Customer Service Advisor

Sopra Steria Limited; EE. UU.; Híbrido; USD 33.000 - 41.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Life assurance 4 x death in service

Pension

Descripción de la vacante

Shared Services Connected Ltd (SSCL) in Newport is seeking a Call Handler to join the Customer Experience team. You will be the first point of contact for customers, handling calls, recording information, and progressing tickets to meet contractual service levels.

This hybrid role requires in-office presence on Thursdays and Fridays with remote work other days. Salary is £27,781 per year, with benefits including 25 days leave, life assurance, and a pension.

Formación

• Experience in a customer-focused role such as contact centre, retail or hospitality.
• Confidence handling customer queries via phone, email or digital channels.
• Strong organisational skills with the ability to manage multiple tasks effectively.
• Attention to detail when recording and managing information accurately.
• Ability to work in a fast-paced environment while maintaining quality standards.
• Confidence using systems to track and resolve customer queries.

Responsabilidades

• Handle incoming calls as the first point of contact and respond within service levels.
• Record accurate information in the STARS service desk system to support case management.
• Monitor and progress support tickets to meet SLAs.
• Manage multiple queries in a fast-paced environment while maintaining quality.
• Escalate complex issues to the appropriate teams when required.
• Provide occasional out-of-hours support on a call-duty basis where needed.

Conocimientos

Customer service

Call handling

Ticketing systems

Multitasking

Communication

Herramientas

STARS service desk

Descripción del empleo

Do you enjoy helping people and want to build your confidence in a fast-paced, supportive environment? If you're looking for a role where you can develop your customer service skills and be part of a collaborative team, this could be the opportunity for you. You'll be joining Shared Services Connected Ltd (SSCL) as a Call Handler within our Customer Experience team, supporting a range of Government clients. Acting as the first point of contact for customers, you'll play an important role in delivering a high-quality service and ensuring queries are resolved effectively. You'll work closely with your team, which includes Team Leaders and colleagues in a supportive and engaging environment where knowledge is shared and achievements are recognised. With regular team activities - from wellbeing initiatives to volunteering events - you'll be part of a team that values connection, development and having fun at work. This is a hybrid role based in Newport, with Thursdays and Fridays in the office and the rest of the week working remotely.

What you'll be doing

• Handling incoming calls as the first point of contact, responding to customer queries within agreed service levels.
• Recording accurate information in the STARS service desk system to support effective case management.
• Monitoring and progressing support tickets to meet contractual service level agreements.
• Managing multiple queries in a fast-paced environment while maintaining quality standards.
• Escalating complex issues to the Technical Coordinator or appropriate teams when required.
• Providing occasional out-of-hours support on a call-duty basis where needed.

What you'll bring

• Experience in a customer-focused role such as contact centre, retail or hospitality.
• Confidence handling customer queries via phone, email or digital channels.
• Strong organisational skills with the ability to manage multiple tasks effectively.
• Attention to detail when recording and managing information accurately.
• Ability to work in a fast-paced environment while maintaining quality standards.
• Confidence using systems to track 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.

Benefits

• 25 days annual leave with the choice to buy additional days
• life assurance 4 x death in service
• pension

Employment Type: Full-time, Permanent.

Location: Newport (hybrid working).

Security Clearance Level: SC.

Salary: £27781.00.

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. They are passionate and connected to our values and our purpose. SSCL is recognised 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.