Customer Service Advisor

Looking for a role where you can make a real difference to customers every day? Join us as a Customer Service Advisor and become the first point of contact for customers calling our SSCL CXM Hub. You’ll be helping people navigate processes and providing guidance – no processing, just supporting callers with the right information. This is a hybrid role, so you’ll work from home Monday to Wednesday and be in our Newport office Thursday and Friday. This role operates on a rotating shift pattern, alternating weekly between 8:00am to 4:30pm and 9:30am to 6:00pm. What you’ll be doing: Answering inbound calls and email queries within agreed service levels. Gathering and logging accurate information on client systems. Monitoring and progressing calls and emails to meet contracted service levels. Escalating issues to Subject Matter Experts or team leads when needed. Providing clear guidance and support to callers throughout their process. What you’ll bring: Strong customer-facing telephone and call handling skills. Ability to communicate clearly and professionally. Confidence in using client systems to log and track information. It would be great if you had: Knowledge of IT systems. Experience with call management software. If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you! Employment Type: Full-time, Permanent. Location: Hybrid – Newport. Security Clearance Level: SC. Internal Recruiter: Becky. Salary: £26,298pa Benefits: 25 days annual leave, plus BHols with the option to buy extra days, 4 x death in service life assurance, Health Cash plan, Pension, 3 days paid volunteering, 5 days paid carers leave and an opportunity to opt in for more specific benefits. 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 £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 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.