Domestic & General
Customer Support Representative - CSI Team
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Customer Support Representative - CSI Team
Location: Nationwide
Contract Type: Permanent
Closing Date: Thursday 9th July 2026
The Vacancy
Our CSI Department is currently recruiting for a Customer Support Representative to join their team on a permanent basis. This is an exciting opportunity to join a busy team within Service Operations and to expand your service knowledge and experience.
What will you be doing?
As a Customer Support Advisor in our CSI department, you’ll see that customers get a fantastic experience by solving problems and dealing with discrepancies that they may have with their policies.
Using your expert service skills to give added peace of mind, you will communicate with our customers via a range of methods including phone and social media platforms such as Facebook, Twitter, Instagram, TrustPilot, and LinkedIn.
This is a varied role so you will need to be highly adaptable and able to think on your feet!
Your main priorities will be:
- Dealing with data merge and breaches
- Investigating discrepancies
- Solving customer problems whilst the customer is on the phone
- Providing customer service via social media channels including booking repairs, answering customer queries, and responding to and raising complaints
- Managing and responding to Trust pilot, Facebook, and Google reviews
- Setting up and managing plans for JL Furniture customers
- Setting up D&G employee discount plans
- Assisting D&G employees with setting up JL Protect Plus plans
- Receiving and managing “Signet calls” which are from customers who have set up jewellery plans in store at H.Samuel, Ernest Jones, and Lesley Davies
- Assisting HSBC, AO, Argos, and Game customers with technical issues with their laptops and PCs
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What else to expect:
- You’ll work on a shift pattern from Monday to Sunday, 8am to 8pm (weekend work includes two full weekends, one Saturday and one Sunday in every eight weeks).
- The role can be fully remote or hybrid.
- You will receive extensive training and support allowing you to develop your skills. This includes TECH training to allow you to support customers issues first hand!
The experience and skills you need:
- A solid background in targeted customer service.
- Great attention to detail and be an opportunity spotter.
- Excellent level of repair knowledge.
- Self-motivated.
- Great communication skills – you’re at ease building rapport, listening to customers, and demonstrating empathy when needed.
- Proven experience of working autonomously or in a home-based position.
- A brilliant multi-tasker and able to navigate several systems whilst also communicating efficiently with customers on the phone.
- Highly adaptable, being able to switch between methods of communicating with customers efficiently.
- A team player committed to creating an excellent customer experience.
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Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
The culture at Domestic & General is creative, fast-moving, and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on the journey.
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