Telesales/customer Service Advisor

6 months ago

Kilwinning, United Kingdom Wiltshire Farm Foods Ayrshire Full time

**Hours of Work**

Minimum of 16 hours per week, plus additional hours for holiday cover, plus weekend rota when required.

**Job description**

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’s 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 Customer Service Advisor is critical to the success of our business. The defining characteristics of our CSA’s 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’s 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 and handling all inbound calls, 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, processing all orders via the web and app and brochure dispatch.

**Responsibilities**
- To handle efficiently all inbound calls which includes (not exclusively) taking telephone orders, processing brochure requests and product feedback information, setting up new customers and handling general enquiries.
- To make daily outbound calls to existing and prospective customers.
- To use our CRM (Customer Relationship Management) system as the tool to help create and maintain as many active customers as possible within the business.
- To update all customer records by inputting accurate notes relating to customers, such as menu likes, dislikes and any information that will support us to provide personalised customer service.
- To liaise with customer relatives, social workers and local authority, as required.
- To ensure our customers’ needs are met, ensuring they know how to cook, store and re-order the meals as necessary.
- To ensure our customers’ needs are met, ensuring they are supported to make food/menu choices from our extensive range by aiding navigation of the brochure and recommending and highlighting meals.
- To actively take an interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all our customers.
- To process daily web/internet, app, paper and call centre orders
- To process outgoing mail daily
- To prepare any promotional literature as required and communicate details of new products or promotions to customers.
- To share and promote best practices with colleagues and work proactively in an effort to continuously improve our service proposition, ensuring consistent standards of high-quality customer service at all times.
- To support and liaise with drivers in relation to all customer queries, orders or feedback relating to delivery note information.
- To ensure each customer is provided with “exemplary” service on each telephone call or contact.
- To ensure customer records and information are processed in line with GDPR regulations and confidentiality is adhered to.

**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’s & English standard or equivalent
- Able to work to deadlines & prioritise workload in a busy office environment

**Desirable**
- Previous experience of working with the elderly or in the care sector
- Experience of working accurately in a fast paced office team environment

**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

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