Customer Service Advisor

Are you someone who leads with empathy and compassion, evenin emotionally charged situations? Do you take pride in supporting others withpatience, understanding, and Integrity? We're currently looking for Customer Service Advisors tojoin our team in a dynamic and fast-paced environment. In this role, you'll behandling inbound calls to the Ministry of Justice (MOJ) and Her Majesty'sPrison and Probation Service (HMPPS) switchboard-a hybrid service supportinggovernment-run prisons across England and Wales. No prior experience is necessary, as full training will beprovided. What matters most is your ability to remain calm and compassionateunder pressure. We're looking for individuals who bring emotional resilience,empathy, and a genuine desire to support others through sometimes sensitive andchallenging conversations. This is a 12-month fixed-term contract, working full-time at37 hours per week. While core hours typically fall between 8:00am and 6:00pm,the service operates 7 days a week, 365 days a year, between 7:00am and 8:00pm.As such, you may be scheduled to work weekends, bank holidays, or eveningshifts (up to 8:00pm on weekdays). Whereverpossible, shift preferences will be considered, and you will be givenappropriate notice of any changes to your schedule. You'll be based onsite in Newport two days per week(Thursday and Friday), with the remaining days worked from home. When workingremotely, we expect the same level of focus and conduct as in the office-freefrom distractions and always ready to take your next call. What you will be doing: Answering all incoming calls. Using the internal system to provide an accurate and timely response, or escalating queries where applicable. Being customer focused at all times ensuring that excellent customer service is provided on all calls. Being a part of process and service improvements whether through suggestion or implementation. Working as part of a strong team, delivering results during peak times where calls are peaking. Being proactive in resolving queries both accurately and quickly. What you'll bring: Great conversational skills. Computer skills. Emotional resilience. Professional telephone manner. Great listening skills. It would be great if you had: Contact centre experience. If you are interested in this role but not sure if yourskills and experience are exactly what we're looking for, please do apply, we'dlove to hear from you! Employment Type: Full-time 37hours pw, 12m FixedTerm Contract Location: Newport (Hybrid) Security Clearance Level: willing to undergo SC Internal Recruiter: Becky Salary: £24,636pa Benefits: 25 days annual leave with the choiceto buy extra days, health cash plan, life assurance, pension, and generousflexible benefits fund Loved reading about this job and want to know more aboutthe sector? SSCL is the market leader in critical business supportservices for the UK public sector. Operating at size and scale since 2013, SSCLhas delivered over £750 million of savings - providing more funds for frontline public services. We transform services using digital solutions andinnovative technology, developing platforms that enable flexibility to meet thechanging 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 usapart and puts SSCL in the Top 20 of GPTW large workplaces. 'Living SSCL' meanswe deliver social value within our services and work with our clients andcommunity partners to support programmes such as education and employabilityinitiatives across the UK.

Location: Newport, GB

Posted Date: 8/3/2025