Job Introduction

ArrowXL is hiring! As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community. We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!

The ArrowXL culture thrives on six core values:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL is now recruiting for Customer Service Advisors to join our supportive contact centre team, situated at our Wigan site. You will be one of our many valuable advisors whose responsibility is to ensure that all our customers and clients are provided with ongoing guidance, advice, and support. Our customers are at the heart of all we do at ArrowXL, and your empathetic communication skills will ensure every person receives outstanding service with each interaction.

Providing exceptional and heartfelt service to both customer and client requires confidence, patience, and empathy. By choosing to be part of our Customer Service team, you will be warmly welcomed into the ArrowXL family.

So, what are you waiting for? Apply now!

Role Responsibility

Reporting into one of our encouraging and dedicated Customer Service Team Leaders, your duties will include:

• Taking inbound calls and making outbound calls to both customers and company clients
• Providing exceptional customer service via telephone, email, and written correspondence
• Managing our live webchat feature to help and support customer issues
• Supporting our customers and company clients with a wide range of queries
• Processing customer and client requests to achieve the correct outcome
• Using all resources available to find a resolution to problems, escalating any issues to management when necessary
• Updating query outcomes and customer records on the computer system
• Resolving customer complaints in an understanding and empathetic manner, ensuring that customers are aware of ArrowXL procedures and processes

The Ideal Candidate

If you are enthusiastic, friendly and have a passion to deliver great Customer Service then we would love to hear from you. It would also be ideal if you had the following:

• Experience working in a customer support role, ideally from a contact centre (this is not essential as full training will be provided)
• Customer focused with a passion for going the extra mile
• Ability to work independently and as part of a team
• A flexible approach to working
• A confident but respectful approach to challenging situations
• Ability to make effective decisions
• Excellent standards of communication; both written and verbal

Package Description

Additional Information

• Basic hourly rate of £11.05 (equating to an annual salary of £22,984 for full time hours)
• 20 hours per week
• Working hours: our Customer team currently operate between 07:00 - 19:00 Monday to Friday, and between 08.30 – 16:30 on a Saturday

In addition to a competitive salary, you’ll receive many excellent additional benefits including:

• Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home
• Annual Leave Entitlement – 30 days entitlement (including statutory bank holidays) which increases with service!
• Enhanced Pension Plan – ArrowXL company contributions matching up to 6%
• Life Insurance – Company funded 2x basic salary life cover from day one
• Enhanced maternity, paternity, adoption and shared parental leave
• Long Service Awards – Awarded for every 5 years’ service
• Employee of the Month Incentives – Local winners across the country plus an overall winner chosen by the CEO
• Progression and Development Opportunities – Investment into your career path via our award-winning Training Academy
• Up to 25% Staff Discount at www.very.co.uk
• Retail Discounts – Huge discount savings across retailers and restaurants including Apple, Asda, B&Q, Halfords, Nando’s, TGI Friday’s, Screwfix and many more!
• 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 Arrow XL C2W scheme offers great benefits and discounts

About the Company

ArrowXL are the UK’s leading provider of two-person home delivery who strive to make the world of delivery a better place. Most of our work is storing and delivering large, heavy, bulky items, the type of work that typically needs two-people to handle. Quite often these items need installing – which we do too. 

Our culture thrives on Six core values that form who we are, these are:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL