DISCOVER OUR SERVICES

SSCL’s Contact Centre service offers our clients flexible, bespoke, cost effective omni-channel solutions for all of their customer contact needs. 

Our innovative solutions and automated services transform ordinary contact centre services into a solution that embraces the future of contact centre service delivery. We handle bespoke and often complex queries with an ability to scale our resources to match the needs and demands of an ever-evolving customer landscape. SSCL has proven experience and demonstrable success in establishing a number of bespoke contact centre solutions for its clients and their customers and in delivering market leading performance levels. 

The future of our contact centre service is omni-channel. In 2021 we introduced SSCL Service+ to streamline all our customer contacts giving our clients much better customer experience and insight into their query resolution. 

It offers users access to a range of channels and services, at a time and in a place that suits them. Users will be instinctively guided to the simplest solution that meets their needs, ensuring they only need to ask once and will have the full range of SSCL services at their fingertips. Combining advanced analytics, artificial intelligence, and natural language processing to offer users a modern, seamless journey, regardless of device, need, channel or context. 

Managing your people well is one of the most challenging and complex tasks in your business. Everyone is an individual and how they’ll react to a situation is unique to them.   Whether it’s attendance, performance, grievances and disciplinary actions or workplace adjustments – supporting your managers to tackle the issue and make the right decisions is our HR Case Managers’ role.  

HR Case Management is built around you and we integrate the latest technology across our services:  

• Our specialist app Case Management for Professionals offers a range of services for your use. The detailed management information it produces gives insight and highlights trends or emerging risks, so that you can plan strategic interventions.  
• We offer a document repository which builds a digital file for each case handled and stores all documentation in a central place, enabling easy access and collation if evidence is needed in appeals or tribunals. 

Employee expectations and needs are constantly changing and using our HR Case Management team and tools means your business keeps pace.  

For organisations delivering public services it’s important that their employees reflect the communities and user groups the services are delivered to. Representation matters and the ‘unconscious biases’ that exist can be highlighted, then avoided with training and more insight.   

Diversity of thought, experience and perceptions across colleagues makes for better working outcomes which can create greater impacts.   

A recent project we’ve assisted a client with, to help broaden diversity and inclusion in their business, is a parental support service to improve the experience of new and expectant parents. It offers managers assistance with workplace adjustment and arranging suitable uniforms, to supporting parents to remain connected with the organisation during parental leave. The client has retained vital talent and over 850 new parents have enjoyed a momentous time in their lives while being supported by their employer.   

Our end-to-end services don’t just help clients recruit and pay their team; they provide strategic support with every element of the employee experience.  

Employee Lifecycle Services

Our skilled teams can provide efficient management from day one of an employee’s time in your organisation. Covering absence, benefits and attendance. From updates in employee circumstances – including working hours, grading and personal details – to employment termination, there’s expertise available for every aspect of the employee lifecycle.  

Additional Employee Services

Trust our experts to manage HR advice and guidance, learning and development administration, performance and management information reports. Freeing your teams to focus on business-critical tasks.

Payroll and Expenses

Our experienced team has the knowledge and technology to deliver accurate and timely processing of payroll and expenses systems. On time. Every time. This includes account maintenance and non-employee payroll administration, including a range of voluntary deductions, allowances, special payments and pension schemes.  

If you’re running high volume recruitment campaigns that need expert support or you’re seeking support with specific parts of the resourcing process, we’ve got the tools to help.   

Following successful campaigns for Government and public sector clients we can mobilise quickly and adapt to meet your budget and expectations around speed-to-hire.   

We’ve split the resourcing process into four key areas as follows:   

Attraction

Getting potential candidates’ attention is the key to successful attraction strategies. We’re helping clients with:  

• Analytics around their vacancies to understand what is needed in the people who will fill their roles and then presenting the options to target ideal candidates.  
• Our Applicant Tracking System to post on targeted attraction channels and to broader interest job sites.  

• Purpose-built customisable microsites with videos, images and company overview that all responses are directed to, complete with social media links if needed.   
• Targeting and even repeat-targeting potential candidates through platforms like LinkedIn, Facebook, Instagram and Snapchat.  

