Operational Support Officer

Overview

HMCTS Operational Support Officers within Criminal Fines Collection and Enforcement support the recovery of criminal fines and financial penalties imposed by the courts. The role involves managing case information, communicating with the public and stakeholders, making enforcement decisions and preparing cases for court hearings.

• Create and update case records on HMCTS computer systems and relevant external databases.
• Answer and make telephone calls, provide advice on forms and court procedures and give excellent customer service.
• Make enforcement decisions within current guidelines using telephone and text message chasing tools.
• Prepare cases for court hearings and serve court documents.
• Process payments received for fines and fees – accurately receipting, reconciling and banking in accordance with policy.
• Enforce Confiscation Orders, update case management systems and coordinate with internal and external stakeholders.
• Handle calls in a calm, empathic and non‑judgmental manner and manage high caseloads efficiently.

• Excellent written and verbal communication skills.
• Strong empathy, customer‑focus and problem‑solving ability.
• Ability to prioritise and multi‑task in a busy environment.
• Proficiency with computer software and case‑management systems.
• Previous experience in customer service or administrative support is desirable.

• