Ctsc Support Officer - Newport, United Kingdom - HM Courts and Tribunals Service

HM Courts and Tribunals Service
HM Courts and Tribunals Service
Verified Company
Newport, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £21,775
Job grade:


  • Administrative Officer
  • AO
    Contract type:
  • Permanent
    Type of role:
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 30Contents
Location

About the job


Benefits:

Things you need to know

Location

  • This position is based at NPS USK HOUSE NEWPORT, NP20 2AGAbout 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:
Newport
***We have a number of fantastic opportunities to join our team on either full time, part time or compressed hours contracts. We can offer a range of working patterns and shifts to suit your personal circumstances between Monday to Friday 8am to 8pm (6pm currently) and Saturdays 8am to 4pm. There is a two-week induction that is full time but worked from home; and a 6-week training academy which is office based and full time where possible.

We also currently offer 50% hybrid working patterns. Colleagues working in the office enjoy the benefits of a free parking arrangement although this cannot be guaranteed indefinitely.


The transformation of HM Courts and Tribunals Service (HMCTS) is one of the most exciting programmes in central government and will radically change how justice is done.

The CTSCs are the Service Centres of the future.

Providing hubs for telephony, assisted digital, case progression and hearing support, these centres 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.

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.


Role Purpose


This role is the main customer focused role in CTSCs 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 to reassure and provide accurate information for customers.
  • Be flexible and adaptive to support business needs.
  • Proactively resolve routine problems and escalate serious issues.

Additional Information
During the Interview you will be assessed on the following behaviours:

  • Managing a Quality Service
  • Delivering at Pace
  • Working Together
  • Communicating and Influencing
Please refer to the Job Description below for further information on this role.


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:


  • 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 encourages inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%
  • Annual Leave
  • Public Holidays
  • Season Ticket Advance
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.
  • Feedback will only be provided if you attend an interview or assessment.

Security:


  • 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 Commonwealth countries who have the r
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