Away from digital solutions, we can also advise on ‘offline’ solutions such as ad vans, bus sides, Tube panels and billboards, to blend digital and traditional media.  

Engagement

Keeping potential candidates engaged through the recruitment process requires attention to detail, good communications and the measured cascade of information.   

In a very competitive environment, creative engagement stands out. SSCL delivers to clients by:  

• Comfortably adapting the size and scale of our infrastructure to ensure we’re prepared for managing the number of potential candidates attracted by your recruitment campaign.  

• Specialising in one-to-one candidate support through text, live chat, chatbots and via more traditional telephone and email conversations. For example, chatbot offers first line digital support – great for simple queries and out-of-hours contact. Chatbots also use sentiment analysis to assess whether a call back is necessary.  
• Providing Virtual Reality (VR) options. This transformative tech can immerse an applicant in your organisation without them leaving their home. A police office, a submarine, a prison – all have been created for our Metropolitan Police Service, Royal Navy and Prison Service clients.  

Selection and Assessment

Identifying the best people for the job is the result of the selection and assessment process so that they’re ready for the challenges of the role.   

SSCL offers:  

• Help to screen applicants through automated processes.  
• Video-based assessments that simulate work scenarios.   
• Handling and management of large numbers of applicants.  

For clients with high volume recruiting needs, our assessment centres are invaluable, with a digitally-optimised and rewarding participant experience for all candidates.  

We can also offer support for interviews from scheduling to admin, to the services of our expert assessors. We can also set-up online platforms for video interviews and assist with face-to-face sessions.  

On completion, we’ll provide quality assurance and help identify where any improvements can be made to ensure your process is top quality for candidates.  

On-Boarding

Resourcing doesn’t end when you’ve identified the perfect candidate – you also need to prepare them for day one efficiently and timeously. A good on-boarding process ensures that candidates remain excited and focused on starting their new role.  

On-boarding should provide the ideal introduction for the candidate with interactive content that welcomes and informs them. Our fully customisable portals can include everything from a video introduction to live employee forums.  

The final step before employment is thorough vetting, essential for most public sector clients. Our GDPR-compliant Electronic Pre-employment Check (ePEC) tackles vetting digitally and efficiently, capturing all candidate data and checks on a single, paper-free system in much reduced time.   

For one client, it’s cut the amount of time to receive a pre-employment pack from 36 days to just three.

We can deliver enhanced and secure Data & Insights services to transform data into focused analytics to facilitate with well-informed business decisions. Our analytics services provide the ability to diagnose, predict and prevent business issues using data. Simply put, we take your data and transform it into valuable insights, which can be provided at a department level, or we can deep dive to provide more detailed analysis. We can also guide you on your SOP to SaaS journey and support the creation of a more ERP-agnostic environment.  

Contact us to find out more information and let us support you on this data driven journey. 

Big Data

Our Data Warehouse solution will collate data from a number of sources – including our operating platform and other SaaS applications. The data is uploaded to our data warehouse and from there we create reports, visualisations and dashboards to enable clients to analyse business performance. We can also structure, model and share data, ready for clients to create analytics using their own platforms and tools.

Our People and Our Capabilities 

• Around 93,000 Government users benefit from SSCL Analytics and BI services 
• 82 Live Applications and data models as part of our Analytics Services 
• 4 weeks to delivery data consultancy POCs 
• 240 bespoke client insight and analytics work packages have been delivered in 2021 driving actionable insights and solutions for our clients’ business challenges. 
• 25+ data scientists, architects, data analysts and developers across SSCL Government, Defence and Police, delivering services for clients and our business community. 
• 80+ members of our Analytics Practice, 100+ articles available on our AP Channel, 10 Interactive webcasts held in 2021. 

More control. Better management information. Our Finance and Accounting team provides an enhanced overview to aid decision making.

Financial Accounting

Period and year-end accounting processes. Standard and statutory financial statements. Insightful management information. Our comprehensive service offers expert support and gives you the power to make critical decisions.

Management Accounting

Working seamlessly with your organisation, we prepare management reports and accounts, and analyse financial information. We then communicate the details quickly and accurately, giving you maximum control, so you can plan and evaluate.

