As a Customer Service Agent within the Property Damage Team at DFS, you'll be responsible for managing customer claims raised through our drivers or sites. Your role will involve reaching out to customers via phone and email to discuss their claims, ensuring a professional and empathetic conversation. You'll gather all relevant details, offering support and working towards a timely resolution to each case.
What you'll be doing
1. Dealing with customer complaints where damage has been caused to the customer's home upon delivery, ensuring the best resolution is provided.
2. Working alongside the distribution centre to start the investigation process where property damage has not been logged by the drivers on the day of delivery.
3. Meeting the customers' expectations on time scales.
4. Discussing cost prices for property repairs and collaborating with third-party companies for property repairs.
5. Agreeing on commercial settlements with customers to close the complaint.
The role is for you if...
* You can work to deadlines and SLA.
* You thrive in fast-paced environments.
* You are trustworthy and business/customer oriented.
* You are happy working hours of 9am - 5.30pm with hybrid working (3 days at our Doncaster Head office and 2 days at home).
About DFS
Did you know a DFS sofa is in one-third of Britain’s homes? Since 1969, we’ve been creating, marketing, and selling sofas that reflect people’s unique styles and tastes. We’ve always led the market, bringing comfort and great design to communities both online and in person.
We’re the UK’s leading sofa retail specialist, but here’s the secret to our success - it’s our people. They’re at the heart of what we do, and together, they’re crafting us towards our ambitious future.
* Salary: Competitive salary based on skills and experience with bonus opportunities.
* Contract Type: Fixed Term.
* Closing Date: 01 June, 2025.
* Job Category: Office and Home Working.
* Business Unit: DFS Corporate.
* Location: Doncaster, United Kingdom (Incl. Northern Ireland).
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