Operational Support Officer

Operational Support Officer (Customer Service) - Gateshead

Temporary assignment – until March 2027

Pay – £12.86 per hour

Full time – Monday to Friday 37 hours

Must be able to work office based

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings.
• Providing users and stakeholders with support via face‑to‑face engagement, telephone (incoming and outbound), and written correspondence, including those with complex needs.
• Using HMCTS service scripts and knowledge articles to direct users to relevant services and ensure they receive accurate, tailored information.
• Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating systems as needed.
• Identifying risks related to HMCTS buildings, informing the Senior Person on Site (SPoS), and providing immediate responses when required.
• Processing work in line with standard operating procedures to meet performance and service standards.
• Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
• Handling jury service tasks such as selection, deferrals, reassignments, and attendance tracking, including processing expenses and court fees.
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters.
• Providing judicial support through diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments, fine collection, and producing basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

• Strong organisational skills with attention to detail.
• Excellent communication skills, capable of supporting diverse user needs.
• Ability to handle sensitive information securely and professionally.
• Experience in administrative or customer service roles, ideally within a legal or government setting.
• Proficiency with standard office systems and procedures.
• A proactive approach to problem‑solving and risk management.
• Commitment to delivering high standards of service and compliance.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex‑military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.