Inbound Call Centre Operative

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.