Customer Service Advisor

apetito UK; Witham; On-site; GBP 40,000 - 60,000; Part time

Job summary

An established industry player is seeking a compassionate Customer Service Advisor to join their team. In this role, you will be the voice of the company, providing essential support to elderly customers who rely on your empathy and kindness. Your responsibilities will include taking orders, making courtesy calls, and ensuring customers are well-informed about their meal options. This position not only allows you to make a meaningful impact on people's lives but also offers a chance to work in a supportive environment that values ethics and sustainability. If you are a good listener with a proactive attitude, this is the perfect opportunity for you.

Qualifications

• Experience in customer service, especially with elderly clients.
• Ability to manage orders using a PC and maintain accurate records.

Responsibilities

• Taking telephone and internet orders, and making outbound calls.
• Providing exemplary service and updating customer records.
• Promoting healthy meal options and upselling offers.

Skills

Customer service experience

Good telephone manner

Attention to detail

Numerate with good English skills

Education

GCSE Maths & English or equivalent

Tools

PC management

Job description

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This role is working 20 hours per week, 9:30 am to 1:30 pm, any 5 in 6 days.

The role of our Customer Service 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 Service Advisors are that they’re organized and efficient. However, apart from the technical skills required, the most important attributes are empathy, patience, kindness, friendliness, care, and warmth toward our customers.

The role involves taking customer orders and making outbound courtesy calls.

These calls are particularly important as many customers live alone, and the phone calls they receive are often their only contact each day. Many customers 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 accommodate stock necessary for weekly deliveries.

The ultimate goal is to provide a service that exceeds expectations while continuously improving efficiency.

£12.36 per hour from 1st January 2025 (£12.60 from 1st May 2025) + bonus + 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 difference in our customers’ lives by providing excellent service and high-quality products.

Our organization values ethics and sustainability, aiming to do the right thing.

Responsibilities include:

1. Taking telephone and internet orders, and making outbound calls to customers and prospects.
2. Upselling promotional offers.
3. Supporting drivers with route planning for deliveries.
4. Providing exemplary service on each contact.
5. Updating customer records and liaising with relatives as needed.
6. Ensuring customers know how to cook, store, and re-order meals.
7. Preparing promotional materials and communicating new products or offers.
8. Searching for new business opportunities.
9. Sharing best practices with colleagues to improve service.
10. Promoting the benefits of WFF healthy and nutritious meals.

Essential requirements:

• Customer service experience.
• Confident in using a PC to manage orders.
• Good telephone manner.
• Attention to detail and accuracy.
• Numerate with good English skills (GCSE Maths & English or equivalent).
• Ability to meet deadlines.

Desirable qualities:

• Experience in the elderly/care market.
• Teamwork experience.
• Full UK driving license.

Personal qualities:

We seek individuals with a caring, empathic approach who enjoy engaging with elderly customers, are good listeners, clear communicators, and can work independently and as part of a team. Flexibility and a proactive attitude are essential.