Support Officer - Salford, United Kingdom - HM Courts and Tribunals Service

HM Courts and Tribunals Service

Verified Company

Salford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Details:

Reference number:

Salary:

- £22,940

A Civil Service Pension with an average employer contribution of 27%
Job grade:
Administrative Officer
AO
Contract type:
Fixed Term
Length of employment:
For a period of up to 18 months

Type of role:

Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
2Contents

Location

About the job

Benefits:

Things you need to know

Location

This position is based at CTS Salford Courts & Tribunals Service Centre, M5 3NNAbout the job

Job summary:

Please refer to Job Description
Job description:

HM Courts and Tribunals Service

Directorate:
CTSC

Grade:
AO

Job Title:
Support Officer

Location:
Salford Quays
Expected start dates February 2024.

There is a one-week induction that is full time but can be worked from home or the office, and a 7-week full time training academy that is office based.

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 - Salford

The Courts and Tribunals Service Centres 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 members of the public, professional service users and the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total.

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

Ways of working
The office is open Monday to Friday between 8am and 6pm, and Saturdays 8am to 4pm. We can offer Saturday working as part of your weekly contracted hours. In any case, all of our staff are expected to work 6 Saturdays per year on a rota basis.

Non-contractual hybrid working is 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.

Role Purpose

This role is the main customer-facing role in CTSC 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:

Undertake casereadiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
Identify users requiring extra/different support and undertake basic assessment of users' Assisted Digital needs in accordance with procedures. Refer suitable cases to our thirdparty supplier.
To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different CTSC Support Officer.
Read relevant knowledge articles to maintain accurate and uptodate knowledge of processes and systems.

Person Specification

Be able to empathise with our customers.
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.

Person specification:

Please refer to Job Description
Behaviours:

We'll assess you against these behaviours during the selection process:

Communicating and Influencing
Delivering at Pace
Managing a Quality Service

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.
Access to learning and development
A working environment that supports a range of flexible working options to enhance your work life balance
A working culture which e