Customer Service (Call Handler)

Shared Services Connected Ltd; Newport; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Life assurance

Pension

Job summary

Shared Services Connected Ltd (SSCL) is seeking a Call Handler to join our Customer Experience team in Newport. You will be the first point of contact for customers contacting our helpdesk, resolving queries and ensuring they receive the support they need.

This hybrid role requires you to be in the Newport office on Thursdays and Fridays, with the rest of the week working remotely. We offer ongoing learning opportunities, professional courses, and a supportive team that values development and

Qualifications

• Experience in a customer-focused environment such as a contact centre, retail, hospitality or similar setting.
• Excellent communication skills with confidence handling customer queries by phone, email or digital channels.
• Strong organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Excellent attention to detail when recording and managing information.
• The ability to remain calm and professional in a fast-paced environment.
• Confidence using systems and technology to track, manage and resolve customer queries.

Responsibilities

• Handling incoming calls and acting as the first point of contact for customer queries.
• Recording accurate information on internal systems to support effective case management.
• Monitoring and progressing support tickets to meet agreed service levels and contractual requirements.
• Managing multiple customer queries while maintaining high standards of service and accuracy.
• Escalating complex issues to the appropriate teams when required.
• Supporting service improvements and providing occasional out-of-hours support on a call-duty basis.

Skills

Customer focus

Communication skills

Organisational skills

Attention to detail

Calm under pressure

Tech proficiency

Tools

Call management software

Ticketing software

Job description

Do you enjoy helping people, solving problems and being part of a supportive team where no two days are the same?

If you're looking for an opportunity to build your customer service skills, develop your career and make a real difference to customers, we'd love to hear from you.

You'll be joining us as a Call Handler within our Customer Experience team, supporting a range of Government clients. As the first point of contact for customers contacting our helpdesk, you'll play a key role in delivering an excellent service, resolving queries and ensuring customers receive the support they need. Working alongside Team Leaders and experienced colleagues, you'll be part of a collaborative and welcoming team that prides itself on knowledge sharing, recognition and continuous improvement.

This is a hybrid role based in Newport. You'll work from the office on Thursdays and Fridays, with the remainder of the week working remotely. You'll join a team that values engagement, wellbeing and development, with regular social activities, volunteering opportunities and initiatives that bring colleagues together. From team challenges and charity events to wellbeing campaigns and celebrations throughout the year, there's always something happening.

We actively encourage career development and offer a range of learning opportunities, including professional courses, Yellow Belt training and management development programmes, helping you build your skills and progress your career.

What you'll be doing:

• Handling incoming calls and acting as the first point of contact for customer queries.
• Recording accurate information on internal systems to support effective case management.
• Monitoring and progressing support tickets to meet agreed service levels and contractual requirements.
• Managing multiple customer queries while maintaining high standards of service and accuracy.
• Escalating complex issues to the appropriate teams when required.
• Supporting service improvements and providing occasional out-of-hours support on a call-duty basis.

What you'll bring:

• Experience in a customer-focused environment such as a contact centre, retail, hospitality or similar setting.
• Excellent communication skills with confidence handling customer queries by phone, email or digital channels.
• Strong organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Excellent attention to detail when recording and managing information.
• The ability to remain calm and professional in a fast-paced environment.
• Confidence using systems and technology to track, manage and resolve customer queries.

It would be great if you had:

• Knowledge of IT systems or service desk environments.
• Experience using call management or ticketing software.

Employment Type:

Full-time, Permanent

Location:

Newport

Security Clearance Level:

SC

Internal Recruiter:

Chloe

Salary:

£26,298 per annum

Benefits:

25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension

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 £950 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