Finance Operations

Our highly skilled professionals can manage both customised and secure general ledgers. Our service includes everything from full integration of sub-ledgers and VAT reporting and accounting, to fixed asset management, cash management, bank reconciliation and inter-agency accounting. Comprehensive reconciliation of balances and client-specific reconciliation performance reporting give full balance sheet assurance.

Additional Accounting Services

Our Finance and Accounting Services extend beyond day to day operations to more complex areas. Get specialist advice on treasury management, VAT, tax and technical financial matters, plus support for project delivery.

Revenue and Billing

Our services range from customer management to invoicing and billing, income collection including managed Direct Debit collections, debt management, revenue reporting and credit checks. Our expertise allows us to work with clients to offer bespoke debt management solutions.

Business Intelligence

With over six million transactions processed every year, we have a wealth of data that can provide useful business intelligence and a reporting service that helps clients use their data more effectively.

Our procurement team combines commercial expertise with extensive public sector experience to maximise the buying power that comes with economies of scale – achieving better value and saving money. 

By utilising CIPS (Chartered Institute of Purchasing and Supply) qualified buyers, we combine commercial expertise with extensive public sector experience to offer: 

• Strategic procurement support 
• Administration of Government procurement cards 
• PO management 
• Catalogue & non-catalogue requisitions 
• Procurement compliance monitoring 
• Tender management 
• Quotation management 
• Contract & supplier management 
• Purchase order creation & dispatch 
• Spend analysis & reporting 

Our transformative Learning Services deliver a range of volume, consultancy and bespoke L&D solutions. 

We ensure that learning and development solutions are tailored to your organisation’s objectives.  

Our learning designers work with your teams to choose the most appropriate learning method, developing this from initial diagnostics, to full design and implementation.  

Learning Design – our team, comprising of Specialist E-Learning designers, learning management system developers and consultants can create a tailored, end to end learning management solution. From basic to advanced E-Learning packages, our specialist teams work to design the right package for you.

Transactional Services – SSCL provides a robust and dedicated transactional operational delivery team to support Organisational Learning initiatives. This service operates to defined, visible Service Level Agreements, and can be taken in conjunction with our Learning Management System (myLearning) or delivered via an existing LMS provision. Our transactional Services are costed on a volumetric basis. 

We’ve harmonised people, processes and technology to provide clients with high quality and efficient pension services. Our focus is on improving the member and employer experience to meet expectations. 

By optimising the use of SSCL digital technologies, we help members to engage and understand their pension service, allowing them to make fully informed decisions to support their retirement goals.  

By focusing on customer experience and making these services more engaging and accessible to members enables improved efficiency. Scheme managers and employers alike benefit from both reduced administrative burden and cost with the reassurance that continual service improvement is built in.  

SSCL Expertise 

SSCL leads a large, diverse and highly skilled team of pension administrators, delivering major and often complex pension schemes for UK Armed Forces, 17 Public Sector agencies and Police. 

Experts handle pensions for 410,000 UK Armed Forces Veterans, pensions administration and advice to c200,000 Regular and Reserve service personnel, handling more than £550M monthly for UK Armed Forces as well as delivering pension services across Government agencies to c260,000 employees. 

SSCL in partnership with Sopra Steria 

SSCL’s parent company, Sopra Steria, is a European Tech leader recognised for its consulting, digital services and software development, helping clients drive their digital transformation to obtain tangible and sustainable benefits. With 47,000 employees in nearly 30 countries, Sopra Steria places customer and user experience at the heart of everything it does and is committed to making the most of digital technology to build a positive future. Utilising various digital and people capabilities from within Sopra Steria on areas such as CX, Financial Wellness and Vulnerability provides SSCL with enhanced capabilities that enrich the services made available to members.  

SSCL’s track record for service excellence combined with Sopra Steria’s scale and global digital transformation capabilities, provides our clients with the opportunity to realise the much needed transformation of Pension Administration.  

Clients 

Together, with Sopra Steria expertise, we directly perform Pension Administration for over 1.4 million members and provide a range of pension and retirement advisory services to clients in the UK, Europe, Hong Kong and Malta.