Call Handler

Do you enjoy helping people and want to build your confidence in a fast-paced, supportive environment? If you’re looking for a role where you can develop your customer service skills and be part of a collaborative team, this could be the opportunity for you.

You’ll be joining Shared Services Connected Ltd (SSCL) as a Call Handler within our Customer Experience team, supporting a range of Government clients. Acting as the first point of contact for customers, you’ll play an important role in delivering a high-quality service and ensuring queries are resolved effectively.

You’ll work closely with your team, which includes Team Leaders and colleagues in a supportive and engaging environment where knowledge is shared and achievements are recognised. With regular team activities – from wellbeing initiatives to volunteering events – you’ll be part of a team that values connection, development and having fun at work.

This is a hybrid role based in Newport, with Thursdays and Fridays in the office and the rest of the week working remotely.

What you'll be doing:

• Handling incoming calls as the first point of contact, responding to customer queries within agreed service levels.
• Recording accurate information in the STARS service desk system to support effective case management.
• Monitoring and progressing support tickets to meet contractual service level agreements.
• Managing multiple queries in a fast-paced environment while maintaining quality standards.
• Escalating complex issues to the Technical Coordinator or appropriate teams when required.
• Providing occasional out-of-hours support on a call-duty basis where needed.

What you’ll bring:

• Experience in a customer-focused role such as contact centre, retail or hospitality.
• Confidence handling customer queries via phone, email or digital channels.
• Strong organisational skills with the ability to manage multiple tasks effectively.
• Attention to detail when recording and managing information accurately.
• Ability to work in a fast-paced environment while maintaining quality standards.
• Confidence using systems to track and resolve customer queries.

It would be great if you had:

• Knowledge of IT systems or service desk environments.
• Experience using call management or ticketing software.

If you’re 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 (hybrid working).

Security Clearance Level: SC.

Internal Recruiter: Kayleigh.

Salary: £27,088.06.

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and 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?

Shared Services Connected Ltd (SSCL), part of the Sopra Steria UK Family, 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 £950 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 recognises SSCL as one of Great Place To Work® UK’s best workplaces. 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.

Come join us!