Are you looking for a rewarding customer service role where no two calls are ever the same? We're looking for a Customer Service Advisor to join our fast‑paced Customer Contact Centre team in Newport. You'll be part of a supportive, friendly group who take pride in delivering calm, professional and empathetic support to callers from across England and Wales. The work is varied, meaningful and fast‑moving - and you'll be working with people who care about getting things right. You'll be speaking to a variety of callers - from family members of prisoners to probation workers - providing information, reassurance and clear signposting. Many calls can be emotive, and the ability to communicate clearly and compassionately is key. If you have a passion for helping people and thrive in a busy environment, you'll fit right in with us. SSCL is a growing organisation with great opportunities for progression and development. The working pattern is based on a 37.5‑hour week, delivered across four longer working days and one rotating non‑working day (NWD). Each working day is 9.25 hours with 1 hour and 15 minutes of unpaid breaks. Shifts operate on a rotating pattern, with start and finish times of either 7:00am-5:40pm, 8:00am-6:40pm, or 9:25am-8:00pm. The non‑working day rotates weekly, supporting a four‑day working week structure. In addition, staff work one weekend per month, which is balanced with the preceding Friday and following Monday as non‑working days, providing a long weekend once a month. The contact centre operates 365 days a year, so there may occasionally be weekend or bank holiday work. The office location is Newport, the role operates on a hybrid basis, with Thursday and Friday as fixed office days. What you'll be doing: Being the first point of contact for inbound calls to Public Sector Prisons across England and Wales. Providing accurate information using internal databases and transferring calls where needed. Handling calls relating to MOJ, HM Prison and Probation Service Public Enquiries and the Gold Command national incident line. Delivering excellent customer service on every call. Using internal systems to respond accurately or escalate queries. Supporting service improvements and working as part of a strong team during peak call times. What you'll bring: Strong communication and conversational skills. The ability to stay calm, empathetic and professional during emotive or fast‑paced calls. Basic computer and keyboard skills. A positive attitude with a desire to help customers. Confidence working both independently and as part of a team. Willingness to learn new systems and adapt to changing processes. It would be great if you had: Previous customer service experience. Experience in a contact centre environment. 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, Permanent Location: Newport Security Clearance Level: SC Internal Recruiter: Chloe Salary: £25,375.08 Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension. Loved reading about this job and want to know more about us? SSCL 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 puts SSCL in the Top 20 of GPTW large workplaces. 'Living SSCL' means 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.