Customer Service Advisor/Sales Advisor Blandford Forum, England
Job description
The Role and Team
The role of our Customer Service Advisor is critical to the success of our business. Our customers are predominantly elderly and rely upon our office teams to resolve their queries and take their orders over the phone.
Hours of work are Monday - Friday 8.30am to 5pm
The defining characteristics of our Customer Service 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 following up on new enquiries, 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 extremely attached to their “friends” at Wiltshire Farm Foods.
Who we are
Wiltshire Farm Foods have been cooking and delivering delicious frozen meals for over 30 years.
Our franchise is 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 support British food and farming and operate a successful program of waste reduction and resource efficiency across our whole business.
Responsibilities
- Responsible for the taking of telephone orders and making outbound calls to existing customers for orders.
- To ensure each customer is provided with “exemplary” service on each telephone call or contact.
- Confident with promoting additional products to suit customers needs
- To update customer records and liaise with customer relatives as required.
- To ensure customers’ needs are met.
- Prepare promotional literature as required and communicate details of new products or promotions to customers.
- To actively take an interest in the products we sell and promote the benefits of Wiltshire Farm Foods healthy and nutritious meals to all our customers.
Qualifications
Essential:
- Experience of a customer service role
- Sales, with experience of working in a team environment
- Excellent computer skills to manage and process orders
- Numerate and good written English; GCSE Math’s & English standard or equivalent at grade C or above.
- Confident telephone manner
- Able to pay attention to detail and be accurate in your work
- Able to work to deadlines
Desirable:
- Have worked in the elderly/care market
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 and vulnerable 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.
- 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, and database management for current or lapsed customers.
- To enjoy working as a team member and to be passionate about promoting the Wiltshire Farm Food 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.
Job Types: Full-time, Permanent
Salary: £22,256.00 per year
Benefits:
- Company pension
- Discounted or free food
Schedule:
- Monday to Friday
COVID-19 considerations:
All candidates selected for an interview will be required to complete a pre-covid questionnaire.
Education:
- GCSE or equivalent (required)
Experience:
- customer service: 2 years (required)
Work Location: One location
Expected start date: 08/05/2023
