Customer Service Advisor

Customer Services Advisor

This role is working 24 hours per week, any three in six days.

The role of our Customer Services Advisor is critical to the success of our business. Our customers are predominantly elderly and rely upon our office teams to take their orders over the phone or via the internet.

The defining characteristics of our Customer Services Advisors are that they're organized and efficient. However, apart from the technical skills that are required with the role, the most important attributes are that we demonstrate empathy, patience, kindness, friendliness, care, and warmth to all our customers.

The role involves the taking of customer orders and also the making of 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 Wiltshire Farm Foods.

Wiltshire Farm Foods supplies frozen meal solutions direct to the consumer. We have a cold store to accommodate the stock necessary to be able to deliver to our customers each week. The ultimate goal is to provide a service to our customers that exceeds expectations while at the same time continuously improving efficiencies.

£13.05 per hour (£13.45 per hour from 1st May 2026) + bonus + company benefits.

Responsibilities

Responsible for the taking of telephone/internet orders and making outbound calls to customers and prospects.

To support drivers with route planning for the next day's delivery rounds.

To ensure each customer is provided with "exemplary" service on each telephone call or contact.

To update customer records and liaise with customer relatives as required.

To ensure customers' needs are met, ensuring they know how to cook, store, and re-order the meals as necessary.

Prepare promotional literature as required and communicate details of new products or promotions to customers.

To search, provide, and continually look for new business opportunities.

To share best practices with colleagues in an effort to continuously improve our service proposition.

To actively take an interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all our customers.

About You

Essential:

Experience of 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; GCSE Maths & English standard or equivalent

Able to work to deadlines

Desirable:

Have worked in the elderly/care market

Experience of working in a team environment

Full UK Driving Licence

Personal Qualities:

As one of our team you will be focused on excellent customer service with a caring and empathic nature. You will demonstrate a real interest in people and be able to communicate effectively with members of the public and their families.

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

apetito perks 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 recognized 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.