Customer Service Advisor - Hybrid Working

External Advertising Start Date
15 May 2024
Customer Service Advisor
Vacancy Type
Contact Centre banner


Dunelm are recruiting for Part 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 on Monday 15th July 2024

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



This is a Hybrid role and you will be required to work from our support site on 3 out of 4 of your working days once your shift pattern commences on Monday 12th August.

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.

Our support site is located in Radcliffe, Manchester. 

Dunelm is committed to becoming a fully inclusive business that is representative of our customers and locations. We recognise the value in diversity and welcome applications from all candidates regardless of sex, age, race, religion, ability, gender or sexual identity, socio-economic background or education. We are committed to making Dunelm a place where everyone can enjoy a successful career and have systems in place to support all our staff. We are seeking applications from candidates who share our values and celebrate diversity in all its forms.  

Work your way

Work your way

We have adapted our ways of working to make sure everyone can feel at home, wherever they work. For most roles, we offer flexible working options. For our Customer Contact Centre colleagues, that includes the option of working from home and the possibility of adjusting your hours to accommodate the other important things in your life.

Wellbeing is more than just a buzzword

Wellbeing is more than just a buzzword here

From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we're committed to supporting our colleagues in every area – and at every stage – of their lives. Through our partnership with the Retail Trust, everyone at Dunelm has free access to a 24/7 Virtual GP, as well as therapy and counselling, plus information, guidance and advice in all areas of financial, emotional and physical wellbeing.

Where you’ll
be working

Here is where you'll be based, whether that's an office, or store or one of our sites.

Get Directions

Keep on growing

We want you to get as much out of working with us as possible. That's why we'll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests. For you, this includes:

Housewarming & Settling In
Housewarming & Settling In where you can find out more about the wider business, our culture, behaviours, networks and wellbeing support
Thrive, our learning and skills platform
Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role
Our Enterprise Leadership Programme
Our Enterprise Leadership Programme designed specifically for our strong growth potential Heads of Department to help them reach the next level in their career
Our INSPIRE Programme
Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability
Our Core Leadership Programme
Our Core Leadership Programme designed to prepare our next generation of Line Managers
Personal Effectiveness
Personal Effectiveness workshops and self-led learning, also delivered through Thrive
Apprenticeships opportunities
Apprenticeships opportunities relevant to your role – from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters)
Colleague Development Fund
Colleague Development Fund to support colleagues in accessing external training relevant to your role
Coaching and mentoring
Coaching and mentoring to support you in your current role and help you prepare for the next
Functional academies
Functional academies that offer training to support you in the technical aspects of your role
Self-awareness tools
Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie
Progress conversations
Progress conversations that reflect on how you're doing and define your focus areas for the coming months
Career conversations
Career conversations that explore what you want from your career, in light of your current capabilities, potential and future aspirations

Meet your team

Christopher, Skills Trainer

Meet your team

I’m in my happy place when…

"Feeling at home’ has always been the driving factor to stay, and the people I work with are brilliant. They make my day."

Christopher, Skills Trainer

Saloni, Customer Experience Systems Analyst

Meet your team

I’m in my happy place when…

"You are supported and welcomed and what really makes Dunelm is that everyone comes together, and that community feel is here."

Saloni, Customer Experience Systems Analyst

Dean, Team Leader

Meet your team

I’m in my happy place when…

"I feel a sense of belonging even though it’s a big company."

Dean, Team Leader

Rewards you deserve

Along with competitive rates of pay, we offer a range of other great benefits to help you make your money go further.

Salary Advance

Salary Advance so you can access up to 50% of the money you've earned during the month, rather than having to wait until pay day

Instant discounts

Instant discounts with a range of other companies to help you stretch your budget

Pension contributions

Pension contributions to help you save for your retirement

ShareSave scheme

ShareSave scheme that enables you to save monthly and buy Dunelm shares at a discounted rate, building up your investments for a rainy day

Continuous training and coaching

Continuous training and coaching to ensure you feel confident in your current role and ready for any new challenges

Access to wellbeing support

Access to wellbeing support as and when you need it, including an online GP for you and your immediate family

Colleague networks

Colleague networks that give everyone a voice and create an environment where we all feel at home

Outstanding development opportunities

Outstanding development opportunities and all the support you need to grow your career the way you want

28 days annual holiday

28 days annual holiday plus your birthday off to celebrate, and another day when you move home, so you can get settled in

Generous discounts

Generous discounts on all our own products, in-store and online to help you make your house a home

Cycle to work scheme

Cycle to work scheme to help you keep your fitness up and your travel costs down

Charity day off

Charity day off (paid, of course) so you can volunteer for a charity that matters to you

Free on-site parking

Free on-site parking (excluding London office) and good public transport links

How did we get here?

Today, Dunelm is a leader in the £11bn UK homewares market. With over 170 stores across the country and a successful online operation – – we offer over 60,000 products across a broad range of categories. But where did it all begin?


Founder, Bill Adderley and his wife Jean take on a stall in Leicester Market selling curtains. Within a month, they make 600% profit.


First bricks-and-mortar store founded in Churchgate, Leicester.


With momentum growing, first flagship store opens in Leicester, East Street, offering warehouse facilities for expansion across the region.


First superstore opens in Rotherham, offering premium brands such as Dorma, which the company goes on to acquire.


Bill's son Will is appointed CEO of the company, following in his father's footsteps.


Now a household name in the Midlands, Dunelm Mill opens a head office with warehouse facilities in Syston, Leicestershire.


The acquisition of a small custom-made curtains business marks the start of Dunelm's made-to-measure service.


A landmark year as Dunelm Mill opens its 50th store and a new central warehouse in Burton. The company goes on to open new stores at a rate of 10 each year.


A fully shoppable website goes live, with a dedicated warehouse below our Radcliffe store


Dunelm floated on the London Stock Exchange, marking the beginning of a new era for the company.


In Liverpool, the company opens its 100th store, having celebrated its 30th birthday in 2009.


To accommodate continued growth, Dunelm builds a new head office in Syston.


Company rebrands from 'Dunelm Mill' to 'Dunelm' – reflecting what our customers have called us for years.


Our family grew to include Worldstores.


Nick Wilkinson joins the business as our new CEO.


To accommodate our continued growth, Dunelm opens a fourth warehouse in Daventry.


Launch of our ‘Conscious Choice’ collection – homeware that lasts longer and is made from more sustainable materials.


Our third Delivering Joy Christmas campaign, with stores supporting over 700 local community causes and donating more than 61,000 gifts.

How to apply

Here you'll find all the information needed to make a great application

Our application process

Our application process

You're ready to apply - here's some information about what to expect.

Hints and tips

Hints and tips

Okay, so you've found the job you want. What can you do to give yourself the best chance of success?



If you have some questions and queries about the process, we're here to answer those for you.