Customer Service Advisor

This role is working 30 hours per week, any 4 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 efficiency.

Responsibilities include:

• Taking telephone/internet orders and making outbound calls to customers and prospects.
• Supporting drivers with route planning for the next day’s delivery rounds.
• Ensuring each customer is provided with “exemplary” service on each telephone call or contact.
• Updating customer records and liaising with customer relatives as required.
• Ensuring customers’ needs are met, ensuring they know how to cook, store and re-order the meals as necessary.
• Preparing promotional literature as required and communicating details of new products or promotions to customers.
• Searching for and continually looking for new business opportunities.
• Sharing best practices with colleagues in an effort to continuously improve our service proposition.
• Actively taking an interest in the products we sell and promoting 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:

• Focused on excellent customer service with a caring and empathic nature.
• Demonstrating a real interest in people and able to communicate effectively with members of the public and their families.
• Enjoying engaging with a wide variety of elderly customers.
• Taking an active interest in getting to know every customer and becoming a trusted friend.
• A good listener, treating every customer as an individual.
• Having a very clear telephone voice and adapting 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.
• Acting as a link for drivers and customers if any problems arise during a delivery round.
• Learning our in-house computer systems, managing the taking of orders, round sequencing and database management for prospects, current or lapsed customers.
• Enjoying working as a team member and being 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.

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. 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.