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A leading furniture retail organization seeks a Customer Experience Platform Specialist to manage content on customer service platforms. You will ensure that all internal and external knowledge is clear, accurate, and helpful. The role involves overseeing chatbot and IVR flows, utilizing data to enhance customer experience, and collaborating with various stakeholders. Ideal candidates will have a background in knowledge management and experience with customer-facing content, specifically in environments like Zendesk. This position is full-time and located in Doncaster, South Yorkshire.
Job Type: Permanent Job Sector: Customer Service Region: Yorkshire Location: Doncaster Salary Description: Competitive salary based on skills and experience Posted: 02/02/2026 Recruiter: DFS Job Ref: dfs/TP/250060/3169 Job Views: 1
We’re home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.
At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.
Everyone WelcomeAcross our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.
We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you
Owns the creation, structure, and quality of all internal and external knowledge content on our customer service platforms. The role ensures customers and colleagues can easily find clear, accurate information that supports self-serve, reduces contact, and improves overall experience. It manages the customer Help Centre, internal knowledge bases, and content used across chatbots and telephony flows. Working closely with subject matter experts and platform teams, the role keeps content up-to-date, consistent, and optimised for deflection while keeping customer satisfaction at a great level. It is both creative and operational role - balancing content production with governance, insight-driven improvements, and continuous optimisation.
* Le salaire de référence se base sur les salaires cibles des leaders du marché dans leurs secteurs correspondants. Il vise à servir de guide pour aider les membres Premium à évaluer les postes vacants et contribuer aux négociations salariales. Le salaire de référence n’est pas fourni directement par l’entreprise et peut pourrait être beaucoup plus élevé ou plus bas.