Customer Service Advisor

Overview

Dunelm, Remote Customer Service Advisor Position

Dunelm is currently recruiting for Full Time Temporary Customer Service Advisors to support Dunelm on a 12-week fixed-term contract. This role is designed to assist during Dunelm's busiest peak months leading up to Christmas and through Dunelm's winter sale.

Job Overview

Dunelm's Customer Service Advisors are responsible for resolving customer queries via phone, live chat, and email. Successful candidates will have experience in a fast-paced environment, problem-solving, and achieving customer satisfaction.

• Hourly rate: £11.44
• Start Date: 11th November
• End Date: 1st February
• Temporary contract
• 37.5 hours per week
• Nationwide Fully Remote position

Responsibilities

• Deliver an exceptional standard of customer service, aligning with customer and business expectations.
• Maintain high accuracy levels across all work streams.
• Adhere to Dunelm’s policies, processes, and procedures.
• Utilize available tools, stay engaged in communication, and keep individual knowledge up to date.
• Proactively represent the voice of the customer, sharing themes and reasons for contact.
• Take ownership of personal and professional development by attending regular 1:1 meetings and being responsive to feedback.
• Engage in huddles to remain updated with communications and build strong relationships with colleagues.
• Complete three weeks of full training via Teams to start the role confidently.

Performance Metrics

• Achieve contact centre and customer service advisor objectives, including call handling times, customer satisfaction scores, and quality assessments.
• Confidently navigate various systems, including Salesforce.
• Adhere to schedules and complete tasks as required.

Requirements

Role Specific:

• Fully flexible to work between 8am and 9pm, including weekends.
• Ability to manage all inbound contact channels, including Calls, Live Chat, and Email.
• Proven track record of achieving KPIs.
• Strong team-working skills with positive communication to support and enhance engagement.

Home Working Setup

You will need access to:

• A Laptop and Headset (provided during induction).
• Reliable Wi-Fi with a minimum speed of 30mbps (proof may be requested).
• A private space to work free from distractions.

Rewards You Deserve

Along with competitive pay, Dunelm offer a range of benefits to help you make your money go further:

• Salary Advance: Access up to 50% of your earned pay before payday.
• Instant Discounts: Discounts with various companies to help stretch your budget.
• Pension Contributions: Save for your retirement.
• ShareSave Scheme: Save monthly and buy Dunelm shares at a discounted rate.
• Continuous Training and Coaching: Support for your current role and any new challenges.
• Access to Wellbeing Support: Online GP services for you and your family.
• Colleague Networks: Create an inclusive environment where everyone has a voice.
• Outstanding Development Opportunities: Support to grow your career.
• 28 Days Annual Holiday: Plus your birthday and one day for moving home.
• Generous Discounts: On all Dunelm products, both in-store and online.
• Cycle to Work Scheme: For fitness and cost-effective commuting.
• Charity Day Off: Paid time off to volunteer for a charity of your choice.
• Free On-Site Parking: (excluding London office) and good public transport links.