Service Delivery Advisor in Billinge

Service Centre Advisor (Wigan)
30 hour part-time contracts available across the week.

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 that any offer of employment will be subject to the successful completion of pre-employment checks, including a satisfactory DBS check where required for the role.
Please note that this is a hybrid role. However, during your training period, you will be required to attend on-site until training has been successfully completed and signed off.
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.
Some of the benefits of working with us include:
Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service
Competitive Pension Plan options – Plus company contributions
Life Insurance – Company funded 2x basic salary life cover from day one
Medicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare bills
Employee Assistance Programme – Free 24/7 confidential wellbeing support
Progression and Development Opportunities – Department specific technical training and Internal Management Development Academies
Staff Discount at Very (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items)
Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure Centres, bootcamps and fitness studios
Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts
Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme
Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition
CEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognition
Departmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic gifts
Retail Discounts – Huge discount savings in supermarkets ( Asda, Tesco, Morrison's and Sainsburys ), Fashion discounts with ( Adidas, Asos, H&M, Boohoo, JD and Matalan ) and Technology discounts with ( Apple, Argos, Currys/PC World and John Lewis ), plus many more savings
How to Apply
It's quick and easy to apply online - just have your up-to-date CV ready and follow the step-by-step application process. We're excited to hear from you!
At ArrowXL, we're proud to be an equal opportunity employer. We're committed to creating an inclusive workplace where everyone can thrive, regardless of background. If you're invited to interview and need any adjustments during the process, please let us know - we'll do everything we can to make your experience smooth and positive.
We're a business built on championing strong values. These guide everything we do - from how we deliver to how we support our people:
Ready to make an impact?
Apply now and take the next step in your career with ArrowXL!