Customer Experience Team Leader

Are you someone who enjoys leading people, making confident decisions and keeping services running smoothly – even when things get busy or outside standard hours?

Join our CXM Hub as a Team Leader and play a key role in the day-to-day running of a busy contact centre supporting the Prisons Enquiry Centre. You’ll work alongside a supportive group of Team Leaders and colleagues, where collaboration, accountability and a strong team culture are at the heart of what we do. This is a hands-on leadership role where you’ll lead a team of around 10 – 14 colleagues, helping them deliver a consistently high standard of customer service in a fast-paced, 365-day operation.

You’ll balance people leadership with operational decision-making and be trusted to work independently when needed, including outside standard hours. If you enjoy motivating others, taking ownership and staying calm under pressure, this could be the role for you. This role is based in Newport with a fixed hybrid working arrangement, offering a balance between office collaboration and home working. Shifts are scheduled between 7am and 8pm on weekdays, and 7am to 5pm on weekends and public holidays, with a fair rota of approximately one in three weekends.

What you’ll be doing:

• Leading the day-to-day operation of the Prisons Enquiry Centre, ensuring service levels and customer experience are consistently met.
• Managing, coaching and supporting your team to perform at their best, including quality monitoring and performance conversations.
• Making operational decisions and taking accountability for outcomes, including during out-of-hours periods.
• Managing business continuity and supporting incident escalation when required.
• Resolving issues independently to maintain service continuity and minimise disruption.
• Creating a positive and inclusive team environment that supports development and engagement.

What you’ll bring:

• Experience leading and developing people in a fast-paced contact centre environment.
• Confidence managing your own and team performance against KPIs and delivering consistent results.
• Strong judgement and decision-making skills, with the ability to remain calm under pressure.
• Experience of business continuity planning and incident management.
• Strong organisational skills with attention to detail and a problem-solving mindset.
• Flexibility to work within a 365-day operational schedule including bank and public holidays.

It would be great if you had:

• Experience working in an out-of-hours or rotating shift environment.
• A resilient approach and confidence working independently when needed.
• An understanding of the public sector, particularly the Prison Service.
• If you’re 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, Fixed Term Contract (6 months)

Location: Newport

Security Clearance Level: SC

Internal Recruiter: Kayleigh

Salary: £26,972 – £29,000

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

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

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 £950 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 recognises

SSCL as one of Great Place To Work UK’s best workplaces. 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.

Come join us!!