Customer Service Representative

(Part-time 21 hours - 3 days - Wednesday, Thursday, Friday. 8.30am/9.00am-4pm/4.30pm) Plus any holiday/sickness cover

We are the leading frozen home meals delivery service in the country. We provide healthy and nutritious meals to many thousands of elderly customers who wish to remain independent in their own homes.

The role of our Customer Service Advisors (CSA’s) is critical to the success of our business. Our customers are predominantly over the age of 75 years and our CSA’s play a pivotal role in helping our business to grow through three key disciplines;
- **We are absolute experts**

Our Customer Service Advisors act as ambassadors for the meals we deliver via the calls we take from all our customers when placing an order. We are dedicated to learning all about the award-winning range we offer to our customers. We pride ourselves in ensuring each customer you speak to is made to feel at ease through the guidance you provide in helping them select the meals that will best suit their needs.

We are passionate about the meals we deliver and strive to cater for every dietary requirement our customers may have. Our Customer Service Advisors are proud advocates of our highly nutritious meals and our ethical and sustainable business practices.
- **We play our part with joy and energy**

Our Customer Service Advisors do much more than just taking orders from our customers. Your passion and enthusiasm brings joy and vitality to each customer you speak to, we strive to enjoy a valued relationship with each customer we serve and take an active interest in them as people, not just customers.

Our Customer Service Advisors bring our delicious food to life for our customers. You are driven to identify our customers’ needs and match their needs to the meals they are most likely to enjoy. You’re proud of the great food that is made by us using fresh ingredients and our customers’ favourite recipes.
- **A friendly and trusted companion**

All Customer Service Advisors are famous for being empathetic and helpful to all our customers’. Our goal is to be looked upon as a trusted friend and neighbour who becomes a regular part of our customers’ lives.

We aim to make a _**real**_ difference to the lives of our customers in helping them maintain their independence, choosing the meals they enjoy that bring convenience, simplicity and the freedom to enjoy life to the full through the meals delivered to their home.

The role involves the taking of customer orders and also making outbound courtesy calls.

These calls are particularly important as many customers live alone and the phone calls they receive are often the only contact they may have in a single day. As such, many customers become very attached to their “friends” at our office.

We operate a 5-day week service, employing a team of up to 20 people, which includes Directors, customer service staff, cold store staff and drivers.

**Job Role and Responsibilities**

**Customer Services Advisor**

**We are absolute experts**
- You are dedicated to continuous learning about the whole range of products that are available through us. You are motivated to learn about the needs of our customers and match the benefits of our range to their individual needs.
- You will embrace all training on our range and customer service standards so you can become a proud ambassador of our brand.

**We play our part with joy and energy**
- You are passionate about bringing positivity to the lives of every customer we deliver to. You take an active interest in each of our customers lives and, working with your delivery driver colleagues, you will look to personalise the service each customer receives as we learn about and respond to their needs.
- The CSA role is crucial to supporting the running of the business. You will learn how to take orders via our IT system and all about our operational processes such as round planning, stock management and developing a strong relationship with all our customers.
- You will be responsible for the taking of telephone / internet orders and making outbound calls to customers and prospects.

**A friendly and trusted companion**
- Our primary goal is to become a trusted friend to all our customers’. You will take an active interest in making a _**real**_ difference to their lives.
- You will support customers by advising them on how to cook, store and re order our meals as necessary.
- You will prepare the distribution of mailed promotional literature as required and communicate details of new products or promotions to customers.
- You will provide feedback to the directors of new opportunities for more business that may be identified when speaking to health care professionals or other database contacts.

**Skills, Knowledge, Experience required**
- This is a “people” focussed 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 and become a trusted friend.