Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values?
At Sopra Steria, we’re looking for Customer Experience Specialists to join our Private Sector team, supporting one of our major financial services clients. If you enjoy helping people, solving problems, and working in a fast-paced environment, this could be the ideal next step in your career.
This permanent role gives you the opportunity to grow your skills within a Great Place to Work® Certified organisation, supported by training, coaching, and a team that genuinely wants you to succeed.
What you need to know:
1. This is a permanent role, based at our Durham hub.
2. The service operates Monday to Sunday, from 8am to 8pm on weekdays and 8am to 6pm on weekends. We offer multiple shift options to help you complete your full-time hours. Weekend work is part of the role, but you will not be scheduled every weekend.
3. You’ll receive an initial 4-week training programme (Monday to Friday, 9:00am–5:00pm), blending classroom learning with job shadowing so you feel fully supported.
4. You’ll be joining a team where wellbeing, respect, and personal growth are genuinely valued.
Career development is encouraged, with a clear pathway to grow within Sopra Steria.
What you’ll be doing:
With ongoing training and support, you’ll quickly find yourself involved in a variety of customer-centric tasks, including:
5. Handling incoming calls and identifying customer needs with empathy and accuracy.
6. Resolving queries clearly, professionally, and in line with quality assurance standards.
7. Managing complaints in a supportive and solution-focused way.
8. Following compliance, legal, and regulatory requirements.
9. Being an active part of a team that values collaboration, respect, and wellbeing.
10. You’ll be working at the heart of a contact centre environment, where every interaction matters and where you can genuinely make a difference to customers.
What you’ll bring:
11. No specific qualifications are required — we’ll provide the training. The qualities and skills that will help you succeed in this role include:
12. Customer-focused: committed to helping people and delivering excellent service.
13. Inquisitive: naturally curious, willing to ask questions, and eager to learn.
14. Confident communicator: able to explain information concisely, professionally, and clearly.
15. Problem-solving: able to assess situations, identify the right solution, and follow procedures accurately.
16. Keen to develop: motivated to learn, grow, and continually improve your skills.
If this sounds like you, we’d love to hear from you — even if you’re not sure you meet every requirement.
Location: Durham
Security Clearance: BPSS
Salary: Up to £25,212
Benefits: 25 days annual leave, health cash plan, life assurance and pension
Internal Recruiter: Katie
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.