Customer Service Advisor

Wiltshire Farm Foods; Witney; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in frozen meal solutions is seeking a Customer Services Advisor to assist mainly elderly clients in placing their orders and ensuring excellent service. The role demands strong communication, empathy, and coordination skills, providing a fulfilling opportunity to impact customers' lives positively. With competitive pay and various benefits, this position is ideal for candidates looking to make a difference in customer care.

Benefits

Comprehensive training program

Generous annual leave entitlement

Retail discounts

Free car parking

Free turkey at Christmas

Qualifications

• Experience in a customer service role.
• Confident managing orders via PC.
• Confident telephone manner.

Responsibilities

• Responsible for taking telephone/internet orders and making outbound calls.
• Ensure exemplary service and update customer records.
• Support drivers with route planning.

Skills

Customer service experience

Attention to detail

Good English skills

Effective working independently

Listening skills

Education

GCSE Maths & English or equivalent

Job description

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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 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, 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 is provided with “exemplary” service on each contact.
• Update customer records and liaise with customer relatives as required.
• Ensure customers’ needs are met, including education on how to cook, store, and re-order meals.
• Prepare promotional literature and communicate new products or promotions to customers.
• Search for, provide, and continually 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 managing orders via PC
• Confident telephone manner
• Attention to detail and accuracy
• Numerate with good English skills; GCSE Maths & English or equivalent
• Ability to meet deadlines
• Experience in elderly/care market (preferred)
• Teamwork experience
• Full UK Driving Licence

Personal Qualities:

• Focused on excellent customer service with empathy and warmth
• Enjoy engaging with elderly customers and building trust
• Good listening skills and adaptability in communication style
• Effective at working independently and managing time
• Ability to learn in-house systems and manage orders and database
• Team-oriented and passionate about promoting products and services
• Flexible and willing to assist in other areas as needed

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Overview

The Role and Team

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

£11.45 per hour + bonus + benefits