Job Description

Are you someone who leads with empathy and compassion, even in emotionally charged situations? Do you take pride in supporting others with patience, understanding, and Integrity?


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 Her Majesty's Prison and Probation Service (HMPPS) switchboard--a hybrid 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 12-month fixed-term contract, working full-time at 37 hours per week. While core hours typically fall between 8:00am and 6:00pm, the service operates 7 days a week, 365 days a year, between 7:00am and 8:00pm. As such, you may be scheduled to work weekends, bank holidays, or evening shifts (up to 8:00pm on weekdays). Wherever possible, shift preferences will be considered, and you will be given appropriate notice of any changes to your schedule.


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.

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 37hours pw, 12m Fixed Term Contract

Location: Newport (Hybrid)

Security Clearance Level: willing to undergo SC

Internal Recruiter: Becky

Salary: 24,636pa

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 the sector?

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.