Office Supervisor

Overview

The Office Supervisor, for Wiltshire Farm Foods Coleraine, 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 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. 

Who we are

Wiltshire Farm Foods have been cooking and delivering delicious frozen meals for over 25 years

Part of the apetito group, an award winning 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 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.

£12.73 per hour bonus benefits

37.5 hours per week, working 5 out of 6 days.

In addition to your salary you will receive a comprehensive training program, generous annual leave holiday entitlement, the ability to buy additional annual leave, retail discounts, turkey (or voucher) at Christmas and much more!

Responsibilities

• 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 Manager 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 operations manager and Depot Operations Manager 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

 Professional standards

• • Manage internal and external communication with apetito and franchisees.

Qualifications

Essential:

• 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
• Full driving licence. 

Desirable:

• Experience of the elderly market - an empathy for our customers
• Retail, care or franchising experience

Personal Qualities:

Essential:

• 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

All offers of employment are subject to a Driving Licence checks and criminal record checks.

As this role involves working with elderly and vulnerable customers, it is exempt from The Rehabilitation of Offenders Act 1974 and requires a basic NI Access check. 

The amendments to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (2013 and 2020) provides that when applying for certain jobs and activities, certain convictions and cautions are considered ‘protected’. This means that they do not need to be disclosed to employers, and if they are disclosed, employers cannot take them into account.