Office Supervisor

Overview:
**Who We Are**

Wiltshire Farm Foods have been cooking and delivering delicious and nutritious frozen meals for over 25 years. We are the UK's leading home meal delivery service, with a predominantly elderly market, and have full national coverage across a network of outlets.

As part of the apetito group, an award-winning multi-national food producer for the health and social care sector, Wiltshire Farm Foods provides delicious, nutritious, and sustainable meals for people at home or 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.

Our team act as ambassadors for the meals we deliver at Wiltshire Farm Foods through the interactions we have with our customers either over the phone or on the doorstep. We are dedicated to learning all about the award-winning range we offer to our customers. We pride ourselves in ensuring each customer we speak to is made to feel at ease through the guidance provided when helping them select the meals that will best suit their needs

**Responsibilities**:
**The Role and the Team**

Delivering in the role of Office Supervisor for Wiltshire Farm Foods, you will be an integral member of the leadership team, reporting directly to the Retail Sales and Operations Manager (RSOM) and to the Depot Operations Manager in the RSOM’s absence. You will evidence the passion, energy, and commitment to deliver outstanding service to our customers through the consistent delivery of established processes and operational standards and will be an engaging & motivational leader who is able to identify strengths and opportunities within the team and operation, continually looking to improve and develop both.

Each Wiltshire Farm Foods (WFF) site covers a specific geographic territory, delivering frozen meals to our customers 6 days a week and each WFF team is made up of individuals working as customer service assistants, cold store pickers and customer delivery drivers. The success of each WFF operation will require you to support the Retail, Sales, and Operations Manager (RSOM) in the leadership of the wider team.

You will also have direct responsibility for supervising the office team of Customer Service Assistants (CSAs), ensuring that our customers continue to receive outstanding levels of service as well as supporting the RSOM in the leadership, coaching and development of the CSA team. Through your team you will deliver against agreed daily, weekly, and monthly targets and take responsibility for the achievement of service targets, outbound calls and the consistent delivery of our CRM model. You will also have responsibility for other areas such as banking & cash handling, administration, rota planning, sales-driving initiatives and customer service.

Our Business Support Centre (BSC) is in Trowbridge, Wiltshire and consists of the support functions you will interact with on a daily and weekly basis such as Finance, HR, Recruitment, IT, BI, Payroll, PR, Stock Control and Marketing.

Qualifications:
**Essential Skills**
- A clear understanding of the importance of customer service and the need to consistently strive for service excellence
- Resilient and calm under pressure with the ability to deliver against agreed plans
- Tenacious and results-focused
- Passion, energy and commitment
- Willingness to lead from the front - role-model the way and be ‘hands-on’ to support the team in carrying out their roles when required whether that’s answering the phone to a customer, making outbound calls or banking the daily takings
- Strong communication skills
- Experienced with and comfortable using IT systems

**Desirable Skills**
- Previous experience of supervising a team within a customer service or administrative environment
- Experience of using a customer relationship management (CRM) model
- Some knowledge of commercial / budget management
- Food safety training
- Coaching and development skills
- Experience of implementing operational policies and processes

**Personal Qualities**
- Can communicate well with everyone in order to deliver the ‘day job’
- Coaches the team to improve every day
- Strong influencing skills
- Takes accountability - a real ‘the buck stops here’ attitude
- Sets the bar in terms of what is acceptable in terms of standards and service
- Fosters and develops strong working relationships within the team and the wider business
- Has a real passion for making a real difference in the community
- Ensures that the customer is at the heart of every decision