Inbound Call Centre Operative

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.

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: 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.

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 £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.

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 identities. 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.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.