Office Supervisor

The new Office Supervisor, for Birmingham, 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. 

Wiltshire Farm Foods, part of the apetito group, is the UK’s largest ready-meal supplier, cooking and delivering over 330 different delicious frozen ready meals across the UK primarily to the elderly, their family members and healthcare professionals.

We're dedicated to making a real difference to our customers' lives, by bringing sunshine to their doors through our commitment to provide good old-fashioned service.

Our intense pride drives us to continuously innovate and improve, ensuring our products and service exceed our customers' needs.

This is all whilst being an ethical and sustainable organisation that believes in doing the right thing.

• 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.

Essential:

• Experience supervising a team
• Customer service mentality and experience
• Passion, energy, and commitment
• Ambition to succeed and deliver targets
• Empathy to deal with our customers
• Ability to effectively promote WFF
• ‘Hands on’ approach to support the team to deliver great service
• Networking skills – ability to work well with colleagues and stakeholders
• GCSE English and Maths - Good understanding of written & oral English

Desirable:

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

Personal Qualities:

• 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

• 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

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.