Service Delivery Advisor

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).