Summary of Role
Working as part of the Customer Service Team, the Customer Care & Sales Advisor is responsible for delivering exceptional customer service whilst helping the continued growth of the business.
The role combines excellent customer care with a proactive commercial approach. Alongside processing customer orders, answering enquiries and resolving customer concerns, the successful applicant will support the acquisition, onboarding and retention of customers through planned customer contact activities.
Every customer conversation should leave people feeling valued, supported and confident in choosing Wiltshire Farm Foods.
Reports To
Operations Manager
Working closely with:
- Operations Supervisor
- Performance Improvement Lead
- Field Marketing Representative
- Delivery Driver Team
Core Objectives
- Deliver exceptional customer service at every opportunity.
- Process customer orders accurately and efficiently.
- Build strong, lasting customer relationships.
- Support business growth through customer conversion, onboarding and retention activities.
- Identify opportunities to help customers get the most from our products and services.
- Resolve customer enquiries and complaints professionally and positively.
- Contribute ideas that improve customer experience and business performance.
Duties & Responsibilities
Customer Service
- Answer inbound telephone calls professionally and courteously.
- Process customer orders accurately using Company systems.
- Respond to customer enquiries via telephone and email.
- Resolve customer concerns and complaints promptly and effectively.
- Maintain accurate customer records.
- Liaise with drivers and operational colleagues to resolve customer issues.
- Maintain excellent knowledge of products, services and promotions.
Customer Growth
- Welcome new customers and support them through their first orders.
- Contact prospective customers to encourage conversion into active customers.
- Carry out onboarding calls to ensure new customers enjoy a positive experience.
- Contact customers who have recently lapsed and encourage them to return.
- Identify opportunities to recommend suitable products, services or offers.
- Promote seasonal campaigns and marketing initiatives where appropriate.
- Help improve customer conversion, retention and loyalty.
Team Responsibilities
- Work collaboratively with colleagues across Customer Service, Operations and Field Marketing.
- Support holiday and sickness cover where reasonably required.
- Participate positively in training, coaching and business improvement initiatives.
- Share ideas that improve customer service, efficiency and sales performance.
- Maintain high standards of professionalism, confidentiality and customer care.
Working Style
- Office based at Stewkley.
- Flexible working pattern.
- Typically between 16 and 24 hours per week.
- Additional hours may occasionally be available to cover holidays, sickness and business requirements.
- Friendly, supportive team environment.
Skills, Knowledge & Experience
We're looking for someone who enjoys helping people and building positive relationships.
The ideal applicant will demonstrate:
- Warm, friendly and approachable personality.
- Excellent telephone manner.
- Strong verbal and written communication skills.
- Positive and enthusiastic attitude.
- Ability to build rapport quickly.
- Good organisational and time management skills.
- Competent computer user with experience of Microsoft Office.
- Ability to work independently and as part of a team.
- A proactive approach with good commercial awareness.
- Customer service experience is desirable.
- Sales, retail or telephone-based customer experience would be advantageous, although full training will be provided.
Measures of Success
Success in the role will be measured by:
- Outstanding customer service.
- Customer satisfaction.
- Accurate order processing.
- Customer conversion performance.
- New customer onboarding.
- Customer retention.
- Contribution towards business growth.
- Positive teamwork and continuous improvement.
Pay
£13.10 per hour
16–24 hours per week
Equivalent to approximately £10,900–£16,400 per year, depending on agreed hours
To Apply
Please apply with your CV or a short message outlining your experience.
Job Types: Part-time, Permanent
Pay: From £13.10 per hour
Benefits:
- Company pension
- Employee discount
- Sick pay
Application question(s):
- Do you have a full UK driving licence and access to your own vehicle to travel to our office in Stewkley? (There is no public transport available)
- Approximately how long would it take you to travel to our office in Stewkley?
- Please briefly describe your previous customer service and telephone-based experience.
- This role involves speaking clearly with elderly customers over the telephone. Please confirm you are confident communicating in clear, fluent spoken English.
- Please confirm that you are available to work between 16 and 24 hours per week and can provide occasional additional cover for holidays or sickness if required.
Work Location: In person
