Job Introduction

Service Team Manager - Wigan

Any 5 shifts over 7 days, with shifts between 7am and 6pm  

The Service Team Manager is responsible for the effective day-to-day leadership, performance, and continuous improvement of the Service Centre. Working as part of a collective management team, the role ensures that customers and clients receive a consistently high-quality service, that agents are supported and engaged, and that operational performance meets agreed standards.

Service Team Managers share joint ownership of service delivery outcomes and work collaboratively to maintain service stability, drive improvement, and model strong, consistent leadership across the centre.

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 to danny.colbert@arrowxl.co.uk - or apply today!

What will the role involve?

All Service Team Managers are collectively accountable for the successful running of the Service Centre and are expected to operate interchangeably across the following responsibilities:

Leadership, Standards & Culture

• Provide visible, consistent, and credible leadership across the Service Centre.
• Set and maintain clear leadership boundaries, ensuring decisions are made at the appropriate level and escalations are handled proportionately.
• Lead with emotional maturity and objectivity, making balanced decisions based on data, policy, and customer or client impact rather than personal emotion or pressure.
• Create a culture of accountability, respect, and fairness, addressing performance and behaviour issues promptly and constructively.
• Model calm, confident leadership during periods of pressure, change, or operational disruption.
• Maintain professional distance where required, ensuring positive relationships do not compromise performance management or standards.
• Actively shape a high-performing culture where expectations are clear, feedback is routine, and success is recognised.

People Leadership & Engagement

• Lead, coach, and support teams of agents across the Service Centre.
• Conduct regular 1:1s, team briefings, performance reviews, and development conversations.
• Identify capability gaps and work with peers and L&D to address development needs.
• Monitor engagement, wellbeing, and morale, taking appropriate action to support retention and sustained performance.

Service Delivery & Performance

• Ensure consistent delivery of service standards across all customer and client interactions.
• Act as an escalation point for complex customer, client, or operational issues.
• Monitor performance against key metrics and contribute to actions that improve outcomes.
• Support service stability during peak demand, disruption, or change.

Collaboration & Decision-Making

• Work closely with fellow Service Team Managers to prioritise workloads, share insight, and balance resources.
• Contribute insight, risks, and recommendations to senior leadership to support informed decision-making.
• Build strong working relationships with Operations, IT, and Transformation teams.

Continuous Improvement Mindset

• Actively face into change, leading improvement initiatives that drive efficiency, effectiveness, and better ways of working across the Service Centre.
• Challenge existing processes, structures, and practices where they no longer meet service, customer, or business needs.
• Make objective, evidence-based decisions that prioritise service outcomes and sustainability, even where change may be uncomfortable or disruptive.
• Support and implement improvements that reduce manual effort, remove duplication, and eliminate inefficiency.
• Lead teams through change with clarity, honesty, and resilience, ensuring change is well-communicated and professionally managed.
• Balance empathy for people with a clear focus on organisational effectiveness, long-term viability, and customer outcomes.

What are we looking for in our Service Team Manager? 

• Proven experience leading teams in a service, contact centre, or operational environment.
• Strong, emotionally mature leadership style with the ability to set boundaries, manage performance, and make objective decisions under pressure.
• Confident using data and performance insight to drive improvement and informed decision-making.
• Experience managing change, improving processes, and embedding more efficient ways of working.
• Clear, credible communicator with the ability to collaborate, influence, and challenge constructively.
• Comfortable operating in a fast-paced, change-driven environment with shared accountability.

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.

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 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, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savings

How to Apply

It’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!

ArrowXL