DFS Customer Service Advisor

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, Selfridges, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

Are you passionate about delivering outstanding customer service and ready to make a difference in the world of home comfort?

We’re on the lookout for enthusiastic individuals to join our team and represent DFS – the UK’s number one sofa retailer. With over five decades of experience helping customers find their perfect sofa, DFS is a brand built on comfort, quality, and care.

As a Customer Service Advisor, you'll be the friendly voice behind the DFS brand, guiding customers across the UK through every stage of their journey, from choosing the perfect sofa to delivery and aftercare. Whether you’re answering enquiries, resolving issues, or processing orders, your role will be all about making people feel valued, supported, and at home.

This is a permanent, full-time role starting Monday 23rd February, with two weeks of paid training to get you fully up to speed.

You'll work as part of a warm, welcoming, and collaborative team that’s committed to providing solutions with empathy, clarity, and care. Your communication skills, attention to detail, and ability to build rapport will directly contribute to customer satisfaction and brand loyalty.

This isn’t just a job, it’s a chance to be part of something meaningful. In a fast-paced and rewarding environment, you’ll help uphold the values that have made DFS the UK’s leading sofa retailer for over 50 years.

At DFS, it’s not just about furniture - it’s about delivering comfort, confidence, and great experiences, one customer at a time.

Our typical shift pattern involves: 40 hours per week, fully flexible Monday to Sunday; between 8am-8pm.

Start Date: Monday 23rd February 2026.

Training Duration: 2x weeks. Monday to Friday 9am-5.30pm

Please note. This is a permanent position based at our site in Motherwell.

You’ll work in a supportive, team-focused environment where your personality and passion for helping others will truly shine. At DFS, customers don’t just buy furniture – they buy comfort, trust, and peace of mind. Your role is to make sure they get exactly that.

Your role can include, but isn’t limited to:

• Speaking with customers via phone, email, live chat, and social media.
• Answering questions about products, orders, delivery, and aftercare.
• Providing friendly, helpful, and clear communication.
• Logging accurate notes on customer accounts.
• Offering resolutions that leave our customers smiling.
• Supporting colleagues and contributing to an upbeat team culture.
• Demonstrating detailed product knowledge to build customer confidence.

If you enjoy helping people, solving problems, and being the reason someone’s day improves, this is the perfect role for you. Every day at DFS brings new challenges and new customer stories.

Whether it’s assisting with a delivery query or helping a customer make the right choice for their home, you’ll be providing the kind of service that keeps DFS at the heart of British homes.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Exceptional communication skills.
• The ability to build rapport and empathise with customers.
• Strong problem-solving abilities.
• Tech-savviness and comfort with using multiple systems.
• A calm, solutions-focused mindset under pressure.
• A positive attitude and a real passion for helping people.
• Team spirit and a willingness to go the extra mile.
• Ideally, some knowledge or interest in home furniture or…