Descriptions & requirements
Proud to serve. Proud to keep justice going.
Our Operational Support Officers within National Services play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.
Your role
Your work will be predominantly telephone‑based, taking inbound calls from the public and legal representatives and returning calls as required. You will also use email and webchat and undertake general administrative work. 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.
You need to be a confident communicator with the self‑assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.
This is a fast‑paced position that requires attention to detail, the ability to multi‑task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.
Your knowledge, 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 is desirable
* Proficient with IT and Microsoft Software packages
* Excellent communication and organisational skills
* Exceptional attention to detail
Working hours and shift pattern
The office is open Monday‑Friday from 07:30 to 18:00. Shift patterns will be between 08:30 and 18:00. Successful candidates will be assigned a shift pattern as part of the onboarding process, depending on the current business requirement at that time. We don’t currently have any requirement for staff to start at 07:30. Requests for particular shift patterns will be discussed with successful candidates upon successful completion of pre‑employment checks.
We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08:00‑16:00. All of our staff are expected to work 6 Saturdays per year on a rota basis. There is also the option to work voluntarily on bank holidays.
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. Part‑time employees will need to work at least 30 hours throughout the week.
Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.
Civil Service Nationality Rules
This job is broadly open to the following groups:
* 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
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre‑settled status under the European Union Settlement Scheme
* 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
Assessment and interview
We will assess your experience for this role via the following methods: Statement of Suitability, Interview stage assessments.
Interview dates are expected in late June.
Behaviours: Communicating and Influencing, Managing a Quality Service, Delivering at Pace.
Level of security checks required: DBS Basic.
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