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, supplier updates and customer history.
Working with stores, CCS/ASC, Central Processing, suppliers, Wincanton/WS, Emmiera, Product Support, Quality and Commercial teams to progress cases.
Applying commercial judgement to balance customer resolution with stock save, stock creation, supplier debit/rebate opportunity, cost control and customer retention.
Identifying risk and escalate appropriately, including CEO complaints, legal/Section 75/chargeback, vulnerable customers, reputation or high-profile cases, repeat failures and high-cost decisions.
Hitting & Exceed team KPI performance across SLA, first contact resolution, completed per hour, quality/compliance, reopen rate, customer satisfaction and stock saved.
Capturing process, product and supplier issues, sharing insight that helps improve customer journeys and reduce repeat contacts or avoidable cost.
Key Skills and qualifications Previous customer service, retail, contact centre or complaint handling experience preferred.
Experience of dealing with escalated customers, complex cases or high-volume administrative work would be beneficial.
Strong English and Maths standard, ideally GCSE/O-level or equivalent.
Good computer literacy and confidence working across several systems at once.
DFS/Home product knowledge and system experience such as Zendesk, Glance, Fluent, HDX, Edge, WS Portal or Emmiera is helpful but not essential.
Experience of working with suppliers, delivery partners or service/repair routes is advantageous.
Must be comfortable making outbound customer contact and owning cases through to resolution.
Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running. If the role sounds like it would be a great fit for you and you'reconfident that it suits you, we'd love you to apply.
Room to grow Everyone at DFS Group begins with a structured induction designed to help you understand our brands, our culture and how we work
together . From day one, you will have access to our online Learning Hub, filled with digital courses, tools and resources to support your development. For leaders, we offer virtual workshops focused on building confident, capable leadership. We also run skills-based workshops to strengthen core capabilities across the business. Colleagues can also undertake nationally recognised qualifications through our apprenticeship programmes, giving you the opportunity to gain external accreditation while you grow your career with us. Our DFS Group benefits
We believe great work deserves great support. Thats why we offer benefits that help you grow, feel looked after, and enjoy life beyond work. Heres what we have to offer: 22 days holiday, plus the option to buy up to 5 more
Enhanced family leave
Health cash plan from £2 a month, with everyday cashback
Employee Assistance Programme for support when you need it
Extras like flu vouchers, menopause support and health check
Pension with company contributions
Life assurance for peace of mind
Sharesave scheme to save each month and invest in our future
Structured induction from day one
Access to our Learning Hub and skills workshops
Leadership development and apprenticeship programmes
30% colleague discount, plus 15% for friends and family, three times a year
Discounts and cashback at hundreds of retailers
SmartTech scheme to buy tech up to £1,000 through salary sacrifice
Cycle to Work scheme for bikes and accessories up to £1,500
Electric vehicle lease scheme with Octopus to help you save and reduce your impact
One paid volunteering day each year
Equal opportunities
Were proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve and makes room for different backgrounds, perspectives and experiences. We turn that commitment into action through colleague networks,
trusted partnerships and recognised accessibility initiatives such as the Hidden Disabilities Sunflower . If your experience does not quite match every part of the role, wed still love to hear from you. If you need any adjustments or additional support during the application process, please contact our Talent Team at , and we will be happy to help.
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Home Support Advisor in Fenwick 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.
