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This role involves working 37.5 hours per week, any 5 days out of 6, with Saturday on rotation, on a six-month fixed-term contract.
The role of our Customer Services Advisor is critical to the success of our business.
Our customers are predominantly elderly and rely on our office teams to take their orders over the phone or via the internet.
The defining characteristics of our Customer Services Advisors are organization and efficiency. Beyond technical skills, the most important attributes are empathy, patience, kindness, friendliness, care, and warmth towards our customers.
The role involves taking customer orders and making outbound courtesy calls, which are especially important as many customers live alone and the calls may be their only contact in a day. Customers often become very attached to their "friends" at Wiltshire Farm Foods.
Wiltshire Farm Foods supplies frozen meal solutions directly to consumers. We have a cold store to manage stock for weekly deliveries.
The ultimate goal is to provide a service that exceeds expectations while continuously improving efficiency.
Compensation is £12.36 per hour from 1st January 2025 (£12.60 from 1st May 2025), plus bonus and company benefits.
Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, delivering over 330 different frozen meals across the UK, mainly to the elderly, their families, and healthcare professionals.
We are committed to making a positive difference in our customers’ lives by providing excellent service and continuously innovating to meet their needs.
We operate ethically and sustainably, believing in doing the right thing.
Responsibilities include:
1. Handling telephone and internet orders and making outbound calls to customers and prospects.
2. Supporting drivers with route planning for upcoming deliveries.
3. Providing exemplary service during each contact.
4. Updating customer records and liaising with relatives as needed.
5. Ensuring customers know how to cook, store, and re-order meals.
6. Preparing promotional materials and communicating new products or offers.
7. Seeking new business opportunities.
8. Sharing best practices with colleagues to improve service.
9. Promoting the benefits of WFF’s healthy meals.
Essential requirements:
* Experience in a customer service role
* Confident with managing orders on a PC
* Effective telephone manner
* Attention to detail and accuracy
* Numeracy and good written English (GCSE Maths & English or equivalent)
* Ability to meet deadlines
Desirable qualities:
* Experience in the elderly/care sector
* Teamwork experience
* Full UK Driving Licence
Personal qualities:
We seek individuals focused on excellent customer service, with a caring and empathetic nature. You should enjoy engaging with elderly customers, act as a trusted friend, and communicate effectively at all levels. Ability to work independently, manage your time, and learn our systems is essential. Flexibility and a team-oriented attitude are also important. Benefits include a competitive salary (Living Wage), 33 days holiday, optional extra days, bonus scheme, pension contributions, life assurance, Christmas voucher, and retail discounts.
As a family-owned business, we pride ourselves on making a difference and providing high-quality meals that promote health and well-being. We support British food and farming, aiming for Net Zero by 2040, and are committed to inclusion and sustainability.
Additional details:
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: Food and Beverage Manufacturing
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