Overview
Do you thrive in a busy office environment where your organisational and coordination skills make a real impact? If you have experience in administrative or customer service roles and enjoy working in a dynamic setting, we'd love to hear from you! 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 (Yes that includes Christmas day!) with shift times between the hours of 07:00am-9:00pm Monday to Sunday on a permanent contract (3 weekends covered during a 10-week period) with a hybrid work pattern, working 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.
* Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
* Identifying and raising 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
* Maintaining effective relationships with our regional providers through consistent communication whether verbal or written
* Working effectively as a team to provide an outstanding service to the end customer
* Working with the wider Contact Centre team to make sure an approach that supports a positive working environment and culture
* Thorough effective questioning, to obtain a clear understanding of the calls being received and accurately entering all information into the system to support our regional teams with their drive for a first-time fix
* Providing 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 & able to develop good working relationships with colleagues & clients
* Able to use initiative & exercise sound judgement.
* Good Microsoft IT and computer skills
Employment details
* 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: £24,636 per annum
* Benefits: 25 days annual leave with the option to buy extra days, health cash plan, life assurance, pension, and generous flexible benefits fund
About SSCL
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.
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