Job Description

The Office Supervisor, in Wiltshire Farm Foods Accrington, must be passionate and have the energy and commitment to support the Retail Sales and Operations Manager to create an exemplar of outstanding performance in all aspects of our customer service and administrative functions.

The WFF network is actively supported with national marketing, including television, national press and direct mail. As an in-house franchise, WFF Accrington can also tap into our Business Support Centre in Wiltshire - which provides finance and HR advice & support.

The Office Supervisor needs to display good levels of empathy to understand the needs of our predominately elderly customer base. Through supporting and resolving customer queries effectively, coaching and training customer service advisors in all aspects of our admin and service proceedures, including managing customer accounts and communication and stock/logistics and payment management processes.

Who we are

Wiltshire Farm Foods have been cooking and delivering delicious frozen meals for over 25 years

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\xe2\x80\x99re proud to be a Living Wage employer and member of the Ethical Trading Initiative. We support British food and farming and operate a successful programme of waste reduction and resource efficiency across our whole business.

In addition to your salary you will receive a comprehensive training program, generous annual leave holiday entitlement, the ability to buy additional annual leave, retail discounts, free car parking, free turkey (or voucher) at Christmas and much more !

\xc2\xa312.12 per hour* + bonus + benefits

*temporary cost of living allowance

Responsibilities

• Supervise the office based teams to ensure all Office tasks are completed accurately and on time.
• Engage with the team and ensure all targets are being met.
• Monitor performance, Coach and support team members where required.
• Maintain dialogue with the Depot Operations Manager to ensure you are all working towards the company strategy and maximising all opportunities.
• Ensure Dynamics CRM is being used productively to grow the customer base.
• Manage the office team\xe2\x80\x99s rotas and holidays and arrange cover where needed.
• Liaise with the Retail operations manager and Depot Operations Manager to highlight concerns or success.

Additionally, to support the office team to achieve the following;

Improve KPI performance e.g.

• New customer acquisition
• Prospect conversion
• Customer retention

Maximise the potential of our CRM (Customer Relationship Management) system.

• Inbound / outbound calls
• Marketing letters
• Team training

Create an exemplar with pace & urgency:

• Exemplary customer service
• Local marketing best practice
• High operational standards, including Health & Safety and Audit Compliance
• Ensure execution is outstanding

Professional standards

• Manage internal and external communication with apetito and franchisees.

Qualifications

Essential:

• Good Leadership potential, with the ability to supervise and motivate your team
• Experience of people engagement / leading a team of up to 5 people.
• Passion, energy, and commitment
• Ambition to succeed
• Empathy to deal with our customers
• Ability to effectively promote WFF
• Willingness to be \xe2\x80\x98hands on\xe2\x80\x99 and support the team in carrying out their roles e.g. tele-sales and field marketing.
• Networking skills \xe2\x80\x93 ability to work well with colleagues and franchisees
• GCSE English and Maths - Good understanding of written & oral English

Desirable:

• Experience of the elderly market - an empathy for our customers
• Retail, care or franchising experience

Personal Qualities:

Essential:

• Leading and Supervising
• Working with people
• Demonstrates an interest in and understanding of others
• Adapts to the team and builds team spirit
• Persuading and Influencing
• Makes a strong personal impression on others
• Gains clear agreement and commitment from others by persuading, convincing and negotiating
• Relating and Networking
• Establishes good relationships with customers and staff.
• Delivering results and meeting customer expectations
• Focuses on customer needs and satisfaction
• Sets high standards for quality and quantity

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Apetito