Customer Service Advisor - Hybrid Working

Our Customer Service Advisors are responsible for resolving customer queries via phone, live chat and email. We are proud of the impact we make for Dunelm, always putting our customers first and are a key support network for all areas of our business., You will be required to attend our support site as requested for training purposes for the first 4 weeks from Monday 15th July - Friday 9th August.,

• Deliver an exceptional standard of customer service, in line with customer and business expectations.


• Maintain high levels of accuracy across all work streams.


• Adhere to all of Dunelm's policies, processes, and procedures


• Actively engage in 1-2-1's and coaching sessions with your line manager, focussed on improvements and achieving objectives set.


• Responsible for utilising tools available, keeping engaged in any communication, ensuring individual knowledge is kept up to date.


• Proactively being the voice of the customer, sharing any customer themes and contact reasons.


• Take ownership of personal and professional development by proactively building own knowledge, Skills and Behaviours, working towards clear objectives and progress conversations.


• Engage in huddles to keep up to date with the latest communications to build strong working relationships with all colleagues.


What we'll look for in you

Your role is to provide high levels of customer service, focusing on delivering a great outcome for all of our customers, creating customer loyalty and increasing their confidence in our brand.

Role requirements:

• Background in customer service in a Contact Centre environment


• Passionate about servicing customers


• Proven track record of achieving KPI's


• Strong team working skills, positively communicating to support and improve engagement


• Flexibility to work shifts between the hours of 8am-9pm Monday-Sunday, in line with your team's shift pattern.


Want to know more?

We could give you the same boring talk and tell you about the daily duties, but we're different! We are looking for people that want to join our growing successful company, sharing the satisfaction we get from helping our customers and of course, having the same passion for our products and company values as we do.

Let's face it, from time to time you may be dealing with calls, live chat and emails from unhappy customers. We agree, this is not the easiest task, however our leadership team and colleagues are always there to help and support you.

We are proud of our training programs and offer an in-depth training plan to help you find your feet in the first few weeks. We also have a great Learning and Development team who are always looking at new ways to help us with our roles, and of course you will always have the ongoing support from your colleagues and team.

As you can imagine being a forward-thinking company our drive is to always find new ways to improve our services, how to make customers journeys smoother and to keep it simple. Our Customer Care Team is forever changing and we love to hear ideas from you.

Our training isn't just for our newest colleagues, all our colleagues receive continuous training on changes and new ways of working, alongside refreshers, online training and upskilling.

Dunelm are recruiting for Part Time Permanent Customer Service Advisors, with lots of added benefits., The training requirements are from Monday - Friday 9am-5pm, full-time for the first 4 weeks.

Training dates:

Monday 15th July - Friday 9th August

You will be required to attend some training sessions in person for this duration, located in our support site in Radcliffe, Greater Manchester area.

Following the 4 week training period, we have the below shift pattern available:

Hybrid Shift Pattern:

• Sunday OFF


• Monday 9am - 5pm (In office)


• Tuesday OFF


• Wednesday OFF


• Thursday 9am - 5pm (In office)


• Friday 9am - 5pm (In office)


• Saturday 9am-5pm (Remote)


We may ask for a 10-15% increase in your hours during our peak periods which occur for around 6 weeks in summer and winter.

Hourly rate - £11.44 - £11.55 after probation

The Important Bits...

Our Operation:

Our Customer Care Team operates 7 days a week and we are looking for new Part Time Customer Service Advisors to work a minimum of 30 hours, over 4 days a week.

Opening Hours:

• Monday - Friday 08:00-21.00


• Saturday - 08:00-18:30


• Sunday - 09:00-17:00