Customer Service Advisor

Join us as a Customer Service Advisor and become the first point of contact for customers calling our SSCL Customer Service Hub. You’ll be helping people navigate processes and providing guidance – no processing, just supporting callers with the right information. This is a full‑time hybrid role: you’ll work from home Monday to Wednesday and be in our Newport office Thursday and Friday.

• Answer inbound calls and email queries and meet agreed service levels.
• Gather and log accurate information in client systems.
• Monitor and progress calls and emails to meet contracted service levels.
• Escalate issues to Subject Matter Experts or team leads when needed.
• Provide clear guidance and support to callers throughout their process.

• Strong customer‑facing telephone and call handling skills.
• Ability to communicate clearly and professionally.
• Confidence in using client systems to log and track information.
• Knowledge of IT systems.
• Experience with call management software.

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 United Kingdom.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and What? We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.

We have partnered with Vercida, the UK’s largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.