Job Description

Hours of Work Minimum of 16 hours per week, plus additional hours for holiday cover, plus weekend rota when required. Averaging around 24 hours per week over the year. Wiltshire Farm Foods has been providing healthy and nutritious meals for over 30 years. Established in Wiltshire in 1991 and part of the apetito group, an award-winning leading frozen food producer for the health and social care sector. Our customers are predominantly older and living in their own homes. Many of our customers have limited contact with other people and may not see anyone from one day to the next. A friendly chat with our CSA\xe2\x80\x99s may be their only contact, along with our delivery drivers. We provide exemplary old fashioned customer service aligned to our customers personal nutritional needs. The Role & The Team We aim to make a real difference to the lives of our customers in helping them maintain their independence, choosing the dishes they enjoy that bring convenience, simplicity and the freedom to enjoy life to the full through the nutritious meals delivered to their home. The role of our Telesales Customer Service Advisor is critical to the success of our business. The defining characteristics of our CSA\xe2\x80\x99s are that they are organised, efficient, polite and well equipped to deal with a busy office environment with ease. Working within a team, our CSA\xe2\x80\x99s are hardworking, conscientious, supportive and committed to a continuous improvement approach. Apart from the technical skills that are required with the role, the most important attributes are that they can consistently demonstrate empathy, patience, kindness, friendliness, care and warmth to all our customers. The key aspects of the role are taking customer orders by phone and handling all inbound calls and enquiries, making a wide range of outbound calls, and managing the diverse range of administration tasks associated with the role. This includes setting up, maintaining and managing the customer database system, processing all orders via the web and app, managing the email accounts and processing paper orders. You\'ll also liaise with the local authorities and hospital; discharge teams and process their referrals for the community meals home delivery service. Qualifications/Personal Qualities Essential

• A minimum of 2 years telesales or CRM experience in a customer service role
• Confident user of IT packages and computers to manage and process orders
• Confident, friendly & helpful telephone manner
• Able to pay attention to detail and be accurate and organised in your work
• Numerate and good written English; GCSE Math\xe2\x80\x99s & English standard or equivalent
• Able to work to deadlines & prioritise workload
• Experience of working accurately in a busy fast paced office team environment

Desirable

• Previous experience of working with the elderly or in the care sector

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 \xe2\x80\x9cpeople\xe2\x80\x9d 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.
• A good listener, you\xe2\x80\x99ll 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 for inbound and outbound calls.
• Ability to work accurately under pressure using own initiative, and to plan your time effectively, prioritise workload accordingly.
• 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 and processing of orders and database management for all customers.
• To enjoy working as a team member and to be passionate and committed to promoting the WFF product range and service proposition.
• A flexible approach to working hours is essential - a willingness to help with additional hours of cover when required within the business, such as staff holiday cover and staff sickness cover, as well as extra cover in busier periods. There is also some weekend working on a rota basis, when required, to process web and app orders which are placed at the weekend.

Wiltshire Farm Foods are keen to promote excellent team work by employing people who have a positive \'can do\' attitude and like to go the extra mile to assist our customers. Job Type: Part-time Salary: \xc2\xa310.42 per hour Expected hours: 16 \xe2\x80\x93 37.5 per week Benefits:

• Company pension
• Employee discount
• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Kilwinning: reliably commute or plan to relocate before starting work (required)

Experience:

• Telesales: 2 years (required)

Work Location: In person Application deadline: 27/11/2023
Expected start date: 04/12/2023