Customer Service Advisor - Call Handler

JOB DESCRIPTION

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: £26,298
Benefits:  25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension scheme.

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.