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Overview: 37.5 hours per week, working 5 out of 6 days. The new Office Supervisor for Wiltshire Farm Foods Norfolk must be passionate and have the energy and commitment to support the Retail Sales and Operations Manager to create an exemplar of outstanding performance in customer service and sales. As Office Supervisor you'll supervise the office based team to deliver exceptional service to our customers via phone and email. Customer service and empathy for the needs of our predominately elderly customers, is at the heart of what we do and you'll need to be part of living those values. The WFF network is actively supported with national marketing, including television, national press and direct mail marketing campaigns. You can also tap into our support from our Wiltshire Head Office. £14.94 per hour + Bonus + Benefits. 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.
Job Responsibility:
Supervise the office based teams to ensure all office tasks are completed accurately and on time
Engage with the team and ensure all targets are being met
Monitor performance, Coach and support team members where required
Maintain dialogue with the Depot Operations Supervisor to ensure you are all working towards the company strategy and maximising all opportunities
Ensure Dynamics CRM is being used productively to grow the customer base
Manage the office team's rotas and holidays and arrange cover where needed
Liaise with the Retail, Sales & Operations Manager and Depot Operations Supervisor to highlight concerns or success
Additionally, to support the office team to: Improve KPI performance e.g. New customer acquisition
Prospect conversion
Customer retention
Sales and Growth
Maximise the potential of our CRM (Customer Relationship Management) system
Inbound / outbound calls
Marketing letters
Team training
Create an exemplar with pace & urgency: Exemplary customer service
Local marketing best practice
High operational standards, including Health & Safety and Audit Compliance
Ensure execution is outstanding
Manage internal and external communication with apetito and other regional depots
Requirements:
Good Leadership potential, with the ability to supervise and motivate your team
Experience of people engagement / leading a team of up to 5 people
Passion, energy, and commitment
Ambition to succeed
Empathy to deal with our customers
Ability to effectively promote WFF
Willingness to be 'hands on' and support the team in carrying out their roles e.g. tele-sales and field marketing
Networking skills – ability to work well with colleagues and franchisees
GCSE English and Maths - Good understanding of written & oral English
Leading and Supervising
Working with people
Demonstrates an interest in and understanding of others
Adapts to the team and builds team spirit
Persuading and Influencing
Makes a strong personal impression on others
Gains clear agreement and commitment from others by persuading, convincing and negotiating
Relating and Networking
Establishes good relationships with customers and staff
Delivering results and meeting customer expectations
Focuses on customer needs and satisfaction
Sets high standards for quality and quantity
Nice to have:
Experience of the elderly market - an empathy for our customers
Retail, care or franchising experience
What we offer:
37.5 hours per week
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