Overview
Join to apply for the Customer Service Advisor role at Shared Services Connected Ltd.
SSCL is recruiting a Customer Service Advisor to support one of our government clients. You’ll be the first point of contact for customers—handling incoming calls, emails, and Live Chat queries with confidence and care. You’ll play a vital part in ensuring every customer interaction is handled with empathy, efficiency, and integrity, putting their needs at the forefront and helping to resolve queries quickly and effectively. Your ability to listen, understand, and respond will directly shape the customer experience and reinforce our dedication to excellent service.
The centre operates 365 days a year (including Christmas day) with shift times between 07:00 and 21:00, Monday to Sunday, on a permanent contract (3 weekends covered during a 10-week period) with a hybrid work pattern: three days from home and two days from our Liverpool office.
What you will be doing
* Answer incoming calls and connect with customers through a wide variety of digital communication methods within the time specified by the agreed service levels.
* Manage/maintain customer relationships/expectations at all levels and ensure that customers are informed with accurate and reliable information.
* Identify and raise any concerns that could lead to wide scale customer impact and liaise with internal colleagues across other departments to find appropriate solutions for the end customer.
* Maintain effective relationships with our regional providers through consistent communication, whether verbal or written.
* Work effectively as a team to provide an outstanding service to the end customer.
* Collaborate with the wider Contact Centre team to support a positive working environment and culture.
* Ask thorough, effective questions to obtain a clear understanding of calls and accurately enter information into the system to support regional teams with a first-time fix.
* Provide a single point of contact for all reactive repair related enquiries.
What you’ll bring
* Proven customer service and admin experience.
* Excellent listening, verbal and written communication skills.
* Articulate and able to develop good working relationships with colleagues and clients.
* Able to use initiative and exercise sound judgement.
* Good Microsoft IT and computer skills.
If you are 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 - 37.5 hours per week, Permanent
Location: Liverpool office (Hybrid 2 days per week)
Security Clearance Level: BPSS
Internal Recruiter: Becky
Salary: £24,636pa
Benefits: 25 days annual leave with the option to buy extra days, health cash plan, life assurance, pension, and generous flexible benefits fund
SSCL is the market leader in critical business support services for the UK public sector. We employ around 3,000 people and are committed to Living SSCL values and social value initiatives across the UK.
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