Your new role

About the role

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're confident 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. That’s why we offer benefits that help you grow, feel looked after, and enjoy life beyond work. Here’s what we have to offer:

• 22 days holiday, plus the option to buy up to 5 more

• Enhanced family leave, with up to 20 weeks at 90% pay after one year, or 10 weeks at 90% if you’ve been with us less than a year

• 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

We’re 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, we’d still love to hear from you.

If you need any adjustments or additional support during the application process, please contact our Talent Team at [email protected], and we will be happy to help.

Sofology