2391 - Delivery Manager - Nottingham

at  Ministry of Justice

GENERAL INFORMATION

Salary
£24,202
Working Pattern
Full Time
Vacancy Approach
External
Location
Leeds
Region
Yorkshire and the Humber
Closing Date
07-Feb-2025
Post Type
Permanent
Civil Service Grade
AO
Number of jobs available
2
Job ID
2392

DESCRIPTIONS & REQUIREMENTS

Job description

ABOUT US

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly.
Our roles support our court users and colleagues within HMCTS, w people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

YOUR SKILLS AND EXPERIENCE

• Proficient in using IT - helping users navigate our online systems, updating and processing case details.
• Have excellent customer service skills using telephone, webchat, and email to ensure a professional and speedy customer experience.
• Be able to empathise with our customers.
• Promote and support customers to engage digitally and use online applications.
• Be able to 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.

JOB DESCRIPTION ATTACHMENT

• 
  CTSC Support Officer Grade AO role profile.pptx (Job Description Attachment)

EXPERIENCE

We will assess your experience for this role via the following methods
Statement of Suitability

The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings. The Probate sites are responsible for delivering the Probate service in conjunction with the CTSCs.
As a Support Officer your role will be predominately administrative, processing various types of applications from citizens and probate practitioners, addressing queries w required, ultimately aiding in the issuing grants of representation. Further duties may include taking inbound calls from the public and legal representatives, and returning calls as required. Emails, webchat, and other general administrative work may also form part of the role. You will work in a small team supported by a Team Leader and, alongside our in-depth training programme you will have access to our ‘knowledge bank’ (guidance document) to assist in your role.
You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. Customers are often in a difficult and stressful situation and tfore great importance is placed on handling all forms of communication with empathy and understanding.
This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.