Overview
* Salary £25,582
* Working Pattern Full Time, Part Time, Part Time/Job Share, Flexible Working
* Vacancy Approach External
* Location Newport, Wales
* Closing Date 10-Nov-2025
* Post Type Permanent
* Civil Service Grade AO
* Number of jobs available 27
* Reserve List 12 Months
* Job ID 11253
Job description
Proud to serve. Proud to keep justice going.
Good telephone staff with excellent customer service skills are vital to the effective operation of our Courts, Tribunals and other offices within the HM Courts & Tribunals Service (HMCTS).
About Us
Criminal Fines Collection and Enforcement (Enforcement) is a key function within HMCTS. We play a central role in delivering justice by working alongside the criminal courts in England and Wales to ensure convicted parties comply with fines and other financial penalties imposed by the courts. We are also responsible for compliance of Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.
Our HMCTS Wales Contact & Compliance Centre is a busy centre that operates a centralised telephone service for courts and tribunals receiving up to 10,000 calls per week. We are looking for individuals who are committed to public service and making a difference in peoples lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
Your role
As a Contact Centre Operator, you will be passionate about delivering excellent customer service. Working in an inbound call centre you will field calls from the public seeking assistance with payment of financial penalties. Customers calling us are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. This is a fast-paced position that requires an individual to be able to multi-task and move from one call to another efficiently. The Contact Centre offers a service between 08:00-17:00 Monday to Friday and Operators are required to work between these times on a scheduled basis.
Your Skills And Experience
You will be an excellent communicator, able to swiftly assess circumstances and adapt accordingly. You must be able to demonstrate empathy, be non-judgmental but focussed on carrying out your role whilst fully respecting our customers. You’ll be skilled in organising your time, prioritising efficiently, able to multi-task and adapt to using various software packages. You’ll enjoy working in a busy environment with a desire to deliver proactive and effective customer service to people who may be in difficult situations.
Additional Details
For a full job description, please read the supporting document included below before applying.
These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be available, but arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.
Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJs Flexible Working policy.
Occasional Travel To Other Courts: Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.
Visa and Sponsorship
Skilled Worker Visa: From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you are applying for a Skilled Worker Visa for the first time. The Department cannot sponsor new Skilled Worker Visa applicants unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during vetting checks for eligibility assessment. If you do not meet the new eligibility criteria, consider your options for obtaining and/or maintaining your right to work in the UK. Successful applicants must have and maintain the legal right to live and work in the Civil Service and the United Kingdom. You can read more about Skilled Worker visas and eligibility criteria.
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is a non-contractual flexible arrangement blending working from base location, other MoJ sites and/or from home. All employees are expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Arrangements will be discussed and agreed with the successful candidate(s).
For nationally advertised roles, successful candidates will be appointed to the nearest viable office to their home postcode and on its respective pay scale. For current MoJ employees, base location may be changed to the nearest viable office within the National Office Network. Some MoJ terms and conditions of service are changing as part of Civil Service reform.
Benefits
The MoJ offers a range of benefits including:
* Annual Leave: 25 days on appointment, increasing to 30 days after five years’ service. A scheme to buy or sell up to three days’ leave each year. Pro-rata leave for part-time and job-sharing posts.
* Pension: Civil Service pension schemes with flexible options.
* Training: Extensive training and development opportunities.
* Networks: Employee networks for minority groups and allies.
* Family Friendly policies and flexible benefits, including childcare information and options.
* Free annual sight tests for computer users.
Recruitment & Diversity
The Civil Service Code governs recruitment, merit-based selection, and adherence to recruitment principles. Details on how to raise concerns, nationality rules, and eligibility are provided. As a Disability Confident employer, MoJ offers adjustments during recruitment and can provide an interview to disabled candidates who meet the minimum criteria. For veterans, there is a guaranteed interview scheme where eligible. Redeployment opportunities are available for those at risk of redundancy. Nationality information and further guidance are available via GOV.UK resources.
How to Apply & Contact
Contact information: MoJ 0345 241 5359 (Mon–Fri, 8am–6pm) or e-mail. Quote job reference 11253. HMPPS contact also available at 0345 241 5358.
Attachments & Assessments
Job Description Attachment: AO Call Agent Enforcement.docx. Selection by: Statement of Suitability, interviews in early December, and behaviours including Communicating and Influencing, Managing a Quality Service, Delivering at Pace. DBS Standard level of security check.
Diversity & Inclusion & Veterans
Diversity & Inclusion initiatives and a Great Place to Work for Veterans program are highlighted with links to additional information on eligibility and schemes.
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