Weekend Out of Hours Team Leader

Are you a confident and experienced contact centre leader who thrives in changing environments and enjoys making a real impact?

We're looking for a Weekend Out of Hours Team Leader to lead and support our contact centre team during critical weekend operations at our Prisons Enquiry Centre.

This is a key role where you'll take ownership of service delivery, make operational decisions independently, and make sure we continue providing an excellent customer experience when it matters most. You'll be the go-to person for managing performance, supporting the team, and handling any business continuity issues that arise outside normal working hours.

The centre operates 365 days a year (Yes, that includes Christmas day) The working hours for this role are Saturday and Sunday, 7am to 5pm (20hours pw), and these shifts will typically be worked remotely. This role follows a hybrid working pattern, so most work will be carried out from home, however, there will be office attendance required during training and occasionally on an ad hoc basis at our Newport office.

If you're someone who's proactive, people-focused, and ready to step up when others are offline, we'd love to hear from you.

What you'll be doing:

• Lead, motivate, and support a team of part-time contact centre advisors during weekend operations.
• Make sure service performance aligns with benchmarks and SLAs, upholding high customer service standards.
• Provide real-time coaching, feedback, and quality monitoring to drive continuous improvement.
• Serve as the point of contact for complex queries, complaints, and incidents.
• Organise our team availability, schedule adherence, and resource allocation.
• Lead all aspects of business continuity processes and incident management during out-of-hours periods.
• Maintain effective communication and handovers with weekday leadership teams.
• Foster a positive team culture passionate about collaboration, accountability, and customer experience.
• Accurately record and report weekend performance and incidents.
• Contribute ideas and feedback to improve weekend operations and customer outcomes.

What you'll bring:

• Proven experience in a contact centre leadership or team leader role, ideally within customer service or operations.
• Strong people leadership skills with the ability to coach, develop, and monitor team performance.
• Excellent communication, judgement, and decision-making skills, with a calm and confident approach under pressure.
• A history of leading all aspects of service performance and achieving outcomes.
• Confidence in handling Business Continuity Plans (BCP) and escalation processes.
• High level of self-sufficiency and ability to work independently outside standard business hours.
• Strong organisational skills with great attention to detail and problem-solving ability.

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 (20hours pw), Permanent

Location: Newport (Hybrid)

Security Clearance Level: SC

Internal Recruiter: Becky

Salary: £26,972pa ( £14,385 Pro rata)

Benefits: 25 days annual leave with the choice to buy extra days, health cash plan, life assurance, pension, and generous flexible benefits fund

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.