Service Centre Advisor

Full-time – shifts available between 8am and 6pm, Monday - 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.

Please note - if you are selected for an interview, our assessment centre will be held on Thursday, the 19th of March (date subject to change).

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 escalated 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

• 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

At Arrow

XL, 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 – and 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 service
• Holiday Buy Scheme –Buy up to 5 additional days
• Competitive…