Job Overview
HMCTS uses a variety of means to ensure the recovery of criminal fines and financial penalties and does everything within our powers to trace those who do not pay. The role involves creating and updating records on our in‑house computer system, contacting relevant parties to give advice on the completion of forms or court procedures, providing excellent customer service, making decisions on the most effective method of enforcement within the current guidelines, and using telephone and text‑message chasing and tracing tools. The role requires confidence to engage with managers, courts and other internal and external stakeholders to collect information, check facts, communicate or enforce judicial decisions. These operational roles are customer‑facing and require applicants to be office based to provide HMCTS services to the public.
Working Arrangements
Office based with non‑contractual hybrid working possible, depending on business needs. Arrangements are determined by the business and can only be offered if delivering the service from home can be done effectively. Standard full‑time hours are 37 hours per week (Monday to Friday). 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.
Immigration Information
Skilled Worker Visa: This role is not eligible for new Skilled Worker visas under the current immigration rules. From 22 July 2025 changes to the Skilled Worker visa route have been introduced. The department cannot consider sponsoring you unless you have held a Skilled Worker visa prior to the 22 July 2025 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. For more information on Skilled Worker visas see the provided link.
Key Responsibilities
* Create and update records in our in‑house computer system.
* Contact relevant parties for advice on completion of forms or court procedures.
* Make decisions on the most effective method of enforcement within current guidelines.
* Use telephone and text‑message chasing and tracing tools.
* Engage with managers, courts and other internal and external stakeholders to collect information, check facts, communicate or enforce judicial decisions.
* Provide excellent customer service.
Qualifications
* Strong customer service skills with the confidence to support customers via telephone, webchat and email.
* Experience of working in an administrative role in a customer‑focused environment.
* Proficient with IT and Microsoft software packages.
* Excellent communication and organisational skills.
* Exceptional attention to detail. Please tell us why you are suitable for this role. Demonstrate your transferable skills, knowledge and experience against the 'Essential Skills and Criteria' outlined in the job description: customer service, administrative and IT experience, attention to detail, communication and organisational skills.
This can be work or education based or gained in other environments such as volunteering. Using the full word count (500 words) and providing personalised real‑life evidence of experience gained will help achieve the highest scores. You must ensure that any evidence submitted as part of your application are truthful and factually accurate. Note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own and can lead to your application being withdrawn. Evidence of Experience Statement of Suitability, Communicating and Influencing Managing a Quality Service Delivering at Pace.
Benefits
* Annual Leave: 25 days on appointment, increasing to 30 days after five years of service. A scheme allows qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and one privilege day. Leave for part‑time and job‑share posts calculated on a pro‑rated basis.
* Pension: Choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
* Training: Extensive range of training and development opportunities.
* Networks: Opportunity to join employee‑run networks for minority ethnic origin, disabilities, caring responsibilities, women, LGBT+ employees.
* Family Friendly policies: Opportunities to work reduced hours or job share.
* Flexible benefits: Voluntary benefits, retail vouchers and discounts on a range of goods and services.
* Childcare: Eligibility for alternative government childcare support schemes, including Tax Free Childcare.
* Paid parental leave: Paternity, adoption and maternity leave.
* Free annual sight tests for employees who use computer screens.
EEO & Diversity
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. If you feel the recruitment process has breached the principles, you may raise a formal complaint in the following order: to Transformative Business Services, to Ministry of Justice Resourcing team, or to the Civil Service Commission.
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.
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