This role is working 15 hours per week, any 2 in 6 days. There is a regular working pattern of Thursday and Friday, however a level of flexibility is expected for annual leave and absence cover.
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. Apart from technical skills, the most important attributes are 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. 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 exceeds expectations while at the same time continuously improving efficiencies.
Responsibilities
- Take telephone/internet orders and make outbound calls to customers and prospects.
- Support drivers with route planning for the next day’s delivery rounds.
- Provide exemplary service on each telephone call or contact.
- Update customer records and liaise with customer relatives as required.
- Ensure customers understand how to cook, store and re‑order meals.
- Prepare promotional literature and communicate details of new products or promotions to customers.
- Search for and pursue new business opportunities.
- Share best practices with colleagues to continuously improve the service proposition.
- Actively promote the benefits of WFF healthy and nutritious meals to all customers.
Essential Skills
- Experience of a customer service role.
- Confident using a personal computer to manage and process orders.
- Confident telephone manner.
- Attention to detail and accuracy in work.
- Numeracy and good written English; GCSE Maths & English standard or equivalent.
- Ability to work to deadlines.
Desirable
- Experience in the elderly/care market.
- Experience working in a team environment.
- Full UK driving licence.
Personal Qualities
- People-focused, enjoy engaging with a wide variety of elderly customers.
- Active interest in getting to know each customer and becoming a trusted friend.
- Good listener, treat every customer as an individual.
- Clear telephone voice, adaptable to customer needs.
- Communicate and relate to people at all levels.
- Work independently, plan own day, manage own time.
- Act as a link for drivers and customers if issues arise during a delivery round.
- Learn in-house computer systems, manage orders, round sequencing and database management for prospects, current or lapsed customers.
- Team member, passionate about promoting WFF product range and service proposition.
- Flexible approach to work content and willingness to help in other areas of the business as needed.
Compensation & Benefits
- £13.45 per hour + bonus.
- Competitive salary – accredited Living Wage employer.
- 33 days holiday per year, including bank holidays.
- 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.
Additional Information
This role is not eligible for sponsorship under the skilled worker route as it does not meet the minimum requirements set out under the UK Immigration Rules.
Wiltshire Farm Foods is part of the Apetito group, the UK’s largest ready‑meal supplier, cooking and delivering over 330 different frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals. We pride ourselves on innovative service and a commitment to sustainability, aiming for Net Zero by 2040.
We embrace inclusion and support a diverse workforce, empowering individuals to reach their full potential.
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