Support Officer - Newport, United Kingdom - Ministry of Justice

Ministry of Justice

Verified Company

Newport, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary 1
- £22,940

Number of jobs available - 4

Detail of reserve list - 12 Months

Region - Wales

City/Town - Newport

Building/Site - NPS USK HOUSE NEWPORT, NP20 2AG

Grade - AO

Organisation Grade for MoJ - AO

Post Type - Permanent

Working Pattern - Full Time, Part Time, Part Time/Job Share, Flexible Working

Role Type - Operational Delivery

Job description 1

Non-contractual hybrid working is available.

Hybrid working arrangements will only be available when it has been established that delivering the service from home can be done effectively.

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

Good customer service skills with the ability to empathise with end users and ensuring a professional and speedy user experience.
Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand
Flexibility to move between roles to support effective and efficient use of resources to meet user's needs.
Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service whilst staying within prescribed business parameters.
Proactive issue resolution anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.

Additional Information
Please refer to the Job Description below for further information on this role.

Welsh Job Description - CYM SO CTSC - 18KB

Converted File CYM SO CTSC 32KB

Welsh desirable or essential - Desirable

The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Additional Information 1

Working Arrangements & Further Information

Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.

Benefits

The MoJ offers a range of benefits:

Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years' service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year.

Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management.

There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bi