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- Tasks: Create and manage engaging content for customer service platforms to enhance user experience.
- Company: Join DFS, a leader in furniture retail with a focus on design and comfort.
- Benefits: Enjoy a competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact by improving customer interactions and satisfaction through innovative content.
- Qualifications: Experience in content design and customer service, with strong communication skills.
- Other info: Be part of a diverse team that values inclusion and supports community initiatives.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Job Type: Permanent
Job Sector: Customer Service
Region: Yorkshire
Location: Doncaster
Salary Description: Competitive salary based on skills and experience
Posted: 02/02/2026
Recruiter: DFS
Job Ref: dfs/TP/250060/3169
Job Views: 1
About DFS: We’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 Welcome: Across 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 you.
Role Overview: Owns the creation, structure, and quality of all internal and external knowledge content on our customer service platforms. The role ensures customers and colleagues can easily find clear, accurate information that supports self-serve, reduces contact, and improves overall experience. It manages the customer Help Centre, internal knowledge bases, and content used across chatbots and telephony flows. Working closely with subject matter experts and platform teams, the role keeps content up-to-date, consistent, and optimised for deflection while keeping customer satisfaction at a great level. It is both creative and operational role - balancing content production with governance, insight-driven improvements, and continuous optimisation.
Responsibilities / Accountabilities:
- Knowledge & Content Ownership: Own and maintain all internal and external knowledge content across Zendesk, Help Centre, and internal knowledge bases. Create, edit, and optimise articles to support self-service, contact deflection, and customer satisfaction. Support the creation and optimisation of macros, templates, and standard responses. Ensure all content aligns with brand guidelines and correct tone of voice. Create new, relevant, helpful content based on data, feedback, and customer needs, while ensuring content is kept accurate, up-to-date, and accessible for customers and colleagues.
- Bot, Chat, and IVR Flow Management: Own and manage chatbot and IVR flows, including scripts, prompts, and architecture - Partnering with Technology teams when required. Analyse chatbot performance, including: containment/deflection rates, top unanswered questions, customer drop-off points, agent-handover data, etc. Use insights to refine flows and improve customer experience and resolution accuracy. Benchmark competitor chatbots to identify best practices and opportunities for improvement. Ensure all bot and IVR flows are fully documented, including architecture and reasoning.
- Data, Insights & Continuous Improvement: Use article ratings, search behaviour, and performance data to refine content and self-service strategy. Analyse low CSAT/BSAT scores and identify changes to improve customer experience and clarity. Collaborate with customer service teams to identify common customer issues and gaps in flows or content. Work closely with leadership teams to provide actionable insights that support coaching and feedback. Review “top unanswered questions” and implement changes where needed to reduce avoidable contacts.
- Collaboration & Support: Partner with the Platform Manager to align knowledge and flow improvements with platform strategy. Provide hands‑on support for platform/content changes, avoiding single points of failure. Work with Technology Business Partners to raise feature requests, test improvements, and provide feedback. Complete testing to ensure knowledge and flow changes work across all affected business areas.
- Order Management Support: Oversee critical and delayed orders, coordinating with stakeholders to ensure clear communication and well‑defined resolution plans for customers.
Capabilities required:
- Excellent written communication skills, with strong control of clarity, structure, and tone of voice.
- Ability to translate complex information into simple, helpful, customer‑friendly content.
- Skilled in knowledge management, content governance, and maintaining structured knowledge bases.
- Strong analytical mindset, able to use data (CSAT, article ratings, chatbot handovers, flow performance) to drive improvements.
- Experience designing or optimising chatbot and/or IVR flows.
- Creative problem‑solver with a focus on reducing avoidable contact and improving customer experience.
- Ability to influence and collaborate effectively with stakeholders at all levels - SMEs, frontline, senior leaders, etc.
- Strong stakeholder‑engagement and communication skills, able to present insights clearly and persuasively.
- Highly organised, able to document flows, manage updates, and maintain clear version control.
- Comfortable supporting macros/templates and improving colleague‑facing knowledge tools.
Experience / Qualifications:
- Essential: Experience in knowledge management, content design, customer service content, or digital self‑service. Experience writing for customer‑facing channels (Help Centres, chatbots, IVR scripts, macros). Background working with Zendesk or similar customer service platforms. Experience analysing customer behaviour, article performance, or chatbot/IVR performance metrics. Experience working in customer service, customer operations, or digital experience teams.
- Desirable: Familiarity with conversational design or digital assistant optimisation. Exposure to UX writing, service design, or operational content roles.
Group Customer Experience Platform Specialist role employer: DFS
Contact Detail:
DFS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Customer Experience Platform Specialist role
✨Tip Number 1
Get to know the company inside out! Research DFS, Sofology, and The Sofa Delivery Company. Understand their values, mission, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral. Plus, it shows you're proactive and keen to be part of the community.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and content management. Think about how your skills align with the role and have examples ready to showcase your expertise. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at DFS. Good luck!
We think you need these skills to ace Group Customer Experience Platform Specialist role
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Group Customer Experience Platform Specialist role. Highlight your experience in knowledge management and content design, and show us how your skills align with our mission at DFS.
Show Off Your Writing Skills: Since excellent written communication is key for this role, use your application to demonstrate your clarity and tone of voice. Write clearly and concisely, and make sure to proofread for any errors before hitting send!
Use Data to Your Advantage: We love data-driven insights! If you have experience analysing customer behaviour or performance metrics, share specific examples in your application. This will show us that you can use data to drive improvements in customer experience.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values at DFS.
How to prepare for a job interview at DFS
✨Know Your Stuff
Before the interview, dive deep into the role and the company. Understand DFS's mission and values, especially their focus on customer experience. Familiarise yourself with their brands and how they approach customer service, as this will help you align your answers with their expectations.
✨Showcase Your Writing Skills
Since the role involves creating and optimising content, be prepared to demonstrate your writing abilities. Bring examples of previous work, like articles or scripts you've written for customer-facing channels. Highlight how you’ve made complex information accessible and engaging for customers.
✨Data-Driven Mindset
The job requires an analytical approach, so be ready to discuss how you've used data to improve customer experiences in the past. Share specific metrics or insights you've gathered and how they influenced your decisions. This shows you can back up your strategies with solid evidence.
✨Collaborative Spirit
DFS values teamwork, so be prepared to talk about how you've worked with different stakeholders in previous roles. Share examples of how you’ve collaborated with tech teams or customer service staff to enhance knowledge management or improve customer flows. This will demonstrate your ability to engage effectively across various levels.
