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.

Who are we?

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.   

Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses – we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

Support Officer – Leicester Arnhem House/Loughborough CTSC

Successful candidates will join our team in the role of Customer Service and Administration Officer (Support Officer) in Leicester or Loughborough.

Our Courts and Tribunals Service Centres (CTSCs) and National Services sites provide hubs for telephony, assisted digital, case progression and hearing support, and will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.  

We are working to reform a Justice system that has in the past relied heavily on paper-based processes and we have now taken the first steps in being able to support a modern, digital Justice system.

Ways of working:

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 will be between 9am and 5pm.

Non-contractual hybrid working is available, the days worked at home and in the office will be discussed and agreed by the business on appointment. Hybrid working arrangements will only be available when it has been established that delivering the service from home can be done effectively.

Induction and training may be located at Loughborough for a period of 8 weeks.

Role Purpose

This role is the main customer-facing role and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users.

Key accountabilities include:

• Provide professional friendly support and guidance to users of online services via a variety of channels (telephony and email), in line with business standards, to ensure the delivery of an excellent customer service which is focussed on quality as well as timeliness.
• Assess customer cases to progress where appropriate to the next stage.
• Identify users requiring extra/different support and undertake basic assessment of needs in accordance with procedures. Refer suitable cases to our third-party supplier.
• To handle, and where possible resolve, first contact user complaints in accordance with HMCTS policy and procedures ensuring the complaint has been handled fairly. Update the system to prevent duplication of work.
• Keep knowledge up to date via articles with all procedural changes.

Person Specification

• Have excellent customer service skills using telephone and email to provide professional and timely customer service.
• Be able to empathise with our customers.
• Promote and support customers to engage digitally and use online applications.
• Be able to explain information clearly to reassure and provide accurate information for customers.
• Be flexible and adaptive to support business needs.
• Proactively resolve routine problems and escalate serious issues.

 Please refer to the Role Profile attached below for further information on this role.

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.