Customer Service Advisor - Fixed Term in Warrington

At Sofology, we’re more than just sofas; we’re about creating those feel-good moments that make a house a home. As a Customer Support Advisor in our Contact Centre, you’ll be the friendly voice, face over webchat and email behind the brand, ensuring every customer’s experience has that red carpet treatment that keeps them coming back.

Whether it’s sorting payments, chasing an order update, booking a technician visit, or helping with a product query, you’ll be the go-to expert who knows how to turn a tricky problem into a simple solution. No two days are the same, but one thing always is: your passion for making every customer feel listened to, supported, and valued.

You’ll own every case from start to finish, ensuring you get it right the first time. That means delivering resolutions that aren’t just quick and professional, but personal, the kind that customers remember for all the right reasons.

A day in the life of a Customer Support Advisor includes:

• Being a dedicated case handler for your customers, taking full ownership of all customer issues and seeing each case through to either complete resolution or the next stage in their customer care journey.
• Ensuring first-time resolution is provided every time, guaranteeing the customer experience remains seamless and unaffected.
• Answering incoming calls professionally and aiming to resolve queries efficiently within departmental SLAs.
• Processing and responding to emails and general correspondence in a professional and timely manner, ensuring customer needs are met.
• Completing accurate notes in line with customer interactions to maintain clear and effective communication throughout the case.
• Promoting the brand positively by encouraging customers to leave reviews and recommendations.
• Liaising with relevant teams or departments to ensure customers' journeys are progressed smoothly and efficiently.
• Adhering to Sofology processes as required to ensure a consistent and high-quality service.
• Taking on ad hoc administrative duties as necessary to support the team’s operations.
• Ensuring housekeeping duties are completed to maintain an organised and clean working environment.
• Exhibiting flexibility by working on a rota basis and providing necessary cover where needed.
• Working within the guidance of the Consumer Rights Act when resolving issues relating to product faults or damage.
• Triaging, diagnosing and agreeing on the right first-time resolution for customer issues relating to product faults and damage.

In an ideal world, you don’t need to have telephone experience to join us. All we ask for is a true passion for delivering that red carpet experience to your customers; someone who can demonstrate a passion for delivering an unrivalled customer experience, will embrace our ‘glow or grow’ mindset and has the ability to work to deadlines by prioritising their workload.

We know that none of our customers are the same and that goes for our Sofologists too - there truly is a seat for everyone at Sofology!

We offer a great basic salary with a team bonus, plenty of opportunities to learn & grow, and a 30% discount across the Group, plus 15% for your friends and family. Additional benefits include mental, physical and financial support, enhanced maternity & adoption pay, and a contributory health scheme.

We’re a fun place to be and we know our people are priceless. We’re proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious.

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.