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We have an amazing opportunity for you to work within the Public Sector as an Admin Officer.
Position for 6 months, possibility of extension.
11.59ph after 12 weeks 11.88ph
Basic DBS
Proud to serve. Proud to keep justice going.
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.?
About us
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.
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.??
Your skills and experience
- Proficient in using IT - helping users navigate our online systems, updating and processing case details.
- Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience.
- Be able to empathise with our customers.
- Promote and support customers to engage digitally and use online applications.
- Be able to explain information clearly so our customers feel reassured, and they know what they need to do.
- Be flexible and adaptive to support business needs.
- Proactively resolve routine problems and escalate serious issues.
For a full job description, please read supporting document 1 included below before applying.
Further details
The office is open Monday-Friday from 8:00am to 6:00pm. We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are between 8:00am and 6:00pm. All our staff are expected to work 6 Saturdays per year on a rota basis.
To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours are between 8:00am and 6:00pm.
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
There is a 1-week induction that is full time but can be worked from home, following this a full-time 3-week training academy will commence, this is office based / in person.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
