Customer Service Advisor

at  apetito

WHO WE ARE

Wiltshire Farm Foods have been cooking and delivering delicious frozen meals for over 25 years.
Part of the apetito group, an award winning leading food producer for the health and social care sector, providing delicious, nutritious and sustainable meals for people at home or in care.
We’re proud to be a Living Wage employer and member of the Ethical Trading Initiative. We support British food and farming and operate a successful programme of waste reduction and resource efficiency across our whole business.
In addition to your salary you will receive a comprehensive training program, generous annual leave holiday entitlement, the ability to buy additional annual leave, retail discounts, free car parking, free turkey (or voucher) at Christmas and much more!
£12.00 per hour + bonus + benefits

Responsibilities:

• Responsible for the taking of telephone / internet orders and making outbound calls to customers and prospects.
• To support drivers with route planning for the next days’ delivery rounds.
• To ensure each customer is provided with “exemplary” service on each telephone call or contact.
• To update customer records and liaise with customer relatives as required.
• To ensure customers’ needs are met, ensuring they know how to cook, store and re-order the meals as necessary.
• Prepare promotional literature as required and communicate details of new products or promotions to customers.
• To search, provide and continually look for new business opportunities.
• To share best practices with colleagues in an effort to continuously improve our service proposition.
• To actively take an interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all our customers.

Qualifications/Personal Qualities:

THIS ROLE IS WORKING 22.5 HOURS PER WEEK, ANY 3 IN 6 DAYS

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.
The defining characteristics of our Customer Services Advisors are that they’re organised and efficient. However, apart from the technical skills that are required with the role, the most important attributes are that we demonstrate empathy, patience, kindness, friendliness, care and warmth to all our customers.
The role involves the taking of customer orders and also the making of outbound courtesy calls.
These calls are particularly important as many customers live alone and the phone calls they receive are often the only contact they may have in a single day. As such, many customers become very attached to their “friends” at Wiltshire Farm Foods.
Wiltshire Farm Foods supplies frozen meal solutions direct to the consumer. We have a cold store to accommodate the stock necessary to be able to be able 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.

Responsibilities:

• Responsible for the taking of telephone / internet orders and making outbound calls to customers and prospects.
• To support drivers with route planning for the next days’ delivery rounds.
• To ensure each customer is provided with “exemplary” service on each telephone call or contact.
• To update customer records and liaise with customer relatives as required.
• To ensure customers’ needs are met, ensuring they know how to cook, store and re-order the meals as necessary.
• Prepare promotional literature as required and communicate details of new products or promotions to customers.
• To search, provide and continually look for new business opportunities.
• To share best practices with colleagues in an effort to continuously improve our service proposition.
• To actively take an interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all our customers