At a Glance
- Tasks: Lead a part-time team and manage weekend operations independently.
- Company: Join SSCL, a leader in public sector support services.
- Benefits: Enjoy 25 days annual leave, health cash plan, and pension.
- Other info: Be part of a passionate team transforming public services.
- Why this job: Make a real impact while working remotely on weekends.
- Qualifications: Leadership experience in contact centres and strong decision-making skills.
The predicted salary is between 26972 - 26972 £ per year.
Are you a confident, resilient leader who thrives working independently and loves having full ownership over service delivery? We are looking for a Weekend Out of Hours Team Leader to take charge of our Prisons Enquiry Centres weekend operations. You will 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 will 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 (20 hours 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
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.
Weekend Out Of Hours Team Leader in Newport-On-Tay employer: SSCL
SSCL is an exceptional employer, offering a supportive and flexible work culture that empowers employees to take ownership of their roles. As a Weekend Out Of Hours Team Leader, you'll enjoy the benefits of remote working while leading a dedicated team, with opportunities for personal growth and development in a company that values social impact and community engagement. With competitive benefits including generous annual leave and a health cash plan, SSCL is committed to fostering a rewarding and meaningful work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Weekend Out Of Hours Team Leader in Newport-On-Tay
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SSCL. 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 SSCL 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 Weekend Out Of Hours Team Leader in Newport-On-Tay
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 SSCL:Your cover letter is your chance to shine! Tell us why you want to work at SSCL 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 SSCL!
How to prepare for a job interview at SSCL
✨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.
