About the job

Job summary

Please refer to Job Description

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within the HM Courts & Tribunals Service (HMCTS). 

About us

HMCTS is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. 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

Our Contact Centres are the core of our National Business Centres (NBCs), delivering great customer service to enable Justice. As a Contact Centre Representative, you will be passionate about delivering excellent customer service working in an inbound call centre and will field calls from the public seeking assistance issuing or responding to Civil and Family matters.

Customers calling the NBCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, Representatives will be in regular contact with court staff at admin processing sites throughout the country. This is a fast-paced position that requires an individual to be able to multi-task and move from one call to another quickly.

Successful candidates would be required to work at either centre based in Leicester (Arnhem House) or Bury St Edmunds within the County Court, although there is non-contractual hybrid working where the business need allows and 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.  Both centres operate a centralised telephony service for Courts in relation to Civil and Family cases held at County Courts.

Examples of Civil Claims could include:

•    Money owed and not paid
•    Services not up to standard (shops / tradesmen)
•    Overdue utilities bills / credit card 
•    Contract disputes between companies

Examples of Family cases could include:

•    Divorce
•    Child arrangements 
•    Financial orders following divorce
•    Harassment 
•    Care cases 

The Contact Centre offers a service between 8:30 - 17:00 and Representatives are required to work between these times on a scheduled basis. 

Your skills and experience

•    Friendly and approachable manner with excellent customer service skills.
•    Ability to multitask, whilst working in a fast-paced environment.
•    Good written and verbal communication skills.
•    IT proficient with the ability to learn and adapt to different technologies and software packages. 
•    Excellent organisational skills.
•    Be patient and able to empathise. 

For a full job description, please read supporting document 1 included below before applying.

Further details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
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. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. Please note that a minimum of 3 full days per week will be required as a part of the role, which includes Monday, Thursday and Fridays as required working days. This will be discussed on a case by case basis and will need to be agreed by the business 

Occasional travel to other courts

For this post, occasional travel to other National Services sites may be required for cover when needed.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £22,940, HM Courts and Tribunals Service contributes £6,102 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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 (EUSS) (opens in a new window)
• 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 (EUSS)
• 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

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.