Customer Service Advisor - Fixed Term in Golborne

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.

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, in accordance with DPA, 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.
• Contacting customers to arrange service visits as quickly and efficiently as possible, always trying to influence the first available dates so that capacity is effectively managed.
• Effective planning, scheduling and routing of technician areas to maximise jobs per day and reduce lead times.
• Ensuring visits to Stores and CDCs are completed as efficiently as possible and all details are recorded correctly for debiting purposes while keeping our stores fully informed along the way.
• Ensuring all data is accurately uploaded to the relevant technician routing systems.

Pay & Perks include:

• Great basic salary with a team bonus.
• Plenty of opportunities to learn & grow.
• 30% discount across the Group, plus 15% for your friends and family.
• Access to discounts at 100s 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.
• Holiday buy back scheme (5 days).
• Sharesave, volunteer days and a cycle to work scheme.

A Little Bit About Sofology: 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. We’re all about crafting an unrivalled sofa experience that leaves our customers and Sofologists in awe. We wholeheartedly embody our values, infusing them in every aspect of our work.

Equal Opportunity Statement: 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.