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This role is working 37.5 hours per week, any 5 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
1. Responsible for taking telephone / internet orders and making outbound calls to customers and prospects.
2. Support drivers with route planning for the next day’s delivery rounds.
3. Ensure each customer receives “exemplary” service on each contact.
4. Update customer records and liaise with relatives as required.
5. Ensure customers’ needs are met, including guidance on cooking, storing, and re-ordering meals.
6. Prepare promotional materials and communicate new products or promotions.
7. Search for and provide new business opportunities.
8. Share best practices with colleagues to improve service.
9. Promote the benefits of WFF healthy and nutritious meals to customers.
Qualifications/Personal Qualities
Essential:
* Experience in a customer service role
* Confident with managing orders on a PC
* Confident telephone manner
* Attention to detail and accuracy
* Numerate; good written English; GCSE Maths & English or equivalent
* Ability to meet deadlines
* Experience in the elderly/care market
* Teamwork experience
* Full UK Driving Licence
Personal Qualities:
Focused on excellent customer service with a caring and empathic nature. Demonstrates a genuine interest in people and effective communication skills with the public and families.
* Enjoy engaging with elderly customers.
* Build trust and get to know customers personally.
* Good listening skills and treat each customer as an individual.
* Clear telephone voice and adaptable communication style.
* Relate to people at all levels.
* Self-motivated, able to plan and manage own time.
* Act as a link during delivery issues.
* Learn in-house systems for order management and database handling.
* Work well in a team and promote WFF products and services.
* Flexible and willing to assist in other areas when needed.
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