Overview
Customer Service Advisor role at apetito UK on a 12 months fixed-term contract, 30 hours across 5 days per week. The role is critical to the success of our business and involves taking customer orders by telephone or internet and making outbound courtesy calls. Our customers are predominantly elderly and rely on our office team to place orders. We expect empathy, patience, kindness, friendliness, care and warmth in every interaction. The role includes taking orders and making outbound calls; these calls help support customers who may be isolated. The ultimate goal is to provide a service that exceeds expectations while continuously improving efficiencies. The pay is £12.60 per hour plus bonus and company benefits.
Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, cooking and delivering over 330 frozen meals across the UK. We are ethical, sustainable and committed to Net Zero by 2040, and we pride ourselves on good old-fashioned service.
Responsibilities
* Take telephone and internet orders 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 call or contact.
* Update customer records and liaise with customer relatives as required.
* Ensure customers know how to cook, store and re-order meals as necessary.
* 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 our service proposition.
* Promote the benefits of Wiltshire Farm Foods healthy and nutritious meals to customers.
Essential
* Experience of a customer service role
* Confident using a personal computer to manage and process orders
* Confident telephone manner
* Able to pay attention to detail and be accurate in your work
* Numerate and good written English; GCSE Maths & English standard or equivalent
* Able to work to deadlines
Desirable
* Have worked in the elderly/care market
* Experience of 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; treat every customer as an individual.
* Have a clear telephone voice and adapt your style to meet the needs of every customer.
* Ability to communicate and relate to people at all levels.
* Ability to work under own initiative, plan own day, manage own time.
* Act as a link for drivers and customers if problems arise during a delivery round.
* Learn our in-house computer systems, manage orders, route sequencing and database management for prospects, current or lapsed customers.
* Enjoy working as a team member and be passionate about promoting the WFF product range and service proposition.
* Flexible approach to work content and willingness to help with other areas of the business as needed.
* Discretionary annual bonus scheme
* Pension scheme - employer matched contributions up to 4%
* Life assurance scheme worth at least 1x annual salary
* Free turkey or voucher at Christmas
* Apetito perks scheme including salary sacrifice options and retail discounts
About apetito
We are a family-owned business dedicated to making a real difference by delivering outstanding meals. We develop products to enhance health and well-being and are committed to feeding some of the UK’s most vulnerable people. We support British food and farming, sourcing ethically and sustainably to align with our Net Zero by 2040 goals.
Our ethical standards are recognised by ETI and we are an accredited Living Wage employer. We embrace inclusion and empower individuals from diverse backgrounds to reach their full potential.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Food and Beverage Manufacturing
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