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- Tasks: Provide empathetic support to callers and deliver excellent customer service.
- Company: Join a leading organisation in public sector support services.
- Benefits: Enjoy 25 days annual leave, health cash plan, and life assurance.
- Other info: Flexible shifts available with opportunities for progression.
- Why this job: Make a real difference while developing your skills in a supportive team.
- Qualifications: Strong communication skills and a positive attitude are essential.
The predicted salary is between 10826 - 10826 £ per year.
Are you looking for a rewarding customer service role where no two calls are ever the same? We’re looking for a Customer Service Advisor to join our fast-paced Customer Contact Centre team in Newport. You’ll be part of a supportive, friendly group who take pride in delivering calm, professional and empathetic support to callers from across England and Wales. The work is varied, meaningful and fast-moving — and you’ll be working with people who care about getting things right. You’ll be speaking to a variety of callers — from family members of prisoners to probation workers — providing information, reassurance and clear signposting. Many calls can be emotive, and the ability to communicate clearly and compassionately is key.
If you have a passion for helping people and thrive in a busy environment, you’ll fit right in with us. SSCL is a growing organisation with great opportunities for progression and development. There are two options for shifts for this role:
- The first shift option is working Saturdays and Sundays from 08:00 to 17:00, with a one-hour unpaid break each day.
- The second option consists of one weekday evening shift from 15:00 to 20:00, along with 5.5 hours on both Saturday and Sunday, scheduled anytime between 07:00 and 17:00.
The contact centre operates 365 days a year, so there may occasionally be weekend or bank holiday work, which is always arranged based on preference where possible and with appropriate notice provided.
Responsibilities
- Being the first point of contact for inbound calls to Public Sector Prisons across England and Wales.
- Providing accurate information using internal databases and transferring calls where needed.
- Handling calls relating to MOJ, HM Prison and Probation Service Public Enquiries and the Gold Command national incident line.
- Delivering excellent customer service on every call.
- Using internal systems to respond accurately or escalate queries.
- Supporting service improvements and working as part of a strong team during peak call times.
What you’ll bring / Qualifications
- Strong communication and conversational skills.
- The ability to stay calm, empathetic and professional during emotive or fast-paced calls.
- Basic computer and keyboard skills.
- A positive attitude with a desire to help customers.
- Confidence working both independently and as part of a team.
- Willingness to learn new systems and adapt to changing processes.
Preferred experience
- Previous customer service experience.
- Experience in a contact centre environment.
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment details
- Employment Type: Full time, Permanent
- Location: Newport
- Security Clearance Level: SC
- Internal Recruiter: Chloe
- Salary: £10,826.67
Benefits
- 25 days annual leave with the choice to buy additional days
- Health cash plan
- Life assurance
- Pension
About SSCL
SSCL is the market leader in critical business support services for the UK public sector. Operating at size and scale since 2013, SSCL has delivered over £750 million of savings - providing more funds for front line public services. We transform services using digital solutions and innovative technology, developing platforms that enable flexibility to meet the changing needs of our Government, Defence and Police clients. We employ around 3,000 people who sit at the heart of our business strategy. Their passion and connection to our values and our purpose is what sets us apart and puts SSCL in the Top 20 of GPTW large workplaces. ‘Living SSCL’ means we deliver social value within our services and work with our clients and community partners to support programmes such as education and employability initiatives across the UK.
Customer Service Advisor - Part Time Weekends employer: Shared Services Connected Ltd
Contact Detail:
Shared Services Connected Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Part Time Weekends
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on SSCL and its values. This will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be handling emotive calls, it’s crucial to demonstrate your ability to stay calm and empathetic. Role-play with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Show off your adaptability! Be ready to discuss how you've handled fast-paced environments in the past. Share examples of when you’ve had to think on your feet and how you managed to provide excellent customer service under pressure.
✨Tip Number 4
Apply through our website! We want to hear from you directly, so make sure to submit your application online. It’s the best way to ensure your details reach us quickly and efficiently!
We think you need these skills to ace Customer Service Advisor - Part Time Weekends
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us know why you love helping people! Share any experiences that highlight your passion for customer service, especially in challenging situations. We want to see that you care about making a difference.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, especially those that relate to communication and empathy. Remember, we appreciate clarity just as much as you do!
Tailor Your Application: Make sure to customise your application to fit the role of Customer Service Advisor. Highlight relevant experiences from previous jobs or situations where you've demonstrated strong communication skills and the ability to stay calm under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Shared Services Connected Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Advisor role. Familiarise yourself with the responsibilities and the types of calls you might handle. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Given the emotive nature of the calls, it's crucial to convey your ability to communicate compassionately. Prepare examples from your past experiences where you've successfully handled sensitive situations. This will highlight your suitability for the role and your understanding of the importance of empathy in customer service.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, rather than just waiting for your turn to speak. Respond thoughtfully to their questions, which will demonstrate your communication skills and your ability to stay calm under pressure.
✨Prepare Questions to Ask
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you assess if the company is the right fit for you.