Overview
Our Courts & Tribunals Service Centre (CTSC) Support Officers 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.
As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will also form part of the role. You will work in a small team 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.
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly.
Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We\'re looking for individuals who are committed to public service and making a difference in people\'s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
Your role
The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.
Responsibilities
* Provide telephone and administrative support to court users, with inbound calls from the public and legal representatives and handling emails and general inquiries.
* Work in a small team, supported by a Team Leader, with access to a knowledge bank and ongoing training.
* Demonstrate confident communication, empathy, and professionalism when dealing with complex and sensitive matters.
* Manage multiple tasks in a fast-paced environment, maintain attention to detail, and adapt to new systems and technologies.
Qualifications and attributes
* Confident communicator with the ability to liaise with members of the public on complex and sensitive matters.
* Ability to handle calls in stressful situations with empathy and understanding.
* Resilient, keen to learn, and IT-literate, with the capacity to adapt to digital solutions.
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