Weekend Out of Hours Team Leader

Are you a confident, resilient leader who thrives working independently and loves having full ownership over service delivery? We’re looking for a Weekend Out of Hours Team Leader to take charge of our Prisons Enquiry Centre’s weekend operations. You’ll be working remotely, leading a small team of part‑time advisors, and running the service single‑handedly during a critical out‑of‑hours period. This is a role where you’ll need to be self‑sufficient, confident in decision‑making, and able to hold others accountable—all while providing an excellent customer experience.

The centre operates 365 days a year (Yes, that includes Christmas day!). The working hours for this role are Saturday and Sunday, 7am to 5pm (20hours per week), and these shifts will typically be worked remotely.

This role is home‑based, with Thursday and Friday working during the training period, moving to weekend‑only work once training is completed. Occasional travel to our Newport office may be required on an ad hoc basis.

If you’re someone who’s proactive, people‑focused, and ready to step up when others are offline, we’d love to hear from you.

What you will be doing:

• Leading and supporting a team of part‑time advisors during weekend operations.
• Running the service independently and making key operational decisions.
• Managing performance, service levels, and customer experience standards.
• Acting as the escalation point for complex queries, incidents, and complaints.
• Overseeing resource allocation, schedule adherence, and team accountability.
• Managing business continuity and incident processes during out‑of‑hours periods.

What you’ll bring:

• Proven contact centre leadership experience.
• Strong communication and confident decision‑making under pressure.
• The ability to work independently and run a service without onsite support.
• Experience coaching, developing, and holding team members accountable.
• Strong organisational and problem‑solving skills.
• Experience managing business continuity or escalation processes.

It would be great if you had:

• Experience working in an out‑of‑hours or standalone leadership role.
• Background in customer service within a complex or sensitive 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 Type: Part‑time, Permanent – Weekends, 20 hours per week.

Location: Newport

Security Clearance Level: SC

Internal Recruiter: Chloe

Salary: £26,972pa (£14,385 Pro rata)

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension.

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.

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.