Customer Relations Advisor

4 weeks ago

Trowbridge, United Kingdom apetito Full time

Overview:
**The Role and Team**

**This is a permanent position, working 37.5 hours per week - Mon - Fri 08.30 - 17:00.**

The Customer Relations Advisor will be responsible for ensuring that world class customer service is provided at all times. 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.

Our aim is to provide a service to our customers that exceed expectations every time and turn our customers into ‘Raving Fans’.

Flexibility to work from our office in Trowbridge Wiltshire, and from home 2 x days per week.

A supportive team environment focused on making a real difference to our customers.

We Value:

- Exceptional people skills and empathy.
- A proactive, engaging approach to customer interaction.
- Team player who thrives in both independent and collaborative settings.

**Who We Are**

We’re the leading food producer for the health and social care sector, providing delicious, nutritious and sustainable meals for people at home or in care.

We’re also the parent company of Wiltshire Farm Foods, the UK’s premier home-delivery service for ready-made meals.

Through our wide range of well-presented, nutritious meals to suit every taste and dietary need, we aim to make a real difference to lives of elderly and vulnerable people in care.

We’re 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, 25 days annual leave holiday entitlement, the ability to buy additional annual leave, retail discounts, free car parking, subsidised staff restaurant, free turkey (or voucher) at Christmas and much more

**Responsibilities**:

- To drive a customer focus approach across all activities and ensure the customer relations team is a center of excellence, maintaining outstanding customer service both internally and externally.
- Ensuring timely response to our customers.
- Ensuring that all customers are kept up to date.
- Ensuring that accurate information is captured on the customers record.
- To ensure each customer is provided with “exemplary” service on each telephone call or contact.
- Support other team members.
- To provide a proactive approach to customer service.

**PERFORMANCE MEASURES**

**KPI’s**
- Respond to customer complaints within 24 hours.
- Keep the customer updated on any complaints where 24-hour responses cannot be achieved and ensure that our customers’ expectations are met.

**Other Measurements**

Projects on time delivery

Qualifications:
**Essential**:

- Experience of a customer service role.
- Demonstrable experience of working in a customer focused organisation and ability to nurture and cultivate a truly customer focused culture within your own team and the wider business.
- Subject Matter Expertise and a thorough knowledge with hands on experience of Customer service.
- Confident telephone manner.
- A passion for encouraging teamwork, with an innovative approach to issue resolution - being creative and continuously developing new ways to improve performance.
- Working well in a culture where all employees are engaged, able to voice their suggestions and ideas.
- Excellent customer relationship skills, both internal and external.
- An analytical fact-based approach with a good understanding of MS Word and Excel.
- Numerate and good written English; GCSE Maths & English standard or equivalent.

**Desirable**:

- Previous experience of using SAP.
- Previous experience of CRM systems.

**Personal Qualities**:
**This role would suit someone who**:

- Is self-motivated
- Is comfortable working in a fast pace environment
- Is customer focused
- Has an outgoing and confident personality
- Is flexible and adaptable
- Enjoys working with people
- Has good communication skills
- Wants to exceed expectations
- Is performance management focused

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