Customer Service Advisor

Sopra Steria Limited; Newport; Hybrid; GBP 25,000; Full time

Job summary

A leading business support services provider is seeking Customer Service Advisors in Newport. This full-time role involves answering calls and providing excellent service to the Ministry of Justice and His Majesty’s Prison and Probation Service. Training is provided, and the ideal candidates should possess great conversational skills, emotional resilience, and a professional manner. Benefits include 25 days of annual leave and a health cash plan. Shift patterns are rotational with hybrid working options.

Benefits

25 days annual leave

Health cash plan

Life assurance

Pension scheme

Flexible benefits fund

Qualifications

• Great conversational skills.
• Good computer skills.
• Ability to stay calm and empathetic under pressure.
• Professional telephone manner and excellent listening skills.

Responsibilities

• Answer all incoming calls.
• Provide accurate and timely responses to queries.
• Maintain excellent customer service on every call.
• Contribute to process and service improvements.
• Work effectively as part of a team.
• Proactively resolve queries quickly and accurately.

Skills

Conversational skills

Computer skills

Emotional resilience

Professional telephone manner

Listening skills

Job description

Do you naturally approach others with empathy and understanding, even when conversations are challenging? Are you proud of your ability to stay calm, patient, and professional while offering support? We are looking for Customer Service Advisors to join our team in a dynamic, fast‑paced environment supporting the Ministry of Justice and His Majesty’s Prison and Probation Service. No prior experience is necessary – comprehensive training will be provided. What matters most is your ability to remain calm and compassionate under pressure and to handle sensitive conversations with emotional resilience.

Responsibilities

• Answer all incoming calls.
• Use the internal system to provide accurate and timely responses or to appropriately elevate queries.
• Maintain a customer‑focused approach, ensuring excellent service on every call.
• Contribute to process and service improvements through suggestions or implementation.
• Work effectively as part of a strong team, delivering results during peak call volumes.
• Proactively resolve queries quickly and accurately.

What you'll bring

• Great conversational skills.
• Computer skills.
• Emotional resilience.
• Professional telephone manner.
• Excellent listening skills.

It would be great if you had

• Contact centre experience.

Employment Details

• Employment type: Full‑time, 37.5 hours per week (Monday‑Friday).
• Shift pattern: Rotational between 7:00 am and 8:00 pm, with options for 5 × 7.5‑hour shifts or 4 compressed days.
• Location: Newport (Hybrid); onsite two days per week (Thursday and Friday) and the remainder remote.
• Security clearance level: Willing to undergo Security Clearance (SC).
• Internal recruiter: Becky.
• Salary: £24,636 per annum.

Benefits

25 days annual leave (with the option to purchase additional days), a health cash plan, life assurance, pension scheme, and a generous flexible benefits fund.

About SSCL

SSCL is the market leader in critical business support services for the UK public sector. Operating at 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. Our passion and commitment to our values and purpose place SSCL among 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 educational and employability initiatives across the UK.