At a Glance
- Tasks: Lead a dynamic team in a busy contact centre, ensuring top-notch customer service.
- Company: Join SSCL, a leader in public sector support services with a strong team culture.
- Benefits: Enjoy 25 days annual leave, health cash plan, life assurance, and flexible working options.
- Other info: Flexible working arrangements available to promote work/life balance.
- Why this job: Make a real impact by leading a team and enhancing customer experiences every day.
- Qualifications: Experience in leading teams in fast-paced environments and strong decision-making skills.
The predicted salary is between 26972 - 29000 £ per year.
Are you someone who enjoys leading people, making confident decisions and keeping services running smoothly – even when things get busy or outside standard hours? Join our CXM Hub as a Team Leader and play a key role in the day‑to‑day running of a busy contact centre supporting the Prisons Enquiry Centre. You’ll work alongside a supportive group of Team Leaders and colleagues, where collaboration, accountability and a strong team culture are at the heart of what we do. This is a hands‑on leadership role where you’ll lead a team of around 10 – 14 colleagues, helping them deliver a consistently high standard of customer service in a fast‑paced, 365‑day operation.
You’ll balance people leadership with operational decision‑making and be trusted to work independently when needed, including outside standard hours. If you enjoy motivating others, taking ownership and staying calm under pressure, this could be the role for you. This role is based in Newport with a fixed hybrid working arrangement, offering a balance between office collaboration and home working. Shifts are scheduled between 7am and 8pm on weekdays, and 7am to 5pm on weekends and public holidays, with a fair rota of approximately one in three weekends.
What you’ll be doing:
- Leading the day‑to‑day operation of the Prisons Enquiry Centre, ensuring service levels and customer experience are consistently met.
- Managing, coaching and supporting your team to perform at their best, including quality monitoring and performance conversations.
- Making operational decisions and taking accountability for outcomes, including during out‑of‑hours periods.
- Managing business continuity and supporting incident escalation when required.
- Resolving issues independently to maintain service continuity and minimise disruption.
- Creating a positive and inclusive team environment that supports development and engagement.
What you’ll bring:
- Experience leading and developing people in a fast‑paced contact centre environment.
- Confidence managing your own and team performance against KPIs and delivering consistent results.
- Strong judgement and decision‑making skills, with the ability to remain calm under pressure.
- Experience of business continuity planning and incident management.
- Strong organisational skills with attention to detail and a problem‑solving mindset.
- Flexibility to work within a 365‑day operational schedule including bank and public holidays.
It would be great if you had:
- Experience working in an out‑of‑hours or rotating shift environment.
- A resilient approach and confidence working independently when needed.
- An understanding of the public sector, particularly the Prison Service.
If you’re 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, Fixed Term Contract (6 months)
Location: Newport
Salary: £26,972 – £29,000
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and 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 improve 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 Experience Team Leader in Newport employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Newport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. 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 Sopra Steria 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 Experience Team Leader 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 Sopra Steria:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria 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 Sopra Steria!
How to prepare for a job interview at Sopra Steria
✨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.
