Welcome to Shared Services Connected Ltd

Contact Centre Agent

Roles in this level carry out a range of defined core administrative, operational and/or technical activities within a section or department. They work independently whilst reacting to changing circumstances.

Roles at this level will provide a range of straightforward, routine services often as part of a team engaged in similar activities.

They involve responding to routine queries, issues or circumstances, and referring any unusual or non-routine situations to others.

Key responsibilities:

  • First point of contact for customers when the call for CITB support.
  • Answer incoming calls within the time specified by the agreed service levels.
  • Provide outstanding customer service using various communication methods i.e.: phone, in writing.
  • Manage customer expectations, interact and display professionalism at all times.
  • Ascertain the relevant information and call details to ensure right communication.
  • Adhere to SSCL Newcastle Quality Framework, ensuring Key Performance Indicators are met daily and monthly and accuracy targets are achieved.
  • Take responsibility to ensure continuous improvement in customer service.
  • Manage difficult customers displaying professionalism at all times.
  • Provide clear and concise responses on service on all calls/e-mails without using any departmental jargon.

Essential skills:

  • Confident in processing a high volume of transactions while maintaining high level of accuracy at all times.
  • Ability to use spreadsheet
  • Able to work in a team or other structured environment
APPLY HERE
  • Articulate and able to maintain good relationships with colleagues and clients

Desirable Skills:

  • Numerate
  • Ability to navigate around and understand use of relevant systems e.g. Oracle/SOP Ideally brief (taken from VMP / internal spec)

Reasons why you should apply to us

  • We’re big – really big. With that comes career growth opportunities - we offer excellent training, you’ll join a company where development and progression is actively encouraged and not just something we talk about
  • We have an enviable client list – we work with some of the biggest names out there
  • We ensure our working environment is supportive and collaborative, everyone has a voice and all opinions count
  • Our goal is to disrupt the market, not just follow the status quo
  • Sustainability is really important to us, in fact we are within the top 1% of companies worldwide tackling climate change and managing our emissions

Security clearance
The successful candidates will be required to go through a Security Clearance.

We embrace difference as a source of creativity, innovation and competitive advantage and welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application.

Get in touch for more details or to have a confidential discussion about whether this could be the opportunity for you.



We embrace difference as a source of creativity, innovation and competitive advantage and welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application.
APPLY HERE



Posted: 17/01/2020

Big facts

Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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Contact

Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH
contact-us@sscl.gse.gov.uk

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.
8460577

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH