Customer Service Advisor

1 week ago


Newport, United Kingdom Shared Services Connected Ltd Full time

Do you naturally approach others with empathy and understanding, even when conversations are challenging? Are you proud of your ability to stay calm, patient, and professional while offering support?We’re currently looking for Customer Service Advisors to join our team in a dynamic and fast-paced environment. In this role, you’ll be handling inbound calls to the Ministry of Justice (MOJ) and His Majesty’s Prison and Probation Service (HMPPS) switchboard—a vital service supporting government-run prisons across England and Wales.No prior experience is necessary, as full training will be provided. What matters most is your ability to remain calm and compassionate under pressure. We’re looking for individuals who bring emotional resilience, empathy, and a genuine desire to support others through sometimes sensitive and challenging conversations.This is a full-time position of 37.5 hours per week, Monday to Friday. Shifts are rotational between 7:00am and 8:00pm, and we can accommodate either 5 x 7.5-hour shifts or 4 compressed days. You’ll be based onsite in Newport two days per week (Thursday and Friday), with the remaining days worked from home. When working remotely, we expect the same level of focus and conduct as in the office—free from distractions and always ready to take your next call. What you will be doing Answering all incoming calls. Using the internal system to provide an accurate and timely response, or escalating queries where applicable. Being customer focused at all times ensuring that excellent customer service is provided on all calls. Being a part of process and service improvements whether through suggestion or implementation. Working as part of a strong team, delivering results during peak times where calls are peaking. Being proactive in resolving queries both accurately and quickly. What you\'ll bring Great conversational skills. Computer skills. Emotional resilience. Professional telephone manner. Great listening skills. It would be great if you had Contact centre experience. Employment details Location: Newport (Hybrid) Employment Type: Full-time 37.5 hours per week, permanent Security Clearance Level: willing to undergo SC Salary: £24,636 per year Benefits: 25 days annual leave with the option to buy extra days, health cash plan, life assurance, pension, and a flexible benefits fund #J-18808-Ljbffr



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