Customer Service Advisor

apetito UK; Coleraine; On-site; GBP 14,000 - 15,000; Part time

Benefits offered by this job

Living Wage employer

Holiday entitlement

Additional holiday option

Annual bonus

Pension matched contributions

Life assurance

Christmas turkey/voucher

Apetito perks

Job summary

Wiltshire Farm Foods, part of the apetito group, is seeking a Customer Services Advisor in Coleraine for a 5-month fixed-term contract on a 20-hour week. You will take telephone and internet orders and make outbound courtesy calls to ensure a warm, efficient service for our predominantly elderly customers.

We value empathy, patience and a helpful, friendly approach. The role includes supporting drivers with deliveries and updating customer records, with an emphasis on accurate data entry and

Qualifications

• Experience of a customer service role
• Confident using a PC to manage and process orders
• Confident telephone manner
• Attention to detail and accuracy
• Numerate and good written English (GCSE Maths & English)
• Able to work to deadlines

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 customers receive exemplary service on each contact.
• Update customer records and liaise with relatives as required.
• Ensure customers know how to cook, store and re-order meals as necessary.
• Promote new products and promotions to customers and explore opportunities.

Skills

Customer service

PC skills

Telephone manners

Attention to detail

Numeracy & literacy

Deadline oriented

Education

GCSE Maths & English

Tools

In-house computer systems

Job description

20 hours per week

9.00am-1.00pm 5 days per week (closed Sundays)

The role of our Customer Services Advisor is critical to the success of our business.

Fixed term contract for 5 months

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 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.

£13.45 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 delicious frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals.

We're dedicated to making a real difference to our customers' lives, by bringing sunshine to their doors through our commitment to provide good old-fashioned service.

Our intense pride drives us to continuously innovate and improve, ensuring our products and service exceed our customers' needs.

This is all whilst being an ethical and sustainable organisation that believes in doing the right thing.

• 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.

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

• This is a “people” focused role and requires individuals who enjoy engaging with a wide variety of elderly customers.
• To take an active interest in getting to know every customer and become a trusted friend.
• A good listener, you’ll be able to treat every customer as an individual.
• To have a very clear telephone voice where you can 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.
• To act as a link for drivers and customers if any problems arise during a delivery round.
• To be able to learn our in house computer systems, manage the taking of orders, round sequencing and database management for prospects, current or lapsed customers.
• To enjoy working as a team member and to 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 and when the occasion arises.

This role is not eligible for sponsorship under the skilled worker route as it does not meet the minimum requirements set out under the UK Immigration Rules.

• Competitive salary - accredited Living Wage employer
• 33 days holiday per year, including bank holidays (which are considered a normal working day)
• Option to purchase up to 5 additional days holiday per year
• 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

As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of.

We develop a range of products designed to enhance health and well-being for all our customers.

We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people.

We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040.

Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.

Learn more about apetito’s commitment to a more sustainable future.

We embrace inclusion, empowering individuals from diverse backgrounds.

Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.