoption pay.
* Up to £1,500 spend at Currys / PC World.
* Additional days off for life events.
* Contributory health scheme, flu vaccines and private health checks.
* Income protection, bereavement and life assurance.
* Holiday buy‑back scheme (5 days).
* Sharesave, volunteer days and cycle‑to‑work scheme.
About Sofology
We’re a fun place to be, proud of our Sofologists who cast the red carpet for every customer. Our ambition is to craft an unrivalled sofa experience, backed by strong values and an inclusive culture. We celebrate diversity, encourage belonging and embrace people from all backgrounds.
DFS Group is proud to be an equal opportunities employer, celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone and strongly encourage applications from under‑represented groups.
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