At a Glance
- Tasks: Handle customer calls, resolve enquiries, and provide support with empathy.
- Company: Join a supportive team at SSCL, a leader in public sector services.
- Benefits: Enjoy 25 days leave, health cash plan, life assurance, and flexible working.
- Other info: Hybrid role with great career growth and a friendly team atmosphere.
- Why this job: Make a real difference by helping people and creating positive experiences.
- Qualifications: Strong communication skills and a passion for customer service required.
The predicted salary is between 24960 - 28000 £ per year.
Are you the kind of person who loves helping others and can keep calm even when juggling calls, note taking, and multiple systems all at once? If so… we think you’ll fit right in! We’re looking for a warm, confident and customer‑focused Customer Service Advisor to join our busy but incredibly supportive Overpayments Hub team in Newport. Being truly customer‑focused means more than answering calls—it’s about understanding the person on the other end and showing genuine empathy in every interaction. In this role, you’ll be supporting people, so your ability to listen, reassure and communicate with warmth makes all the difference. We’re looking for someone who genuinely enjoys helping others, takes pride in creating a positive experience, and always strives to leave customers feeling supported and understood. If you have a passion for helping people and a natural ability to put yourself in their shoes, you’ll thrive here. We’re a friendly bunch who work collaboratively, support each other daily, and celebrate wins both big and small. Things move quickly here—no two calls are the same—but you’ll always have guidance, training and experienced colleagues on hand to help you shine.
This role is hybrid, with 3 days remote and 2 set office days each week (Thursday and Friday). It gives you a great balance of home comfort and in‑person team support.
What you will be doing:
- Handling inbound calls as the first point of contact for customers reaching the Overpayments Hub.
- Using your excellent customer service skills to resolve enquiries wherever possible at first point of contact.
- Gathering relevant information, maintaining accurate call logs, and updating SharePoint as you work.
- Making occasional outbound calls to customers to discuss high‑value overpayments and repayment plans.
- Escalating queries to colleagues when needed and following the right processes to achieve positive outcomes.
- Multi‑skilling across the CX Hub to support wider business needs.
What you’ll bring:
- Clear, confident verbal and written communication skills.
- Strong customer‑facing telephone and call‑handling experience.
- A genuine passion for helping people.
- A professional, calm and controlled tone—especially on busy days!
- Logical decision‑making and the ability to follow set processes.
- The ability to multitask across systems whilst maintaining accuracy.
It would be great if you had:
- Experience in a contact centre environment.
- Basic knowledge of HR processes or pay policies.
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 Type: Full-time, Permanent
Location: Newport
Security Clearance Level: SC
Salary: £26,298
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension scheme. Although this role is advertised as full‑time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Customer Service Advisor - Call Handler in Newport employer: Shared Services Connected Ltd
Shared Services Connected Ltd is an excellent employer, offering a supportive work culture where teamwork and resilience are valued. Located in Newport, employees benefit from 25 days of annual leave and flexible work arrangements, fostering a healthy work-life balance while engaging in meaningful work that contributes to the justice system. With a focus on employee growth and development, this role provides a unique opportunity to make a significant impact in data protection compliance.
Contact Details:
Shared Services Connected Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Call Handler in Newport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Shared Services Connected Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Shared Services Connected Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Call Handler in Newport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Shared Services Connected Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Shared Services Connected Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Shared Services Connected Ltd!
How to prepare for a job interview at Shared Services Connected Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
