Who Are We?
Criminal Fines Collection and Enforcement (Enforcement) is a key function within HM Courts and Tribunal Service (HMCTS). Enforcement employs approximately 1,500 staff across 50 locations in England and Wales. We are responsible for making sure convicted parties comply with fines and other financial penalties imposed by the criminal courts. This department is also responsible for compliance with Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.
Key purpose of the role
Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within HMCTS. The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for The Criminal Fines Collection and Enforcement Service.
The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques.?Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.??
The contact c...