Operational Support Officer

Proud to serve. Proud to keep justice going.

Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. 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.

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users, which could include members of the judiciary and the legal profession.

You will be adaptable, able to multi-task and effectively carry out a variety of duties, both office-based and in a court, which will include:

• Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
• Creating and updating records digitally, interpreting information required on a court file accurately.
• Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
• Supporting the smooth running of court proceedings, preparing court /hearing rooms and ensuring court runs efficiently.
• When required, you will be an essential first point of contact for all court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

• Customer service skills; ability to work in a service-led customer-facing environment.
• Digital and administrative skills; with excellent attention to detail.
• Communication and organisational skills. Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilience and empathy to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver business objectives.

Please refer to the role profile attachment for more information.

Lead Criterion:
Statement of Suitability. A sift based on the statement of suitability only, may be held if a large number of applications are received.

These operational roles are customer facing, requiring successful applicants to be court based to provide HMCTS services to the public.

Standard full time working hours are 37 hours per week (Monday to Friday). HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.