Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management. Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users, which could include members of the Judiciary and the legal profession. You will be adaptable, able to multi‑task and effectively carry out a variety of duties, which will include:
Key Responsibilities
* Preparing papers and files for court, tribunals, hearings and meetings, including processing and handling sensitive information and accurately producing outcomes.
* Creating and updating records digitally and interpreting information required in court files.
* Communicating with the public, judiciary, other court and tribunal users and representatives of other agencies and organisations.
* Being the first point of contact for all court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.
* Preparing court and hearing rooms and ensuring efficient court operation.
* Demonstrating customer service skills; working in a service‑led, customer‑facing environment.
* Maintaining digital and administrative accuracy with excellent attention to detail.
* Communicating confidently in person, over the telephone, digitally and in written communications.
* Showing resilience and empathy to deal with sensitive information and situations.
* Being a team player; working collaboratively and flexibly to achieve business objectives.
About HM Courts & Tribunals Service (HMCTS)
HMCTS is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support court users and colleagues within HMCTS, where people and businesses access potentially life‑changing justice. We look for individuals committed to public service and making a difference in people’s lives to deliver justice.
Your Role
These operational roles are customer‑facing, requiring successful applicants to be office based to provide HMCTS services to the public. 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 MoJ’s Flexible Working policy. Applications for part‑time working would be considered; however, due to the nature of the role the minimum hours would be 30 hours per week over four days.
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