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
Service Delivery Advisor in London employer: Arrow XL Ltd
ArrowXL is an exceptional employer, offering a supportive and friendly work environment in Worcester for 7.5T Delivery Drivers. With competitive pay, generous benefits including a holiday buy scheme, and opportunities for career progression through our award-winning Training Academy, we prioritise the well-being and development of our employees. Join us to be part of a team that values hard work and fosters a sense of community while delivering top-notch service to our customers.
