Fines Officer - Newport
Hours: 37 per week
Pay: £12.36 per hour (first 12 weeks), rising to £13.25 thereafter
About Us
Criminal Fines Collection and Enforcement is a key department within HM Courts and Tribunals Service (HMCTS), employing around 1,500 staff across 50 sites in England and Wales. We ensure offenders comply with fines and financial penalties set by criminal courts, manage Confiscation Orders issued by Crown Courts, and oversee payments for Fixed Penalty Notices issued by police forces.
The Role
Based at the HMCTS Wales Contact & Compliance Centre in Newport, you will be part of a busy contact centre handling up to 10,000 calls per week. Our team is committed to providing exceptional customer service to individuals in challenging situations, as well as to colleagues across courts and tribunals nationwide.
You'll work scheduled shifts between 9:00 a.m. and 5:00 p.m., Monday to Friday. While your primary base will be Cwmbran town centre (with free all-day parking), some flexibility to work at other local HMCTS offices may be required.
Key Responsibilities
* Handle a wide range of telephone enquiries for the Criminal Fines Collection and Enforcement team.
* Communicate clearly and professionally, both verbally and in writing.
* Demonstrate empathy and problem-solving skills when supporting customers.
* Accurately update records on internal systems following contact.
* Deliver a prompt, polite, and effective "right first time" service.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.