• Job Description

  Req#: 84881
  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.

• About the company

  The UK Ministry of Justice is responsible for a transparent and responsive criminal justice system for victims and the public.

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