Support Officer

at  Ministry of Justice

Salary
£24,202
Number of jobs available
12
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
Role Type
Operational Delivery
Will the successful applicant have line manager responsibilities?
No
Job description

ABOUT US

HM Courts & Tribunals Service (HMCTS) is 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, where 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.

TRAINING

There is a 1-week induction that is full time but can be worked from home, following this a full-time 7-week training academy will commence, this is office based / in person.
Welsh Job Description
cy-CTSC AO Advert - Newport Oct ’24.docx – 25KB Opens in a new window
Converted File cy-CTSC AO Advert - Newport Oct ’24.docx.pdf – 53KB Opens in a new window
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

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.
As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will 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, 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 calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls 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.