Service Centre Advisor – WiganPart-time – 30 hours per week, 5x 6 hour shifts, 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. For a confidential chat, reach out todanny.colbert@arrowxl.co.uk— or apply today!What will the role involve?Service Delivery and Contact HandlingManage inbound contact via phone, live chat, social channels, CRM cases and emailMake outbound contact where required to resolve enquiries, provide updates, or prevent escalationTake end-to-end ownership of enquiries through to resolutionEnsure accurate and timely updates within CRM systemsDeliver clear, consistent communication to both clients and customersCase Management and ResolutionLog, manage and update cases within CRM systemInvestigate order progress, exceptions, or service-related queriesLiaise with internal teams where required to achieve resolutionEscalate issues appropriately in line with tiered escalation pathwaysAdministrative and Operational SupportComplete ad hoc administrative tasks aligned with service deliverySupport process updates, data accuracy, and documentation requirementsContribute to maintaining accurate records and system integrityAssist with operational reporting or updates where requiredQuality and Continuous ImprovementAdhere to defined service standards, SLA's and quality expectationsIdentify repeat issues or process gaps and escalate improvement opportunitiesParticipate in training, cross-skilling, and knowledge sharing initiativesSupport the ongoing adoption of new tools, automation, new processes and AI-enabled solutionsWhat are we looking for?Experience in a service-focused or contact centre environmentAbility to manage multi-channel communications confidently, including both inbound and outboundStrong written communication skills with the ability to produce clear, concise and professional responsesProfessional and confident telephone mannerAbility to handle sensitive or escalated conversations calmly and respectfullyGood problem-solving skills with a structured approach to investigationGood organisational and time management skillsComfortable adapting to new systems, processes and technologyAbility to manage multiple priorities in a fast-paced environmentDelivers a consistently polite, professional, and empathetic service experienceCommunicates clearly and respectfully across all channelsDemonstrates patience and active listening, particularly in complex or sensitive interactionsMaintains composure under pressure and during high-demand periodsAdapts positively to change and supports new ways of workingWorks collaboratively and shares knowledge openlyMaintains high standards of accuracy and attention to detailActs with integrity and accountability at all timesRepresents the organisation professionally in all client and customer interactionsWhat'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 serviceCompetitive Pension Plan options – Plus company contributionsLife Insurance – Company funded 2x basic salary life cover from day oneMedicash– An easy-to-use health insurance package that provides cashback towards your everyday healthcare billsEmployee Assistance Programme – Free 24/7 confidential wellbeing supportProgression and Development Opportunities – Department specific technical training and Internal Management Development AcademiesStaff 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 studiosCycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discountsLong service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programmeEmployee of the month – Winners receive £25 voucher, certificate and Hall of fame recognitionCEO Award of the month– Winners receive £100 voucher, certificate and Hall of fame recognitionDepartmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic giftsRetail 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 savingsHow to ApplyIt'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!