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- Tasks: Lead and support a contact centre team during critical weekend operations.
- Company: Join SSCL, a market leader in public sector support services.
- Benefits: Enjoy 25 days annual leave, health cash plan, and flexible benefits.
- Why this job: Make a real impact while working remotely on weekends.
- Qualifications: Experience in contact centre leadership and strong people skills required.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 21500 - 27000 £ per year.
Are you a confident and experienced contact centre leader who thrives in changing environments and enjoys making a real impact?
We’re looking for a Weekend Out of Hours Team Leader to lead and support our contact centre team during critical weekend operations at our Prisons Enquiry Centre.
This is a key role where you’ll take ownership of service delivery, make operational decisions independently, and make sure we continue providing an excellent customer experience when it matters most. You’ll be the go-to person for managing performance, supporting the team, and handling any business continuity issues that arise outside normal working hours.
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 pw), and these shifts will typically be worked remotely. This role follows a hybrid working pattern, so most work will be carried out from home, however, there will be office attendance required during training and occasionally on an ad hoc basis at our Newport office.
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\’ll be doing:
- Lead, motivate, and support a team of part-time contact centre advisors during weekend operations.
- Make sure service performance aligns with benchmarks and SLAs, upholding high customer service standards.
- Provide real-time coaching, feedback, and quality monitoring to drive continuous improvement.
- Serve as the point of contact for complex queries, complaints, and incidents.
- Organise our team availability, schedule adherence, and resource allocation.
- Lead all aspects of business continuity processes and incident management during out-of-hours periods.
- Maintain effective communication and handovers with weekday leadership teams.
- Foster a positive team culture passionate about collaboration, accountability, and customer experience.
- Accurately record and report weekend performance and incidents.
- Contribute ideas and feedback to improve weekend operations and customer outcomes.
What you’ll bring:
- Proven experience in a contact centre leadership or team leader role, ideally within customer service or operations.
- Strong people leadership skills with the ability to coach, develop, and monitor team performance.
- Excellent communication, judgement, and decision-making skills, with a calm and confident approach under pressure.
- A history of leading all aspects of service performance and achieving outcomes.
- Confidence in handling Business Continuity Plans (BCP) and escalation processes.
- High level of self-sufficiency and ability to work independently outside standard business hours.
- Strong organisational skills with great attention to detail and problem-solving ability.
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 (20hours pw), Permanent
Location:Newport (Hybrid)
Security Clearance Level:SC
Internal Recruiter:Becky
Salary: £26,972pa ( £14,385 Pro rata)
Benefits: 25 days annual leave with the choice to buy extra days, health cash plan, life assurance, pension, and generous flexible benefits fund
Loved reading about this job and want to know more about us?
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.
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Weekend Out of Hours Team Leader employer: Sopra Steria
Contact Detail:
Sopra Steria Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Weekend Out of Hours Team Leader
✨Tip Number 1
Get to know the company inside out! Research SSCL and understand their values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 3
Prepare for situational questions! As a Weekend Out of Hours Team Leader, you'll need to demonstrate your decision-making skills under pressure. Think of examples from your past experiences where you successfully handled challenges and be ready to share them.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Weekend Out of Hours Team Leader
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your experience in leading teams, especially in a contact centre environment. We want to see how you've motivated and supported your team in the past, so share specific examples that demonstrate your leadership style.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. Use keywords from the listing to show us you understand what we’re looking for and how you fit the bill.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you the perfect fit for this role.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, it helps us keep everything organised!
How to prepare for a job interview at Sopra Steria
✨Know Your Stuff
Make sure you’re familiar with the role and its responsibilities. Brush up on your contact centre leadership experience, especially around service performance and team management. Be ready to share specific examples of how you've handled similar situations in the past.
✨Showcase Your People Skills
As a Weekend Out of Hours Team Leader, you'll need to motivate and support your team. Prepare to discuss your approach to coaching and developing team members. Think of instances where you’ve successfully resolved conflicts or improved team morale.
✨Demonstrate Decision-Making Ability
This role requires quick thinking and sound judgement under pressure. Be prepared to talk about times when you had to make tough decisions independently. Highlight your experience with business continuity plans and how you’ve managed incidents effectively.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest and helps you assess if the job is the right fit for you.
