Customer Service Advisor

One Cost; Newport; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading services provider is seeking a passionate Customer Service Advisor in Newport. In this full-time hybrid role, you'll work from home and in the office, answering customer queries and guiding them through processes. Your responsibilities include handling calls and emails, logging information accurately, and providing client support. Ideal candidates will have excellent communication skills and some familiarity with IT systems. Join a company that values diversity and offers benefits like generous annual leave and a health cash plan.

Benefits

25 days annual leave with the option to buy more

Health cash plan

Life assurance

Pension

Generous flexible benefits fund

Qualifications

• Experience in a customer service role preferred.
• Strong communication and interpersonal skills required.

Responsibilities

• Answer inbound calls and email queries within agreed service levels.
• Log accurate information on client systems.
• Progress calls and emails to meet contracted service levels.
• Provide clear guidance and support to callers.

Skills

Strong customer-facing telephone skills

Clear and professional communication

Confidence using client systems

Tools

Call management software

Knowledge of IT systems

Job description

Looking for a role where you can make a real difference to customers every day?

Join us as a Customer Service Advisor and become the first point of contact for customers calling our SSCL Customer Service Hub. You’ll be helping people navigate processes and providing guidance no processing, just supporting callers with the right information.

This is a full-time hybrid role, so you’ll work from home Monday to Wednesday and be in our Newport office Thursday and Friday.

What You’ll Be Doing

• Answering inbound calls and email queries within agreed service levels.
• Gathering and logging accurate information on client systems.
• Monitoring and progressing calls and emails to meet contracted service levels.
• Escalating issues to Subject Matter Experts or team leads when needed.
• Providing clear guidance and support to callers throughout their process.

What You’ll Bring

• Strong customer-facing telephone and call handling skills.
• Ability to communicate clearly and professionally.
• Confidence in using client systems to log and track information.

It Would Be Great If You Had

• Knowledge of IT systems.
• Experience with call management software.

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, Permanent.

Location: Hybrid Newport.

Security Clearance Level: BPSS.

Internal Recruiter: Becky.

Salary: £24,636.

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund.

Loved reading about this job and want to know more about us?

Shared Services Connected Ltd (SSCL), part of the Sopra Steria UK Family, 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 recognises SSCL as one of Great Place To Work UK’s best workplaces. 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.

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.

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.