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

HM Courts and Tribunals Service
HM Courts and Tribunals Service
Verified Company
Stoke-on-Trent, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Part time
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:
  • 50Contents
Location

About the job


Benefits:

Things you need to know

Location

  • This position is based at STOKE-ONTRENT, ST1 2QBAbout the job

Job summary:


  • Please refer to Job Description
    Job description:

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 or working patterns and shifts to
suit your personal circumstances between Monday to Friday 8am to 8.30pm (currently 6.30pm) and Saturdays 8am to 4pm 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 will be working 2 days a week in the office, for the remaining days you are able to work from home.


Role Purpose


This role is within one of our customer contact teams in the 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

  • 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.

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, 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 basic personnel security standard 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
Working for the Civil Service:

  • The Civil Service Code sets out the standards of behaviour expected of civil servants.
  • We recruit by merit on the basis of fair and open competition, as
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