Overview
MOJ- Customer Support Officer/Call Handlers
Brook Street in partnership with the Ministry of Justice has a fantastic opportunity to join their team as a Customer Support Officer/Call Handler. This is a temporary position until 31 March 2026, with potential extension based on performance and business needs.
Location: Sovereign House, 17 Princess Road West, Leicester, LE1 6TR
Working pattern: Hybrid working. 3 days in the office. First day will require visiting the office to collect IT equipment.
Hourly rate: £12.36 per hour
Working Days/Hours: 37 hours per week, Monday – Friday, 8:30am – 5:00pm
Responsibilities
* Have a positive approach and a can-do attitude. Be open to change and willing to take on challenges.
* Demonstrate flexibility to adapt across teams and processes; adapt to new situations beyond your immediate area.
* Work in a fast-paced environment with the customer at the heart of everything we do.
* Field calls from the public seeking assistance relating to issuing or responding to their claim.
* Maintain regular contact with court staff at processing sites throughout the country.
* Deliver customer query resolution across various contact channels; consistently meet performance indicators for accuracy and timeliness across all channels.
Qualifications / Experience
* Experience dealing with customers
* Clear and understandable communication
* Time management skills
* Confident with technology
* Ability to deal with difficult customers
* Proactive thinking
Training and Clearance
Clearance level: Basic DBS (to be applied for by Brook Street upon successful application)
Training: 4 weeks training with a dedicated trainer and shadow hearings. No annual leave during training period.
Additional considerations
Please note that a period of 6 months or longer spent outside of the UK in the last 5 years may require an additional overseas police check; the candidate must provide this.
Brook Street is proud to support the Armed Forces Covenant and guarantees to interview all candidates who are veterans or spouses/partners of military personnel who meet all essential criteria for the vacancy.
As a Disability Confident Leader and holder of the Gold Award status from the Defence Employer Recognition Scheme (DERs), Brook Street offers a guaranteed interview with a PSR Sourcer as part of the Public Sector Resourcing Framework (PSR).
If you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all essential criteria, please reach out via the Brook Street website to register your interest and the role you are interested in. We are committed to engaging with you. In cases of high volumes of ex-military candidates, Brook Street will interview the best candidates from within that group.
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