Customer Service Advisor – Part Time Full Time NEW

We’re looking for a Part-Time Customer Service Advisor to join our fast‑paced Customer Contact Centre team in Newport. You’ll be part of a supportive, friendly group who take pride in delivering calm, professional and empathetic support to callers from across England and Wales. The work is varied, meaningful and fast‑moving — and you’ll be working with people who care about getting things right.

You’ll be speaking to a variety of callers — from family members of prisoners to probation workers — providing information, reassurance and clear signposting. Many calls can be emotive, and the ability to communicate clearly and compassionately is key.

If you have a passion for helping people and thrive in a busy environment, you’ll fit right in with us. SSCL is a growing organisation with great opportunities for progression and development.

This part‑time role is worked Monday to Friday from 13:45 to 18:15 (22 hours per week). It operates on a hybrid basis, with Thursday and Friday as fixed office days. While your core hours are set, you’ll need to maintain some flexibility, as shift patterns within the wider team can run between 07:00 and 20:00. The contact centre operates 365 days a year, so there may occasionally be weekend or bank holiday work, which is always arranged based on preference where possible and with appropriate notice provided.

What you’ll be doing:

• Being the first point of contact for inbound calls to Public Sector Prisons across England and Wales.
• Providing accurate information using internal databases and transferring calls where needed.
• Handling calls relating to MOJ, HM Prison and Probation Service Public Enquiries and the Gold Command national incident line.
• Delivering excellent customer service on every call.
• Using internal systems to respond accurately or escalate queries.
• Supporting service improvements and working as part of a strong team during peak call times.

What you’ll bring:

• Strong communication and conversational skills.
• The ability to stay calm, empathetic and professional during emotive or fast‑paced calls.
• Basic computer and keyboard skills.
• A positive attitude with a desire to help customers.
• Confidence working both independently and as part of a team.
• Willingness to learn new systems and adapt to changing processes.

It would be great if you had:

• Previous customer service experience.
• Experience in a contact centre environment.

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: Part-time – 22 hours per week, Permanent

Location: Newport

Security Clearance Level: SC

Internal Recruiter: Chloe

Salary: £14,886.71 per annum (£25,375.08 FTE)

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

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.