Customer Service Advisor at Dunelm (WFH)

Are you passionate about delivering exceptional customer service? Dunelm is seeking a dedicated Customer Service Advisor to join their remote team. Based in Manchester (M26 3ED), this role offers the flexibility of working from home. Dunelm is looking for individuals with a background in customer service, preferably within a Contact Centre environment, who can demonstrate a proven track record of achieving KPIs. Strong team collaboration and positive communication skills are essential, as you’ll play a key role in supporting customer satisfaction and improving engagement. If you’re motivated, reliable, and ready to make an impact, apply now!

About Dunelm

Dunelm is dedicated to creating the joy of truly feeling at home, both now and for future generations.

A home is more than just a place—it is a feeling. Dunelm believes that truly feeling at home is one of life’s greatest joys.

With over 40 years of growth, Dunelm has expanded from a stall on Leicester Market to a thriving business with over 180 stores, an extensive online selection of 100,000 products, a dedicated distribution and home delivery network, a manufacturing centre, and a customer care centre.

Dunelm strives to provide customers with an exceptional experience by offering high-quality products, valuable choices, and helpful services, all while maintaining sustainability and affordability.

For those who enjoy a hands-on, proactive approach to work, Dunelm offers an engaging and rewarding environment. As the UK’s number one choice for homewares, Dunelm is committed to making home life smoother and more comfortable for its customers. The company welcomes individuals from diverse backgrounds who share its entrepreneurial spirit and practical mindset.

Position: Customer Service Advisor

Job Type: Full time

Location: Remote, UK

About the Role

Job Advert (Remote – Full time – 34 – 37.5 hours)

Dunelm are recruiting for Full Time Permanent Customer Service Advisors, with lots of added benefits.

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.

We are looking for Customer Service Advisors to be available to start with us as soon as possible.

Our Customer Care Team operates 7 days a week and we are looking for Customer Service Advisors to work between 34 and 37.5 hours, over 4 or 5 days a week.

The training schedule is Monday – Friday 9am-5pm, for the first 4 weeks.

Following the training period, you will be assigned a shift pattern that is suitable to the needs of the operation.

We require full flexibility for this role and candidates should be available to work during our hours of operation, which include evenings and weekends.

Hours of Operation:

Monday – Friday 08:00-21.00

Saturday – 08:00-18:30

Sunday – 09:00-17:00

We have a variety of shift patterns available which will be discussed with you during onboarding.

Requirements

• All colleagues are expected to be trained on and able to work all inbound contact methods, including Phones, Live Chat & Email, to ensure our customers can contact us in a way that best suits them.
• Colleagues are required to have a private space to work at home with Wi-Fi that has a minimum internet speed of 30mbps. You will be provided with a laptop and headset as part of your induction.

What you’ll be doing

• 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-Friday, Saturday 8-6pm, Sunday 9-5pm, 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.