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

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

3 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
  • MOJ Grade
    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:
  • 20Contents
Location

About the job


Benefits:

Things you need to know

Location

  • These positions are based at Loughborough Tribunal Support Centre Loughborough, LE11 2TWAbout 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:
Loughborough

Expected start date is 7th August 2023. 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


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 - Loughborough


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 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.

You can join our team on either full time, part time or compressed hours contracts. The office is open between Monday to Friday 8am to 6pm. In the future there may be a requirement to work 6 Saturdays a year.

Hybrid working is available and currently staff must work at least two days per week in the office.


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:


  • 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 thirdparty 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

  • 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.

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 right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals wo
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