Overview
Your work will be predominately telephone‑based, taking inbound calls from the public and legal representatives regarding Family Court cases. Working in a small team you will be supported by a Team Leader and, alongside our in‑depth training programme, will have access to our 'knowledge bank' (guidance document) to assist in your role. The office is open Monday‑Friday from 8.30am to 5pm. Standard full‑time working hours are 37 hours per week.
Working arrangements & hours
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. Part‑time employees will need to work at least 3 days per week. Mondays and Fridays are unlikely to be approved for non‑working days due to current business needs. All applications for part‑time, flexible and job‑sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy. Non‑contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work‑from‑home / working in the office schedule.
Training and induction
You will have a 4‑day induction followed by a full‑time 2‑week training academy which is office based / in person. Requests for part‑time training will be considered on a case‑by‑case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that time frame.
Travel requirements
Voluntary occasional travel to other National Services sites may be required for cover when needed.
Immigration / Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place. If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom. The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.
Responsibilities
Your work will be predominately telephone‑based, taking inbound calls from the public and legal representatives regarding Family Court cases. You will need to:
* Provide clear and accurate information to callers
* Handle complex and sensitive matters with empathy and understanding
* Maintain accurate call records and documentation
* Work effectively within a small team and use the knowledge bank to support your role
Skills and experience
* Strong customer service skills with the confidence to support our customers via the telephone, webchat and email
* Experience of working in an administrative role in a customer‑focussed environment
* Proficient with IT and Microsoft Software packages
* Excellent communication and organisational skills
* Exceptional attention to detail, Work simulation telephone role play.
* Level of security checks required: DBS Basic
Benefits
* Annual leave: 25 days on appointment, increasing to 30 days after five years of service. There is also 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 1 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, giving you the flexibility to choose the pension that suits you best.
* Training: The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
* Networks: The opportunity to join employee‑run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed directly to senior management.
* Family‑friendly policies: opportunities to work reduced hours or job share; access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services; paid paternity, adoption and maternity leave; free annual sight tests for employees who use computer screens.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order:
1. To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or email moj‑recruitment‑vetting‑enquiries@resourcing.soprasteria.co.uk);
2. To Ministry of Justice Resourcing team (resourcing‑management‑office@justice.gov.uk);
3. To the Civil Service Commission (details available here).
As a Disability Confident employer, MoJ is committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
Equality, Diversity & Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. The “Making the Civil Service a great place to work for veterans” initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
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