Customer Service Advisor - HR

Sopra Steria Limited; United States; Hybrid; USD 31,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Life assurance

Pension

Job summary

SSCL is recruiting a Customer Service Advisor to join our friendly, fast-paced team supporting key public sector clients. You’ll handle inbound calls, emails and live chats, logging details in our SOP system and ensuring clear, timely communication.

The role is hybrid: home Mon-Wed, office Thu-Fri in Newport, with rotating hours during payroll peaks. You will build HR and customer service skills while supporting multiple clients and navigating busy periods.

Qualifications

• Experience in a customer service role.
• Strong verbal and written communication skills.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Confidence using systems and handling a variety of customer queries.
• A positive, flexible approach with a strong customer-first mindset.

Responsibilities

• Handling inbound calls, emails and live chats to support public sector employees with HR and payroll-related queries.
• Accurately logging and updating query details using our internal SOP system.
• Providing clear, professional and timely communication to resolve customer queries effectively.
• Supporting several public sector clients.
• Managing busy periods, particularly around payroll cycles and month-end demand.
• Escalating complex queries to Team Leaders or Subject Matter Experts where required.

Skills

Customer service

Communication

Attention to detail

Multitasking

Systems proficiency

Customer-focused

Job description

Looking for a role where every conversation makes a real difference and no two days are the same? We are recruiting a Customer Service Advisor to join our friendly, fast-paced team supporting key public sector clients. You'll be part of a large collaborative team who take pride in delivering excellent service through inbound calls, emails and live chats. It's a supportive environment where knowledge is shared, success is celebrated, and you'll quickly build confidence while developing valuable HR and customer service skills. This is a hybrid role, with Monday to Wednesday working from home and Thursday and Friday based in our Newport office. Working hours are on a 2-week rotation: Week 1: 8:00am - 4:30pm. Week 2: 9:30am - 6:00pm.

What you will be doing

• Handling inbound calls, emails and live chats to support public sector employees with HR and payroll-related queries.
• Accurately logging and updating query details using our internal SOP system.
• Providing clear, professional and timely communication to resolve customer queries effectively.
• Supporting several public sector clients.
• Managing busy periods, particularly around payroll cycles and month-end demand.
• Escalating complex queries to Team Leaders or Subject Matter Experts where required.

What you'll bring

• Experience in a customer service role.
• Strong verbal and written communication skills.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Confidence using systems and handling a variety of customer queries.
• A positive, flexible approach with a strong customer-first mindset.

It would be great if you had

• Experience handling HR or payroll-related queries.

Employment Type: Full-time, Permanent
Location: Newport
Security Clearance Level: SC
Internal Recruiter: Chloe
Salary: £26,298.00 per annum

Benefits:

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

We support different ways of working and can offer a range of flexible working arrangements.

SSCL 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 puts SSCL in 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 programmes such as education and employability initiatives across the UK.