Contact Centre Agent - HR

Sopra Steria; Newcastle upon Tyne; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Health Cash plan

Pension

Death in service life assurance

Volunteer days

Carers leave

Job summary

Sopra Steria in Newcastle upon Tyne is seeking a motivated Contact Centre Agent to support HR enquiries within a close-knit 8-person team. You’ll handle calls and emails, helping users navigate MyHR and complete routine HR transactions.

The role offers structured training and coaching, with a hybrid pattern and a 37.5-hour week. It’s a solid foundation for growing an HR career while delivering excellent service.

Qualifications

• Experience in handling inbound calls and emails in a contact centre or HR environment.
• Ability to guide customers through MyHR forms and guidance.
• Willingness to learn and follow standardised processes.

Responsibilities

• Handle inbound calls and email queries in an HR contact centre.
• Support customers to navigate MyHR and forms.
• Resolve queries at first contact and escalate when needed.
• Process routine HR transactions accurately and maintain records.

Skills

Customer service

Communication

Organisation

Attention to detail

Excel basics

Education

CIPD/CIPP interest

Tools

Oracle

Job description

Interested in building a career in HR but looking for an opportunity that gives you practical experience from day one?

Join our HR Operations team as a Contact Centre Agent and play an important role in supporting police officers and police staff with their HR enquiries. Working within a close-knit team of 8, you'll gain exposure to a broad range of HR processes, systems and policies while delivering excellent customer service to every individual you support.

You'll benefit from structured training, regular coaching and a supportive environment where questions are encouraged and development is prioritised. Whether you're bringing contact centre experience or looking to build on existing customer service skills, this role offers an excellent foundation for anyone interested in growing their HR career.

This role is hybrid, with 2 days per week in the Newcastle Office (Quorum Business Park) every Tuesday, plus one flexible day agreed with the team. The contact centre operates between 7am and 6pm, with most shifts falling between 9am-5pm or 10am-6pm. You will work a 37.5 hour week. Scheduled breaks, wrap-around time, and flexibility are built in - taking the time needed to resolve queries properly really matters to us.

What you'll be doing:

• Handling inbound calls and email queries within an HR contact centre environment.
• Supporting customers to navigate MyHR, including forms and guidance.
• Resolving queries at first point of contact and escalating where appropriate.
• Processing routine HR transactions accurately and in line with procedures.
• Maintaining accurate records and updating databases for audit purposes.
• Contributing ideas and identifying opportunities to improve processes and service delivery.

What you'll bring:

• Confidence and professionalism when speaking to customers over the phone.
• A strong focus on delivering high-quality customer service and building rapport.
• Excellent communication and organisational skills.
• Attention to detail and the ability to follow standardised processes.
• Basic Excel skills and confidence using computer systems.
• A positive, flexible, and team-focused approach to work.

It would be great if you had:

• Experience using Oracle-based systems.
• Previous experience in a contact centre, HR, or customer service environment.
• An interest in developing a career within HR, including professional qualifications such as CIPD or CIPP.

Employment Type: Full-time, 12m FTC.

Location: Newcastle (Hybrid).

Security Clearance Level: SC.

Internal Recruiter: Becky.

Salary:£26298pa.

Benefits: 25 days annual leave, plus BHols with the option to buy extra days, 4 x death in service life assurance, Health Cash plan, Pension, 3 days paid volunteering, 5 days paid carers leave and an opportunity to opt in for more specific benefits.

Loved reading about this job and want to know more about the sector?

We're a leading provider in the UK of re-imagined Business Support Services powered by next generation technology. We combine the full power of Sopra Steria's Insight, Technology and Transformation capabilities to deliver positive, meaningful and long-lasting outcomes for our clients. We're the partner of choice for organisations who are looking to tackle the most complex problems with new solutions.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation.

We welcome applications from people with a diverse variety of backgrounds and identities.

We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.

We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application.

We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role.

If you believe this could apply to you, please let us know when completing your application.