Customer Service Advisor

Join to apply for the Customer Service Advisor role at apetito UK
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This role works 24 hours per week, any 3 days in 6 days.

The role of our Customer Service 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 Service Advisors are that they’re organised and efficient. Apart from the technical skills required, the most important attributes are empathy, patience, kindness, friendliness, care and warmth to all our customers.

Your responsibilities will include taking customer orders and making outbound courtesy calls. These calls are especially important as many customers live alone, making them the only contact they might have in a single day. The ultimate goal is to provide service that exceeds expectations while continuously improving efficiencies.

Salary & Benefits
£13.05 per hour from 1st January 2026 (£13.94 per hour from 1st May 2026) + bonus + company benefits.

• Responsible for taking telephone/internet orders and making outbound calls to customers and prospects.
• Support drivers with route planning for upcoming delivery rounds.
• Ensure each customer receives exemplary service on every telephone call or contact.
• Update customer records and liaise with relatives as required.
• Help customers understand how to cook, store, and re‑order meals.
• Prepare promotional literature and communicate new product details.
• Seek new business opportunities and share best practices with colleagues.
• Actively promote the benefits of WFF healthy and nutritious meals to all customers.

• Experience in a customer service role.
• Comfortable using a personal computer to manage and process orders.
• Confident telephone manner.
• Attention to detail and accuracy in work.
• Numerate and good written English; GCSE Maths & English standard or equivalent.
• Ability to work to deadlines.

• Experience in the elderly/care market.
• Experience in a team environment.
• Full UK Driving Licence.

• People‑focused and enjoys engaging with a wide variety of elderly customers.
• Actively interested in getting to know every customer and becoming a trusted friend.
• Good listener and treats each customer as an individual.
• Clear telephone voice adaptable to customer needs.
• Effective communicator at all levels.
• Works independently, plans own day, and manages time efficiently.
• Acts as a support link between drivers and customers during delivery rounds.
• Capable of learning in‑house computer systems and managing order/database processes.
• Team player passionate about promoting the WFF product range.
• Flexible and willing to assist with other business areas as needed.

• Competitive salary – accredited Living Wage employer.
• 33 days holiday per year, including bank holidays.
• 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 1× annual salary.
• Free turkey or voucher at Christmas.
• apetito perks scheme including salary sacrifice options and retail discounts.

Wiltshire Farm Foods supplies frozen meal solutions directly to consumers, especially the elderly, families and healthcare professionals. We pride ourselves on delivering good old‑fashioned service, continuously innovating and improving, and operating ethically and sustainably with a commitment to Net Zero by 2040.

We embrace inclusion and empower individuals from diverse backgrounds to reach their full potential.

Entry level – Full time.