Complaints Adviser in Golborne

Your new role… At Sofology, we know a sofa is much more than a piece of furniture; it’s where life happens. When things don’t go quite as planned, our customers need someone who listens, understands, and takes ownership. As a Complaints Adviser, you’ll be that person. You’ll be the voice of reassurance and resolution, handling customer concerns with empathy, professionalism, and care. By investigating issues, finding solutions, and keeping customers informed every step of the way, you’ll help turn challenging situations into positive experiences and rebuild confidence in the Sofology brand.

Using your exceptional communication and problem‑solving skills, you’ll manage complaints across multiple channels, ensuring every customer feels heard, valued, and supported. From investigating complex complaints and finance concerns to supporting customers through Subject Access Requests, property damage claims, and escalations involving the Furniture & Home Improvement Ombudsman or Section 75 claims, you’ll take ownership of every case, delivering fair outcomes and helping restore confidence in the Sofology experience.

A day in the life of…

• Managing a varied caseload of customer complaints, taking full ownership of each case and seeing it through to resolution.
• Investigating and resolving complaints relating to products, deliveries, service, and after‑sales experiences, ensuring every customer feels heard and supported.
• Handling finance‑related queries and complaints, including liaising with finance partners and supporting customers through regulated processes where required.
• Coordinating and responding to Subject Access Requests in line with data protection requirements and company procedures.
• Managing property damage claims, gathering evidence, liaising with relevant teams and third parties, and ensuring fair and timely outcomes.
• Supporting and managing escalated cases involving the Furniture & Home Improvement Ombudsman, Section 75 claims, and other external dispute resolution processes.
• Maintaining accurate, detailed case notes and documentation to ensure clear communication and a complete audit trail throughout each customer journey.
• Liaising with internal departments and external stakeholders to progress cases smoothly and efficiently.
• Ensuring all complaints are handled in line with company policies, regulatory requirements, and service standards.
• Working closely with your leadership team on complex or sensitive cases, taking a pragmatic approach to delivering the right outcome for our customers.
• Taking on ad hoc administrative duties as needed to support the wider team.
• Exhibiting flexibility by collaborating across the department and providing support as needed.
• Taking ownership of all tasks and ensuring they are completed to the highest standard.
• Keeping customers fully informed throughout their journey, providing proactive updates and taking responsibility for delivering a fair and positive resolution.

In an ideal world… You’ll already have a few of these skills and experiences up your sleeve… You don’t need previous complaints experience to join us. We’re looking for someone who genuinely cares about helping customers, can listen with empathy, and stays calm when handling difficult situations. You’ll embrace our ‘glow or grow’ mindset, take ownership of resolving issues, and be able to prioritise your workload to meet deadlines. We know that every customer and colleague is different – there truly is a seat for everyone at Sofology.

Pay & Perks… Great basic salary & company bonus, plenty of opportunities to learn & grow, 30% discount across the Group, plus 15% for your friends and family, access to discounts at 100’s of high street retailers, mental, physical and financial support (EAP), enhanced maternity & adoption pay, spend up to £1,500 at Currys / PC World and spread the cost through Sofology, additional days off, whether it’s your wedding, birthday or even the arrival of your new furry friend, a contributory health scheme, flu vaccines, access to a Doctor and private health check, income protection, bereavement and life assurance - you can count on us to be there when it matters, holiday buy back scheme (5 days).

A little bit is not mentioned here… but here’s a few more…. Sharesave, volunteer days and a cycle to work scheme!

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, embracing a variety of voices and perspectives. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under‑represented groups. Across the Group, we want to create an environment where everyone feels at home.