Overview
Our Operational Support Officers play a critical role in providing excellent customer service and administrative support to court and tribunal users, judiciary and management within HM Courts & Tribunals Service (HMCTS). They work as part of a team, contributing to operational, performance and service standard targets across the area of work.
Responsibilities
* Progress cases through the court/tribunal system and provide customer service and administrative support to HMCTS functions.
* Prepare papers and files for courts, tribunals, hearings and meetings, handling sensitive information and ensuring accurate outcomes.
* Create and update digital records, interpreting information accurately required on court files.
* Communicate with the public, the judiciary, other court and tribunal users, and representatives of other agencies and organisations.
* Serve as the first point of contact for court users, including vulnerable witnesses and their legal representatives.
* Prepare court/hearing rooms and ensure courts run efficiently.
* Work full-time hours (37 hours per week), including shift patterns that may include Saturdays.
Qualifications & Skills
* Customer service skills and ability to work in a service-led, customer-facing environment.
* Digital and administrative skills with excellent attention to detail.
* Strong communication and organisational skills, capable of communicating confidently in person, over the telephone, digitally and in written form.
* Resilience and empathy to deal with sensitive information and situations.
* Team player, flexible and collaborative to deliver business objectives.
Travel & Working Conditions
Occasional local travel may be required. The role is office based; a minimum of 60% of working time should be spent in an office, subject to local estate capacity.
Benefits
* Annual leave: 25 days on appointment, rising to 30 days after five years of service; option to buy or sell up to three days each year.
* Public holidays, 1 privilege day, and pro‑rata leave for part-time and job-share posts.
* Pension: Civil Service pension schemes available.
* Training: extensive training and development opportunities.
* Employee-run networks and support for employees of minority ethnic origin, disability, caring responsibilities, women and LGBTQ+ employees.
* Family-friendly policies including reduced hours or job share, flexible benefits, childcare support, paid paternity, adoption and maternity leave, free annual sight tests for computer-screen users.
Equal Opportunities
We are an equal opportunity employer and are committed to attracting, retaining and investing in talent wherever it is found.
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