About us At DFS Group, were proud to help people create spaces they love to live in. Were home to DFS, Sofology, and The Sofa Delivery Company: three brands with their own personalities, brought together by a shared mission .
Behind our brands is a passionate Group team. From Finance and Technology to People, Marketing and Supply Chain, our Group functions power everything we do. They create the foundations that allow our brands to thrive, innovate and grow.
Whether youre supporting our brands or serving our customers, the mindset that connects us means we expect more of ourselves and each other. It means every customer is our favourite, every voice is valued, and every interaction is one were proud of.
When youre part of a community that shares your way of thinking, the wins feel bigger. The effort feels worth it. Its a place where people stay because they feel valued, and find room to grow because theyre challenged.
About the role As a Home Support Advisor, you will take ownership of complex and escalated customer queries, guiding them from initial contact through to a successful resolution. Handling both pre- and post-delivery issues, you will act as the central point of contact, liaising with internal teams, stores, and external partners to ensure smooth outcomes. This role requires a proactive approach to customer communication and strong commercial judgementbalancing exceptional customer satisfaction with effective cost and stock control, all while meeting key performance targets.
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, s...
Home Support Advisor in Doncaster employer: DFS Head Office
At DFS Group, we pride ourselves on fostering a vibrant and inclusive work culture where creativity thrives and every employee is valued. As a 3D Shader and Materials Artist, you'll have access to extensive professional development opportunities, including our Learning Hub and leadership workshops, all while enjoying a comprehensive benefits package that supports your well-being and work-life balance. Located in a dynamic environment, we encourage innovation and collaboration, making it an ideal place for passionate individuals to grow their careers and contribute to creating beautiful living spaces.
