About the job

Job summary

Please refer to Job Description

Job description

Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital for the HM Courts & Tribunals Service (HMCTS) National Business Centre (NBCs). 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. 

About us

HMCTS is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. NBCs manage centralising administrative and contact functions in HMCTS. 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 in either Civil or Family matters.

You will be dealing with queries from customers in relation to their ongoing cases, in areas such as divorce, child arrangement orders, financial orders following divorce, harassment and care cases. 

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, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. 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. 

Your skills and experience                     

With a friendly and approachable manner, you’ll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers. You’ll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages. You’ll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment.  

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

Further details: 

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 part of the role, which includes Monday 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.   

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

Successful candidates would be required to work at Triton House, Bury St Edmunds, although there is non-contractual hybrid working where the business need allows. We cannot facilitate requests for a particular work from home/working in the office schedule.

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.