Overview
Operational Support Officers provide excellent customer service and administrative support to court and tribunal users, judiciary and management. The role is primarily based within the courtroom, supporting the smooth running of court proceedings. Administrative duties are included, and you may participate in court hearings, including speaking in court to support the effective running of proceedings where required. You will progress cases through the court/tribunal system and provide customer service and administrative support to HM Courts and Tribunals Service (HMCTS). You will work as part of a team to contribute to operational, performance and service standard targets. Regular contact may include court/tribunal users, members of the judiciary and the legal profession. The role is court-based and customer facing; standard full-time hours are 37 per week (Monday to Friday). This is a business-critical, fixed-term role in some cases and may require occasional travel to other courts as needed.
Responsibilities
* Prepare papers and files for court, tribunals, hearings and meetings, including handling sensitive information and accurately recording outcomes.
* Create and update records digitally, interpreting information accurately for court files.
* Communicate with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations.
* Act as an essential first point of contact for court users when required; meet members of the public, including vulnerable witnesses and their legal representatives.
* Prepare court/hearing rooms and ensure the court runs efficiently, contributing to a professional, client-focused service.
Qualifications & Skills
* Customer service skills; ability to work in a service-led, customer-facing environment.
* Digital and administrative skills with excellent attention to detail.
* Communication and organisational skills; able to communicate confidently in person, over the telephone, digitally and in writing.
* Resilience and empathy to handle sensitive information and situations.
* Team player; able to work collaboratively and flexibly to deliver business objectives.
Working Arrangements
The Ministry of Justice offers hybrid working arrangements where business needs allow. Some roles may require spending a minimum of 60% of working time in an office, subject to local estate capacity. Part-time, flexible and job-sharing arrangements may be considered where the role demands allow.
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