The Role and Team

40 hours per week, working 9am to 6pm Monday to Friday.

Working from our Portbury distribution centre (BS20 7XE) 

apetito’s aim is to create competitive advantage through the highest standards in customer service and food quality. The Customer Service Team are at the heart of this ethos and are the crucial link between our customers and the supply chain. 

The Senior Customer Service Advisor (SCSA) will be responsible for their own group of customers ensuring that world class customer service is provided at all times. The SCSA will be responsible for order processing, the management and set up of their own accounts, dealing with inbound and outbound calls, complaint handling and deputising for the Customer Service Manager as and when required.

You will ensure all queries are dealt with in a professional and timely fashion, acting as a role model for your colleagues, who is effective in identifying and resolving/escalating customer issues. The ideal candidate will be an effective communicator with a passion for delivering a first-class service.  You will be a competent individual who will be able to guide and train team members through coaching and development and will support the Customer Service Manager improving the customer journey with good systems knowledge and an expert level in excel is a must. 

Who We Are

We’re the leading food producer for the health and social care sector, providing delicious, nutritious and sustainable meals for people at home or in care.

We’re also the parent company of Wiltshire Farm Foods, the UK’s premier home-delivery service for ready-made meals.

Through our wide range of well-presented, nutritious meals to suit every taste and dietary need, we aim to make a real difference to lives of elderly and vulnerable people 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.

In addition to your salary you will receive a comprehensive training program, 25 days annual leave holiday entitlement (plus bank holidays and the option to buy an extra 5 days annual leave), retail and product discounts, free car parking, free lunch, snacks and beverages, free turkey (or voucher) at Christmas and much more!

• To drive a customer focus approach across all activities and ensure the customer service team is a centre of excellence, maintaining outstanding customer service both internally and externally.
• Ensuring timely order capture for your customers.
• Co-ordinating the communication process to ensure that all customers are kept up to date.
• Ensuring that accurate information is captured.
• Train and support other team members.
• Complaint Handling
• Adhoc Reporting
• Excellent time management
• Effective communicator at all levels
• Liaising closely with all other functions with a customer service angle negotiating on the best fit solution.
• To cover the management of others accounts during periods of absence.
• To provide a proactive approach to customer service. 

PERFORMANCE MEASURES

KPI’s

• Order processing
• Call answer times
• Calls lost
• Perfect Order (Customer Service)
• Oder fulfilment (Customer Service)

Other Measurements

• Projects on time delivery

Essential:

• Demonstrable experience of working in a customer focused organisation and ability to nurture and cultivate a truly customer focused culture within your own team and the wider business.
• Subject Matter Expertise and a thorough knowledge with hands on experience of Customer service.
• A passion for encouraging team work, with an innovative approach to issue resolution – being creative and continuously developing new ways to improve performance. 
• Working well in a culture where all employees are engaged and able to voice their suggestions and ideas.
• Excellent customer relationship skills, both internal and external.
• An analytical fact based approach with a good understanding MS Word and Excel

Desirable:

• Previous experience of using SAP
• Previous experience of CRM systems

Personal Qualities:

This role would suit someone who:

• Is self-motivated
• Is comfortable working in a fast pace environment
• Is customer focused
• Has an outgoing and confident personality
• Is flexible and adaptable
• Enjoys working with & developing people
• Has good communication skills
• Wants to exceed expectations
• Is performance management focused