At a Glance
- Tasks: Help elderly customers with orders and provide friendly support through calls.
- Company: Join Wiltshire Farm Foods, the UK's largest ready-meal supplier dedicated to making a difference.
- Benefits: Enjoy a competitive salary, 33 days holiday, and perks like retail discounts.
- Other info: Flexible hours and a chance to work in a supportive, family-owned environment.
- Why this job: Make meaningful connections while providing essential services to those in need.
- Qualifications: Customer service experience and a caring attitude are essential; GCSE Maths & English preferred.
Overview
This role is working 30 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 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.
As part of this role, the successful candidate will also be responsible for managing bookings and delivering sheltered housing demonstrations to prospective residents and stakeholders across Northern Ireland. This includes coordinating appointments, preparing demonstration materials, and ensuring a welcoming and informative experience that reflects our commitment to excellent customer service. Strong organisational skills and confidence in presenting are essential.
£12.60 per hour + bonus + company benefits.
Who we are
Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, cooking and delivering over 330 different delicious frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals.
We\'re dedicated to making a real difference to our customers\' lives, by bringing sunshine to their doors through our commitment to provide good old-fashioned service.
Our intense pride drives us to continuously innovate and improve, ensuring our products and service exceed our customers\' needs.
This is all whilst being an ethical and sustainable organisation that believes in doing the right thing.
Responsibilities
- Responsible for the taking of telephone / internet orders and making outbound calls to customers and prospects.
- To support drivers with route planning for the next days’ delivery rounds.
- To ensure each customer is provided with “exemplary” service on each telephone call or contact.
- To update customer records and liaise with customer relatives as required.
- To ensure customers’ needs are met, ensuring they know how to cook, store and re-order the meals as necessary.
- Prepare promotional literature as required and communicate details of new products or promotions to customers.
- To search, provide and continually look for new business opportunities.
- To share best practices with colleagues in an effort to continuously improve our service proposition.
- To actively take an interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all our customers.
Qualifications/Personal Qualities
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
- Full UK Driving Licence
Desirable:
- Have worked in the elderly/care market
- Experience of working in a team environment
Personal Qualities:
- As one of our team you will be focused on excellent customer service with a caring and empathic nature. You will demonstrate a real interest in people and be able to communicate effectively with members of the public and their families.
- This is a “people” focused role and requires individuals who enjoy engaging with a wide variety of elderly customers.
- To take an active interest in getting to know every customer and become a trusted friend.
- A good listener, you’ll be able to treat every customer as an individual.
- To have a very clear telephone voice where you can adapt 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.
- To act as a link for drivers and customers if any problems arise during a delivery round.
- To be able to learn our in house computer systems, manage the taking of orders, round sequencing and database management for prospects, current or lapsed customers.
- To enjoy working as a team member and to be 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.
Company Benefits
- 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
Our Values
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.Learn more about apetito’s commitment to a more sustainable future.
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.
#J-18808-LjbffrCustomer Service Advisor in Coleraine employer: apetito
Wiltshire Farm Foods is an exceptional employer, offering a supportive and empathetic work environment where our Customer Service Advisors play a vital role in enhancing the lives of elderly customers. With competitive salaries, generous holiday allowances, and a commitment to employee growth, we foster a culture of kindness and teamwork, ensuring that every team member feels valued and empowered to make a difference. Located in Northern Ireland, our focus on ethical practices and community engagement makes us a rewarding place to work for those seeking meaningful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Coleraine
✨Tip Number 1
Familiarise yourself with the specific needs of elderly customers. Understanding their preferences and challenges will help you connect better during interviews and demonstrate your empathy and care, which are crucial for this role.
✨Tip Number 2
Practice your telephone communication skills. Since you'll be taking orders and making courtesy calls, being able to convey warmth and friendliness over the phone is essential. Consider role-playing with a friend to refine your approach.
✨Tip Number 3
Research Wiltshire Farm Foods and its products thoroughly. Knowing about their meal offerings and commitment to customer service will allow you to speak confidently about how you can contribute to their mission during the interview.
✨Tip Number 4
Showcase your organisational skills by preparing a mock schedule for managing customer orders and appointments. This will not only demonstrate your ability to handle multiple tasks but also your proactive approach to the role.
We think you need these skills to ace Customer Service Advisor in Coleraine
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service, especially any roles where you've worked with elderly clients. Emphasise skills like empathy, patience, and organisation, as these are crucial for the role.
Craft a Compelling Cover Letter:In your cover letter, express your passion for providing excellent customer service. Share specific examples of how you've demonstrated kindness and care in previous roles, particularly in situations involving vulnerable individuals.
Showcase Communication Skills:Since this role involves a lot of phone interaction, ensure you highlight your confident telephone manner. You might want to include examples of how you've effectively communicated with customers in past positions.
Highlight Teamwork and Initiative:Discuss your ability to work well in a team and your initiative in managing tasks. Mention any experiences where you've coordinated with others or taken the lead on projects, as this will show your capability to support drivers and manage bookings effectively.
How to prepare for a job interview at apetito
✨Show Empathy and Kindness
As a Customer Service Advisor, demonstrating empathy and kindness is crucial. During the interview, share examples of how you've helped customers in the past, especially those who may have been vulnerable or in need of extra support.
✨Highlight Organisational Skills
This role requires strong organisational skills. Be prepared to discuss how you manage your time and tasks effectively, perhaps by sharing specific instances where you successfully coordinated multiple responsibilities.
✨Communicate Clearly
A clear and friendly telephone manner is essential. Practice articulating your thoughts clearly and concisely, as this will reflect your ability to communicate effectively with customers over the phone.
✨Demonstrate a Passion for Service
Show your enthusiasm for providing excellent customer service. Discuss why you believe good service is important, and how you can contribute to creating a positive experience for elderly customers.
