Overview
General Information
Salary £25,582. Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working. Vacancy Approach: External. Location: Northampton, East Midlands. Closing Date: 13-Oct-2025. Post Type: Permanent. Civil Service Grade: AO. Number of jobs available: 5. Reserve List: 12 Months. Job ID: 10167.
About the Role
Described as Administration Officers (AO), you will provide telephony and administrative support to court users, judiciary, mediators and management. The Mediation Administration team manages claims referred to the service, supports court users with concerns or reasonable adjustments, and oversees mediation diary scheduling. This is a user-facing administrative role delivering an inclusive and accessible mediation and conciliation service for small claims (valued under £10,000). You will correspond with parties via email, telephone, and webchat, helping court users navigate the process and ensuring appointments are scheduled and updated promptly following their mediation appointment.
About You
You should have, or be willing to develop, jurisdiction knowledge using available guidance and procedures. Strong emotional intelligence and clear communication skills are essential to understand callers needs, explain complex information simply, and provide excellent service within business parameters. You will also be expected to meet set targets with accuracy and efficiency.
Your Skills And Experience
With a friendly and approachable manner, you should have good written and verbal communication skills with a desire to deliver proactive and effective support to customers. You will have great attention to detail, be able to enter information into our database accurately and efficiently, and adapt to using various software packages. You should enjoy organizing your time, prioritising efficiently and multi-tasking in a busy environment.
For a full job description, please read the supporting document before applying.
Working Arrangements & Other Details
These operational roles are customer facing and office-based to provide HMCTS services to the public. Non-contractual hybrid working may be available, determined by business needs and subject to providing effective service from home. Minimum 60% of working time in an office is expected, subject to local estate capacity. Some roles may not suit hybrid working; arrangements will be discussed and agreed with the successful candidate(s).
Standard full-time hours: 37 per week. HMCTS welcomes part-time, flexible and job-sharing patterns, considered under the MoJ Flexible Working policy. Applications for part-time hours less than 30 per week or a Monday/Friday non-working day cannot be accepted for business needs.
Occasional travel to other courts may be required.
Skilled Worker Visa: From 22 July 2025, the salary threshold and skills level for Skilled Worker visas increased. This role does not meet eligibility criteria for sponsorship for first-time applicants. If you have a Skilled Worker visa continuously since before 22 July 2025, eligibility will be assessed during vetting. If you do not meet the new sponsorship criteria, obtain and maintain the right to work in the Civil Service and UK. The Department will comply with UK Immigration Rules. You can read more about Skilled Worker visas and eligibility criteria.
The MoJ offers various benefits and arrangements, including flexible working where possible, opportunities for training and development, and networks across the workforce.
Benefits and Support
* Annual Leave: 25 days on appointment, increasing to 30 days after five years of service; pro-rata for part-time roles.
* Pension: Civil Service pension schemes available.
* Training: Extensive training and development opportunities.
* Networks: Employee networks for minority groups and allies.
* Family-friendly policies and flexible benefits (childcare vouchers considerations and other government schemes).
* Flexible working hours where possible.
* Support for disabilities and reasonable adjustments in recruitment and workplace.
Nationality Rules and Diversity
The Civil Service Nationality Rules apply. This role is broadly open to UK nationals, Irish nationals, certain Commonwealth and EUSS status holders, and other eligible groups as described in the job posting.
Application and Selection
Experience will be assessed via a Statement of Suitability, including evidence of transferable skills and experiences. There will be an interview phase with dates expected toward the end of October. Behaviours assessed include Communicating and Influencing, Managing a Quality Service, and Delivering at Pace. You must ensure all submitted evidence is truthful and accurate; plagiarism (including AI-generated content) may lead to withdrawal of the application.
Other elements include BPSS security checks and the redeployment interview scheme where applicable.
Contact Information
MoJ: 0345 241 5359 (Mon–Fri, 8am–6pm) or email. Reference 10167. HMPPS: 0345 241 5358 (Mon–Fri, 8am–6pm) or email.
Attachment: Administrative Officer (AO) Job Description.docx.
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