Customer Service Representative

4 weeks ago

Witney, Oxfordshire, United Kingdom Wiltshire Farm Foods Full time
Job Title: Customer Service Advisor

We are seeking a highly skilled and empathetic Customer Service Advisor to join our team at Wiltshire Farm Foods. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our elderly customers, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities:
  • Take telephone and internet orders, and make outbound calls to customers and prospects.
  • Support drivers with route planning for the next day's delivery rounds.
  • Ensure each customer receives exemplary service on every interaction.
  • Update customer records and liaise with customer relatives as required.
  • Ensure customers' needs are met, including providing guidance on cooking, storing, and reordering meals.
  • Prepare promotional literature and communicate new product details to customers.
  • Search for new business opportunities and share best practices with colleagues to improve our service proposition.
Requirements:
  • Experience in a customer service role.
  • Confident using a personal computer to manage and process orders.
  • Confident telephone manner.
  • Able to pay attention to detail and be accurate in your work.
  • Numerate and good written English, with GCSE Maths and English standard or equivalent.
  • Able to work to deadlines.
Desirable Qualifications:
  • Experience working in the elderly/care market.
  • Experience working in a team environment.
  • Full UK driving license.
Personal Qualities:

We are looking for individuals who are focused on excellent customer service, with a caring and empathetic nature. You will be able to communicate effectively with members of the public and their families, and demonstrate a real interest in people. This is a people-focused role that requires individuals who enjoy engaging with a wide variety of elderly customers.

You will be able to take an active interest in getting to know every customer and become a trusted friend. A good listener, you will be able to treat every customer as an individual, and adapt your style to meet their needs. You will also be able to communicate and relate to people at all levels, and work under your own initiative, plan your day, and manage your time effectively.

You will be able to act as a link for drivers and customers if any problems arise during a delivery round, and be able to learn our in-house computer systems, manage the taking of orders, round sequencing, and database management for prospects, current, or lapsed customers.

We are looking for individuals who are passionate about promoting the WFF product range and service proposition, and have a flexible approach to work content and a willingness to help with other areas of the business as and when the occasion arises.

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