Inbound Call Centre Operative

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

Shared Services Connected Ltd (SSCL) within the Sopra Steria UK family is seeking a Customer Service Contact Centre Advisor in Newport. You will handle a high volume of inbound calls, build rapport with diverse callers, and direct enquiries to the right service while maintaining professionalism in sensitive cases.

The role requires resilience, empathy and strong communication, with hybrid work attendance in the office on Thursdays and Fridays and homeworking on other days.

Qualifications

• Previous experience in a customer service or customer-facing role.
• Strong communication skills and confidence speaking with a wide range of people.
• The ability to remain calm and professional when handling difficult or emotive calls.
• Good IT skills and confidence using multiple systems and applications.
• Excellent listening skills and attention to detail.
• Resilience and emotional maturity to manage sensitive conversations and maintain professionalism under pressure.
• The ability to work effectively in a fast-paced, high-volume contact centre environment.

Responsibilities

• Managing enquiries efficiently and directing callers to the appropriate service or support.
• Building rapport with customers while maintaining professionalism in sensitive or emotive situations.
• Using internal systems to accurately record information and update customer interactions.
• Collaborating with colleagues to deliver an effective and responsive contact centre service.
• Managing a high volume of inbound calls, including sensitive and emotive enquiries, with professionalism, empathy and resilience

Skills

Customer service

Communication

Calm under pressure

IT skills

Active listening

Resilience

Fast-paced environment

Tools

CRM systems

Job description

Are you someone who thrives in a fast-paced environment, enjoys helping people, and can stay calm and professional when handling challenging conversations? Join our busy and supportive Contact Centre team, providing a vital service that supports HM Prison and Probation Service enquiries across the UK. As part of a team of more than 40 colleagues, you'll be at the heart of a high-volume operation, taking calls from a wide range of individuals including members of the public, health services, solicitors and other stakeholders. No two days are the same. You'll be part of a collaborative team that values resilience, teamwork and excellent customer service. Whether you're resolving enquiries, directing callers to the right support, or handling sensitive conversations professionally, you'll play an important role in delivering a positive customer experience. This is a role for someone who enjoys speaking with people and can remain composed in demanding situations. You'll be handling a high volume of inbound calls, with some days involving more than 100 customer interactions. Many callers may be seeking support or information in challenging circumstances, making resilience, empathy and strong communication skills key to success. You'll need to be comfortable navigating sensitive conversations while maintaining a professional and customer-focused approach at all times. This is a hybrid role based in Newport, with office attendance on Thursdays and Fridays and homeworking for the remainder of the week. The Contact Centre operates 365 days a year, with a rotating shift pattern covering 7:00am to 8:00pm Monday to Friday and 7:00am to 5:00pm on weekends and bank holidays. Full training will be provided to help you succeed in the role. Due to the nature of this position, successful candidates will be required to undergo Security Clearance (SC) checks.

What you'll be doing:

• Managing enquiries efficiently and directing callers to the appropriate service or support.
• Building rapport with customers while maintaining professionalism in sensitive or emotive situations.
• Using internal systems to accurately record information and update customer interactions.
• Collaborating with colleagues to deliver an effective and responsive contact centre service.
• Managing a high volume of inbound calls, including sensitive and emotive enquiries, with professionalism, empathy and resilience

What you'll bring:

• Previous experience in a customer service or customer-facing role.
• Strong communication skills and confidence speaking with a wide range of people.
• The ability to remain calm and professional when handling difficult or emotive calls.
• Good IT skills and confidence using multiple systems and applications.
• Excellent listening skills and attention to detail.
• Resilience and emotional maturity to manage sensitive conversations and maintain professionalism under pressure.
• The ability to work effectively in a fast-paced, high-volume contact centre environment

It would be great if you had:

• Experience working in a contact centre environment.
• Experience handling high-volume customer enquiries.
• Experience working within a fast-paced operational setting.

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, and pension.

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.