Overview
Join to apply for the Customer Service Advisor role at apetito UK.
12 months fixed-term contract • 30 hours, across 5 days per week. The role of our Customer Services Advisor is critical to the success of our business. Our customers are predominantly elderly and rely upon our office teams to take their orders over the phone or via the internet.
Wiltshire Farm Foods supplies frozen meal solutions direct to the consumer. We have a cold store to accommodate the stock necessary to deliver to our customers each week. The ultimate goal is to provide a service to our customers that exceed expectations while at the same time continuously improving efficiencies. salary: £12.60 per hour + bonus + company benefits.
Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, cooking and delivering over 330 different frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals. We are an ethical and sustainable organisation dedicated to good old-fashioned service and committed to a sustainable future.
Responsibilities
* Take telephone and internet orders from customers and make outbound calls to customers and prospects.
* Support drivers with route planning for the next day’s delivery rounds.
* Ensure each customer receives exemplary service on every interaction.
* Update customer records and liaise with customer relatives as required.
* Ensure customers’ needs are met and advise on cooking, storage and re-ordering of meals.
* Prepare promotional literature and communicate details of new products or promotions to customers.
* Search for and pursue new business opportunities.
* Share best practices with colleagues to continuously improve service proposition.
* Promote the benefits of WFF healthy and nutritious meals to all customers.
Essential qualifications
* Experience in a customer service role
* Confident using a personal computer to manage and process orders
* Confident telephone manner
* Attention to detail and accuracy
* Numerate and good written English; GCSE Maths & English or equivalent
* Able to work to deadlines
Desirable qualifications
* Experience in the elderly/care market
* Experience working in a team environment
* Full UK Driving Licence
Personal qualities
As one of our team you will be focused on excellent customer service with a caring and empathic nature. You will demonstrate a real interest in people and be able to communicate effectively with members of the public and their families.
* This is a “people” focused role and requires individuals who enjoy engaging with a wide variety of elderly customers.
* Take an active interest in getting to know every customer and become a trusted friend.
* A good listener who treats every customer as an individual.
* Clear telephone voice with the ability to adapt your style to meet customer needs.
* Ability to communicate and relate to people at all levels.
* Ability to work under own initiative, plan your day and manage your time.
* Act as a link for drivers and customers if problems arise during a delivery round.
* Learn in-house computer systems, manage orders, round sequencing and database management for prospects, current or lapsed customers.
* Enjoy working as part of a team and be proactive in promoting the WFF product range and service proposition.
* Flexible approach to work content and willingness to help with other areas as needed.
Benefits
* Competitive salary – Living Wage employer
* 33 days holiday per year including bank holidays
* Option to purchase up to 5 additional days holiday per year
* Discretionary annual bonus scheme
* Pension scheme with employer matched contributions up to 4%
* Life assurance of at least 1x annual salary
* Free turkey or voucher at Christmas
* apetito perks scheme with salary sacrifice options and retail discounts
Employment details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Food and Beverage Manufacturing
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