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- Tasks: Deliver top-notch support through various channels and manage enquiries from start to finish.
- Company: Join ArrowXL, a company dedicated to making delivery better with a focus on collaboration and growth.
- Benefits: Enjoy 34 days annual leave, private medical insurance, and discounts at major retailers.
- Why this job: Make a real impact in a fast-paced environment while developing your skills and career.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Opportunities for progression and recognition through awards and incentives.
The predicted salary is between 28800 - 43200 £ per year.
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. If you’re ready to make a difference in a fast-paced, collaborative environment, this could be the perfect next step in your career.
What will the role involve?
- 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
- 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
- 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
- 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.
- Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service
- Holiday Buy Scheme – Buy up to 5 additional days
- Competitive Pension Plan options – Plus company contributions
- Private Medical Insurance – via Bupa
- 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 www.very.co.uk (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
Service Delivery Advisor in Manchester employer: ArrowXL by JP Home
Contact Detail:
ArrowXL by JP Home Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Advisor in Manchester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on ArrowXL. Understand their values, mission, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your service delivery skills and problem-solving abilities. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your communication skills! During the interview, make sure to communicate clearly and confidently. Use examples from your past experiences to illustrate how you've handled customer interactions and resolved issues effectively.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Delivery Advisor in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about delivering high-quality support, make sure your written application reflects your strong communication skills. Use clear and concise language, and don’t forget to showcase your ability to handle sensitive conversations with professionalism.
Tailor Your Application: We want to see how you fit into our team! Tailor your application to highlight your experience in service-focused environments and your ability to manage multi-channel communications. This will show us that you understand what we’re looking for.
Be Organised and Detail-Oriented: In your application, demonstrate your organisational skills and attention to detail. Mention any experience you have with case management or CRM systems, as this will resonate well with the responsibilities of the Service Delivery Advisor role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at ArrowXL by JP Home
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Delivery Advisor role. Familiarise yourself with the responsibilities like managing inbound and outbound communications, case management, and delivering high-quality support. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of client and customer interaction, be prepared to demonstrate your strong written and verbal communication skills. Practice articulating your thoughts clearly and concisely, and think of examples where you've successfully handled sensitive conversations or resolved issues effectively.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Think about past experiences where you've had to manage multiple priorities or resolve complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your problem-solving skills and ability to stay calm under pressure.
✨Emphasise Your Adaptability
The job requires flexibility and the ability to adapt to new systems and processes. Be ready to discuss times when you've successfully adapted to change or learned new tools quickly. Highlighting your willingness to embrace new ways of working will resonate well with the interviewers.