Multichannel Service Advisor (Part-Time)

ArrowXL; United Kingdom; Hybrid; GBP 14,000 - 21,000; Part time

Benefits offered by this job

Annual Leave 34 days

Pension plan options

Life Insurance 2x basic salary

Medicash health insurance

Employee Assistance Programme

Training and development

Staff discounts

Job summary

ArrowXL is seeking a Service Delivery Advisor for part-time roles (20-hour and 8-hour Saturday contracts) to provide high-quality support across client and customer interactions. You will work in a blended service model managing inbound and outbound communications across multiple channels, taking end-to-end ownership of enquiries.

You will handle CRM cases, perform case management, contribute to process improvements, and assist with administrative tasks while upholding service standards and SLAs.

Qualifications

• 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.

Responsibilities

• 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 elevate 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

Skills

Multichannel communication

Written communication

Telephone etiquette

Problem solving

Time management

Adaptability to new systems

Attention to detail

Team collaboration

Job description

ArrowXL is seeking a Service Delivery Advisor for part-time roles (20-hour and 8-hour Saturday contracts) to provide high-quality support across client and customer interactions. You will work in a blended service model managing inbound and outbound communications across multiple channels, taking end-to-end ownership of enquiries.

You will handle CRM cases, perform case management, contribute to process improvements, and assist with administrative tasks while upholding service standards and SLAs.