Hybrid Call Handler: Customer Experience & Support

Sopra Steria Limited; United States; Hybrid; USD 33,000 - 41,000; Full time

Benefits offered by this job

25 days annual leave

Life assurance 4 x death in service

Pension

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Call handling

Ticketing systems

Multitasking

Communication

Tools

STARS service desk

Job description

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.