Customer Service Advisor

TN United Kingdom; Gainsborough CP; On-site; GBP 40,000 - 60,000; Part time

Job description

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This role is working 15 hours per week, any 2 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 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.

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, a free turkey (or voucher) at Christmas and much more!

£11.45 per hour + bonus + benefits

Responsibilities

• Responsible for taking telephone / internet orders and making 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 contact.
• Update customer records and liaise with customer relatives as required.
• Meet customers’ needs, ensuring they know how to cook, store, and re-order meals as necessary.
• Prepare promotional literature and communicate new products or promotions to customers.
• Search for, provide, and look for new business opportunities.
• Share best practices with colleagues to improve our service.
• Promote the benefits of WFF healthy and nutritious meals to customers.

Qualifications/Personal Qualities

Essential:

• 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 with good written English; GCSE Maths & English or equivalent
• Ability to meet deadlines

Desirable:

• Experience in the elderly/care market
• Experience working in a team environment
• Full UK Driving Licence

Personal Qualities:

Focus on excellent customer service with a caring, empathic nature. Demonstrate genuine interest in people and communicate effectively with the public and their families.

• Enjoy engaging with elderly customers
• Take an active interest in getting to know customers and becoming a trusted friend
• Good listening skills and ability to treat each customer as an individual
• Clear telephone voice and adaptable communication style
• Ability to relate to people at all levels
• Work independently, plan and manage own time
• Act as a link for drivers and customers during delivery issues
• Learn in-house computer systems for orders, routing, and database management
• Enjoy teamwork and promote WFF products and services
• Flexible and willing to assist in other areas of the business