Service Centre Advisor
| Posting date: | 09 March 2026 |
|---|---|
| Salary: | £12.21 per hour |
| Hours: | Part time |
| Closing date: | 08 April 2026 |
| Location: | Wigan, Greater Manchester |
| Remote working: | On-site only |
| Company: | ArrowXL |
| Job type: | Permanent |
| Job reference: | 1 |
Summary
Part-time – shifts available between 8am and 6pm, Monday - Saturday
The Service Delivery Advisor is responsible for delivering high-quality support across both client and customer interactions. Operating within a blended service model, this manages inbound and outbound communications across multiple channels, ensuring enquiries are resolved efficiently, consistently and with clear end-to-end ownership.
The role supports service excellence through proactive communication, effective case management, and the efficient handling of operational and administrative tasks aligned with business priorities.
This role profile is an overview of the remit of your job role, responsibilities, and accountabilities. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required which may be at the same level as your home role or below.
Please note - if you are selected for an interview, our assessment centre will be held on Thursday, the 19th of March (date subject to change).
If you're ready to make a difference in a fast-paced, collaborative environment, this could be the perfect next step in your career. For a confidential chat, reach out to danny.colbert@arrowxl.co.uk — or apply today!
What will the role involve?
Service Delivery and Contact Handling
Manage inbound contact via phone, live chat, social channels, CRM cases and email
Make outbound contact where required to resolve enquiries, provide updates, or prevent escalation
Take end-to-end ownership of enquiries through to resolution
Ensure accurate and timely updates within CRM systems
Deliver clear, consistent communication to both clients and customers
Case Management and Resolution
Log, manage and update cases within CRM system
Investigate order progress, exceptions, or service-related queries
Liaise with internal teams where required to achieve resolution
Escalate issues appropriately in line with tiered escalation pathways
Administrative and Operational Support
Complete ad hoc administrative tasks aligned with service delivery
Support process updates, data accuracy, and documentation requirements
Contribute to maintaining accurate records and system integrity
Assist with operational reporting or updates where required
Quality and Continuous Improvement
Adhere to defined service standards, SLA’s and quality expectations
Identify repeat issues or process gaps and escalate improvement opportunities
Participate in training, cross-skilling, and knowledge sharing initiatives
Support the ongoing adoption of new tools, automation, new processes and AI-enabled solutions
What are we looking for?
Experience in a service-focused or contact centre environment
Ability to manage multi-channel communications confidently, including both inbound and outbound
Strong written communication skills with the ability to produce clear, concise and professional responses
Professional and confident telephone manner
Ability to handle sensitive or escalated conversations calmly and respectfully
Good problem-solving skills with a structured approach to investigation
Good organisational and time management skills
Comfortable adapting to new systems, processes and technology
Ability to manage multiple priorities in a fast-paced environment
Delivers a consistently polite, professional, and empathetic service experience
Communicates clearly and respectfully across all channels
Demonstrates patience and active listening, particularly in complex or sensitive interactions
Maintains composure under pressure and during high-demand periods
Adapts positively to change and supports new ways of working
Works collaboratively and shares knowledge openly
Maintains high standards of accuracy and attention to detail
Acts with integrity and accountability at all times
Represents the organisation professionally in all client and customer interactions
What’s in it for you? What are the benefits?
At ArrowXL, we’re always striving to make the world of delivery a better place. When you join us, you’ll receive a comprehensive salary and benefits package - but more than that, you’ll become part of an organisation that values collaboration, innovation, and personal growth.
The Service Delivery Advisor is responsible for delivering high-quality support across both client and customer interactions. Operating within a blended service model, this manages inbound and outbound communications across multiple channels, ensuring enquiries are resolved efficiently, consistently and with clear end-to-end ownership.
The role supports service excellence through proactive communication, effective case management, and the efficient handling of operational and administrative tasks aligned with business priorities.
This role profile is an overview of the remit of your job role, responsibilities, and accountabilities. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required which may be at the same level as your home role or below.
Please note - if you are selected for an interview, our assessment centre will be held on Thursday, the 19th of March (date subject to change).
If you're ready to make a difference in a fast-paced, collaborative environment, this could be the perfect next step in your career. For a confidential chat, reach out to danny.colbert@arrowxl.co.uk — or apply today!
What will the role involve?
Service Delivery and Contact Handling
Manage inbound contact via phone, live chat, social channels, CRM cases and email
Make outbound contact where required to resolve enquiries, provide updates, or prevent escalation
Take end-to-end ownership of enquiries through to resolution
Ensure accurate and timely updates within CRM systems
Deliver clear, consistent communication to both clients and customers
Case Management and Resolution
Log, manage and update cases within CRM system
Investigate order progress, exceptions, or service-related queries
Liaise with internal teams where required to achieve resolution
Escalate issues appropriately in line with tiered escalation pathways
Administrative and Operational Support
Complete ad hoc administrative tasks aligned with service delivery
Support process updates, data accuracy, and documentation requirements
Contribute to maintaining accurate records and system integrity
Assist with operational reporting or updates where required
Quality and Continuous Improvement
Adhere to defined service standards, SLA’s and quality expectations
Identify repeat issues or process gaps and escalate improvement opportunities
Participate in training, cross-skilling, and knowledge sharing initiatives
Support the ongoing adoption of new tools, automation, new processes and AI-enabled solutions
What are we looking for?
Experience in a service-focused or contact centre environment
Ability to manage multi-channel communications confidently, including both inbound and outbound
Strong written communication skills with the ability to produce clear, concise and professional responses
Professional and confident telephone manner
Ability to handle sensitive or escalated conversations calmly and respectfully
Good problem-solving skills with a structured approach to investigation
Good organisational and time management skills
Comfortable adapting to new systems, processes and technology
Ability to manage multiple priorities in a fast-paced environment
Delivers a consistently polite, professional, and empathetic service experience
Communicates clearly and respectfully across all channels
Demonstrates patience and active listening, particularly in complex or sensitive interactions
Maintains composure under pressure and during high-demand periods
Adapts positively to change and supports new ways of working
Works collaboratively and shares knowledge openly
Maintains high standards of accuracy and attention to detail
Acts with integrity and accountability at all times
Represents the organisation professionally in all client and customer interactions
What’s in it for you? What are the benefits?
At ArrowXL, we’re always striving to make the world of delivery a better place. When you join us, you’ll receive a comprehensive salary and benefits package - but more than that, you’ll become part of an organisation that values collaboration, innovation, and personal growth.