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- Tasks: Take customer orders and make friendly calls to brighten their day.
- Company: Join Wiltshire Farm Foods, the UK's largest ready-meal supplier.
- Benefits: Earn ÂŁ12.60 per hour plus bonuses and enjoy 33 days holiday.
- Why this job: Make a real difference in the lives of elderly customers every day.
- Qualifications: Customer service experience and a caring attitude are essential.
- Other info: Flexible part-time role with opportunities for personal growth.
ÂŁ12.60 per hour + bonus + company benefits.
- Location: UK-Cumbria-Penrith |
- Contract type: Permanent (Part-Time) |
Overview
This role is working 15 hours per week, any 2 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.
ÂŁ12.60 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.
About you
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:
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.
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Customer Service Advisor employer: apetito
Contact Detail:
apetito Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Wiltshire Farm Foods. Understand their values and mission, especially how they focus on providing excellent service to elderly customers. This will help you connect with the interviewers and show that you're genuinely interested.
✨Tip Number 2
Practice your phone skills! Since this role involves taking orders over the phone, it’s crucial to have a clear and friendly telephone manner. Try role-playing with a friend or family member to get comfortable with handling calls and addressing customer needs.
✨Tip Number 3
Show your empathy! During the interview, share examples of how you've demonstrated kindness and patience in previous roles. This is key for a Customer Service Advisor, as you'll be interacting with customers who may rely on you for companionship as much as for service.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Wiltshire Farm Foods site. It shows initiative and gives you a chance to explore more about the company while ensuring your application gets to the right place.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your ability to connect with customers. We want to see how you can bring warmth and kindness to your interactions, especially since our customers often rely on us for companionship.
Be Organised and Efficient: Demonstrate your organisational skills in your application. Mention any experiences where you've had to manage multiple tasks or deadlines, as this is key to being a successful Customer Service Advisor with us.
Tailor Your Application: Make sure to tailor your application to the role. Use language from the job description and show us that you understand what it means to provide exemplary service to our customers. This will help you stand out!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at apetito
✨Know Your Customer
Before the interview, take some time to understand the customer base you'll be serving. Familiarise yourself with the needs of elderly customers and think about how you can demonstrate empathy and kindness during your interactions.
✨Practice Your Phone Manner
Since this role involves a lot of phone communication, practice speaking clearly and warmly. You might even want to role-play with a friend to get comfortable with taking orders and making courtesy calls.
✨Show Your Organisational Skills
Be prepared to discuss how you manage your time and stay organised. Think of examples from your past experiences where you successfully handled multiple tasks or prioritised effectively, as this will show you can thrive in a busy environment.
✨Emphasise Teamwork and Flexibility
This role requires working closely with others, so be ready to share examples of how you've collaborated in a team. Also, highlight your willingness to help out in different areas of the business when needed, as flexibility is key!
