Contact Centre Agent

JOB DESCRIPTION

Are you ready to make a real difference by supporting people with their HR queries every day?

We’re looking for Contact Centre Agents to join our friendly and supportive HR Operations team based in Newcastle. You’ll be part of a small, close‑knit contact centre team of 8 people (within a wider HR Ops team of 24), where the focus is firmly on providing quality customer service and learning and development – not call times or pressure.
This is a varied and engaging role supporting police officers and police staff with HR-related queries. You’ll receive structured training and ongoing support in a relaxed, professional environment, with plenty of opportunity to build confidence, develop new skills, and grow your career.

This role is hybrid, with 2 days per week in the office (every Tuesday, plus one flexible day agreed with the team). The contact centre operates between 7am and 6pm, with most shifts falling between 9am–5pm or 10am–6pm. Scheduled breaks, wrap-around time, and flexibility are built in – taking the time needed to resolve queries properly really matters to us.

What you'll be doing:

• Handling inbound calls and email queries within an HR contact centre environment.
• Supporting customers to navigate HR systems such as MyHR, including forms and guidance.
• Resolving queries at first point of contact, escalating where appropriate.
• Processing routine HR transactions accurately and in line with procedures.
• Maintaining accurate records and updating databases for audit purposes.
• Contributing ideas and identifying opportunities to improve processes and service delivery.

What you’ll bring:

• Confidence and professionalism when speaking to customers over the phone.
• A strong focus on delivering high-quality customer service and building rapport.
• Excellent communication and organisational skills.
• Attention to detail and the ability to follow standardised processes.
• Basic Excel skills and confidence using computer systems.
• A positive, flexible, and team-focused approach to work.

It would be great if you had:

• Experience using Oracle-based systems.
• Previous experience in a contact centre, HR, or customer service environment.
• An interest in developing a career within HR, including professional qualifications (CIPD / CIPP).

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, Permanent
Location: Newcastle
Security Clearance Level: NPPV2
Internal Recruiter: Chloe
Salary: £25,375.00 per annum
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, 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 us?

We’re a leading provider in the UK of re–imagined Business Support Services powered by next generation technology. We combine the full power of Sopra Steria’s Insight, Technology and Transformation capabilities to deliver positive, meaningful and long-lasting outcomes for our clients. We’re the partner of choice for organisations who are looking to tackle the most complex problems with new solutions.
We empower our clients by providing innovative solutions and commercial models that help them meet their business needs, drive operational efficiencies, and deliver impactful value creation.