Customer Service Advisor

Overview

apetito’s aim is to create competitive advantage through the highest standards in customer service and food quality. The Customer Service Team are responsible for order processing, ensuring they provide sufficient lead time to enable the distribution team to deliver on time as ordered. However, the team also have a broader role to support customers as required by responding to their needs and reinforce the business relationship.

The Customer Service Advisor (CSA) will be responsible for their own group of customers ensuring that world class customer service is provided at all times. The CSA will be responsible for order processing, the management of their own accounts and dealing with inbound and outbound calls.

Based on-site full time: Monday to Friday, 9.00am to 6.00pm

Due to the location, a driving licence and access to your own transport are essential. 

£30,078.54 per annum + Bonus + Benefits

Who we are

apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings.

Our meals are expertly crafted by our dieticians and chefs, and then frozen to lock in the goodness.

Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

Responsibilities

• 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.
• Coordinating 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.
• 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

About you

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
• UK driving licence and access to own transport

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

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 meals, snacks and beverages on site• Free parking• 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 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.