Are you the kind of person who loves helping others and can
keep calm even when juggling calls, note taking, and multiple systems all at
once? If so… we think you'll fit right in
We're looking for a warm, confident and customer-focused
Customer Service Advisor to join our busy but incredibly supportive
Overpayments Hub team in Newport.
Being truly customer‑focused means more than answering
calls—it's about understanding the person on the other end and showing genuine
empathy in every interaction. In this role, you'll be supporting people, so
your ability to listen, reassure and communicate with warmth makes all the
difference. We're looking for someone who genuinely enjoys helping others,
takes pride in creating a positive experience, and always strives to leave
customers feeling supported and understood. If you have a passion for helping
people and a natural ability to put yourself in their shoes, you'll thrive
here.
We're a friendly bunch who work collaboratively, support
each other daily, and celebrate wins both big and small. Things move quickly
here—no two calls are the same—but you'll always have guidance, training and
experienced colleagues on hand to help you shine.
This role is hybrid, with 3 days remote and 2 set office
days each week (Thursday and Friday). It gives you a great balance of home
comfort and in‑person team support.
What you will be doing:
* Handling
inbound calls as the first point of contact for customers reaching the
Overpayments Hub.
* Using
your excellent customer service skills to resolve enquiries wherever
possible at first point of contact.
* Gathering
relevant information, maintaining accurate call logs, and updating
SharePoint as you work.
* Making
occasional outbound calls to customers to discuss high-value overpayments
and repayment plans.
* Escalating
queries to colleagues when needed and following the right processes to
achieve positive outcomes.
* Multi-skilling
across the CX Hub to support wider business needs.
What you'll bring:
* Clear,
confident verbal and written communication skills.
* Strong
customer‑facing telephone and call‑handling experience.
* A
genuine passion for helping people.
* A
professional, calm and controlled tone—especially on busy days
* Logical
decision‑making and the ability to follow set processes.
* The
ability to multitask across systems whilst maintaining accuracy.
It would be great if you had:
* Experience
in a contact centre environment.
* Basic
knowledge of HR processes or pay policies.
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: £25,375.00 per annum
Benefits: 25 days annual leave with the choice
to buy additional days, health cash plan, life assurance, pension.
Although this role is advertised as full-time, we believe
that flexibility at work can promote work/life balance, increase your
motivation, reduce stress and improves performance and productivity. We support
different ways of working and can offer a range of flexible working
arrangements. So, if you're interested and need to work flexibly, we encourage
you to apply and talk to us about what might be possible.
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.