Ctsc Support Officer - Stoke-on-Trent, United Kingdom - HM Courts and Tribunals Service

HM Courts and Tribunals Service

Verified Company

Stoke-on-Trent, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £21,775
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:
15Contents

Location

About the job

Benefits:

Things you need to know

Location

These positions are based at STOKE-ONTRENT, ST1 2QBAbout the job

Job summary:

Please refer to job description
Job description:

CTSC Support Officer Stoke
- Full or Part Time

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.

What will you be doing?

We can offer a range or working patterns and shifts to suit your personal circumstances between Monday to Friday 8.00 am to 8.30 pm (currently 6.00 pm) and Saturdays 8.00 am to 4.00 pm maybe introduced in the future.
Part time shifts and working patterns will be discussed at interview stage and agreed at offer stage. In addition to flexible shift patterns, we also offer hybrid working whereby you can work a minimum of two days a week in the office and the remaining days from home.
Key accountabilities include:
Undertake case-readiness 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.

You will;

Be able to empathise with our customers;
Be able 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.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Support when applying

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
Working Together

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 right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

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).
This vacancy is part of the Great Place to Work for Veterans