At a Glance
- Tasks: Deliver high-quality support through various communication channels and manage enquiries efficiently.
- Company: Join a dynamic team at ArrowXL, focused on service excellence.
- Benefits: Enjoy 34 days annual leave, competitive pension, and discounts on gym memberships and retail.
- Other info: Opportunities for progression and recognition through awards and incentives.
- Why this job: Make a real impact in a fast-paced environment while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 20000 - 25000 € per year.
Part-time hours available, Monday to 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. 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?
- 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
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 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)
Service Centre Advisor employer: ArrowXL by JP Home
At ArrowXL, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Wigan. Our commitment to employee growth is evident through our extensive training programmes and development opportunities, while our competitive benefits package, including generous annual leave and health support, ensures that our team members feel valued and motivated. Join us to be part of a collaborative culture that celebrates success and encourages innovation, making every day at work meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Service Centre Advisor
✨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-focused experience and problem-solving skills. The more comfortable you are, the better you'll come across!
✨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 multi-channel communications and resolved customer queries effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Centre Advisor
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 highlights your strong communication skills. Use clear and concise language to demonstrate how you can handle both inbound and outbound communications effectively.
Tailor Your Application:Take a moment to customise your application for the Service Centre Advisor role. Mention specific experiences that align with the responsibilities outlined in the job description, like managing CRM cases or resolving customer enquiries. We love seeing how you fit into our team!
Be Professional Yet Personable:While professionalism is key, don’t forget to let your personality shine through! Use a friendly tone in your writing to show that you can deliver a polite and empathetic service experience, which is super important for this role.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to see your application and get you on the path to joining our fantastic team!
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 responsibilities of a Service Centre Advisor. Familiarise yourself with managing inbound and outbound communications, case management, and the importance of delivering high-quality support. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨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 Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle pressure. Think of specific situations from your past experience where you managed multiple priorities or dealt with escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Your Adaptability
This role requires flexibility and the ability to adapt to new systems and processes. Be ready to discuss times when you've successfully adapted to change in a fast-paced environment. Highlight your willingness to learn and embrace new tools, as this will resonate well with the interviewers.
