Overview:
This position is working 16 hours per week, any 2 in 6 days including bank holidays.
This is a multi-skilled, customer-facing role that blends:
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Delivery driving
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Coldstore order picking
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Office-based customer service.
You’ll deliver frozen Wiltshire Farm Foods meals with warmth and care, pick and prepare orders accurately, and provide exceptional telephone and administrative support to elderly and vulnerable customers, ensuring seamless service across the whole operation.
£13.45 per hour + bonus + company benefits.
Who we are:
Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, cooking and delivering over 330 different delicious frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals.
We're dedicated to making a real difference to our customers' lives, by bringing sunshine to their doors through our commitment to provide good old-fashioned service.
Our intense pride drives us to continuously innovate and improve, ensuring our products and service exceed our customers' needs.
This is all whilst being an ethical and sustainable organisation that believes in doing the right thing.
Responsibilities:
Cross-Team Flexibility
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Rotating schedule across office, coldstore, and delivery; occasional overtime may be required
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Cover colleagues during holidays or absence and help wherever needed to keep service standards high
Delivering to our customers
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Deliver frozen meals to customers safely, courteously, and on time on multi-drop routes
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Undertake pre-shift vehicle checks, drive within the law, and keep the van clean, refuelled, and roadworthy
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Use our delivery app to update ETAs, proof of delivery, and customer notes
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Handle discrepancies, delays, or delivery issues—contact the office promptly and resolve with empathy
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Maintain customer confidentiality and dignity at all times
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Carry out local marketing activities (e.g. leaflet drops, sheltered housing visits) to attract new customers
Coldstore
- Pick orders accurately in the coldstore (-20ºC)
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Adhere to food safety standards, temperature control procedures, and health & safety requirements
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Report stock quality and health & safety matters promptly
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Contribute to warehouse housekeeping and support the team during absences and holidays
Customer Service from the office
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Take customer orders via phone and internet; process payments; manage re-orders and special requests
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Make outbound courtesy calls to check on customers, arrange re-ordering, and offer help—often a key point of contact for those living alone
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Update customer records, liaise with relatives/carers, and ensure customers know how to store and cook meals safely
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Support route planning and round sequencing for upcoming delivery days, collaborating closely with drivers
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Communicate promotions and new products, prepare simple promotional materials, and look for new business opportunities
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Act as a link between drivers and customers during delivery rounds; share best practice and contribute to continuous improvement
Qualifications/Personal Qualities:
Essential
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Experience in a customer service role (face-to-face or telephone)
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Full UK manual driving licence, held for at least 2 years
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Computer literate, including phone apps and PC systems
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Confident telephone manner, with clear, adaptable communication
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Accuracy and attention to detail; numerate and good written English (GCSE Maths & English or equivalent)
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Reliable with evidence of good attendance and timekeeping
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Able to work to deadlines, manage time, and use your own initiative
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Friendly, approachable, empathetic, and patient; genuinely caring
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Passionate about exceptional customer service and building long-term relationships
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Good listener who treats each customer as an individual; warm, clear telephone voice
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Team player with a flexible approach and positive attitude to helping across the business
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Respectful of confidentiality and professional at all times
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Willing and able to work in a coldstore (-20ºC) with PPE and warm-up breaks provided; capable of safe manual handling
Desirable
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Multi-drop delivery experience
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Experience in the elderly/care sector
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Warehouse/coldstore experience
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Health & Safety awareness and food safety understanding
You must have held a UK manual driving licence for at least 2 years.
All offers of employment are subject to a Driving Assessment, Driving Licence checks and satisfactory basic DBS checks.
This role is not eligible for sponsorship under the skilled worker route as it does not meet the minimum requirements set out under the UK Immigration Rules.
Company Benefits:
- Competitive salary – accredited Living Wage employer
- 33 days holiday per year, including bank holidays (which are considered a normal working day)
- Option to purchase up to 5 additional days holiday per year
- Discretionary annual bonus scheme
- Pension scheme - employer matched contributions up to 4%
- Life assurance scheme worth at least 1x annual salary
- Free turkey or voucher at Christmas
- Perkbox scheme including salary sacrifice options and retail discounts
Our Values:
As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of.
We develop a range of products designed to enhance health and well-being for all our customers.
We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people.
We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040.
Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.
Learn more about apetito’s commitment to a more sustainable future.
We embrace inclusion, empowering individuals from diverse backgrounds.
Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.
