Customer Service Advisor

Overview

At Dunelm, we’re proud to help our customers make their homes feel just right — whether they’re decorating a first home, refreshing a favourite room, or adding a seasonal touch. From the perfect sofa for cosy movie nights to curtains that finally block out the light, we help turn houses into homes.

Start date 2nd November - Permanent positions

Pay

• £12.71 per hour during probation
• £12.80 per hour once probation is passed

The role

We’re looking for friendly, confident and helpful people to join our Customer Service team on a full‑time, permanent basis. You’ll be supporting customers across phone, live chat, email and social media — helping with everything from product questions to delivery updates.

This is a remote role, with the option to work from one of our sites if you prefer:

• Customer Care Centre — Radcliffe, Manchester
• Store Support Site — Leicester

Working hours

We’re here for customers 7 days a week, so full flexibility is essential, including evenings and weekends.

Your first 4 weeks will be dedicated to training, Monday to Friday, 9am–5pm.After training, you’ll move onto a rotating shift pattern that may include:

• Weekdays: 8am–9pm
• Saturdays: 8am–6:30pm
• Sunday: 9am–5pm

Shifts vary weekly and may change depending on business needs — perfect if you enjoy variety.

Why you’ll love working with us

You’ll join a team that cares — about customers and about each other. We’re friendly, supportive and proud of the difference we make every day. If you enjoy great conversations, solving problems and being part of a team that truly helps people, you’ll fit right in.

You’ll be measured on Customer Satisfaction, First Contact Resolution and handling time, but above all, we’re looking for people who put the customer at the heart of every decision.

What you'll be doing

No two days are the same. You’ll:

• Support customers across phone, live chat, email and social media
• Answer quick questions and handle more complex issues
• Bring a calm, clear and customer‑focused approach to every interaction
• Receive full training and ongoing support to help you feel confident and capable

What we'll look for in you

• A quiet, private space to work from home
• A strong internet connection (minimum 30mbps download)
• Confidence using computers and a natural way with words
• A positive attitude and a genuine desire to help

We’ll provide your laptop, headset and everything else you need.

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