Proud to serve. Proud to keep justice going.
Role Description
Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.
About us
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life‑changing justice.
Your role
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. The role may require participation in court hearings, including speaking in court to support the effective running of proceedings where required. You will be adaptable, able to multi‑task and effectively carry out a variety of duties, which will include:
* Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
* Creating and updating records digitally, interpreting information accurately required on a court file.
* Communicating with the Public, the Judiciary, other Court and Tribunal Users and Representatives of other Agencies and Organisations.
* When required, you will be an essential first point of contact for all the court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.
* Prepare court / hearing rooms, as well as ensuring the court runs efficiently.
Your knowledge, skills and experience
* 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 written communications.
* Resilience and empathy to be able to deal with sensitive information and situations.
* A team player; able to work collaboratively and flexibly to deliver business objectives.
Working arrangements
This is a full‑time role working Monday to Friday, 37 hours per week, based in an office with a minimum of 60% of the time spent in the office.
Benefits
* Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
* A scheme to allow qualifying staff to buy or sell up to three days leave each year.
* Additional paid time off for public holidays and a privilege day.
* Leave for part‑time and job share posts will be calculated on a pro‑rata basis.
* Pension – the Civil Service offers a choice of pension schemes.
* Training and development opportunities.
Equal opportunities
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. If you feel that the recruitment process has breached the recruitment principles you have the right to raise a formal complaint in the following order: to the Civil Service Commission.
As a Disability Confident employer, MoJ is committed to providing everyone with the opportunity to demonstrate skills, talent and abilities by making adjustments throughout all stages of the recruitment process and in the workplace.
Nationality requirements
* UK nationals
* Nationals of the Republic of Ireland
* Nationals of Commonwealth countries who have the right to work in the UK
* Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS)
* Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
* Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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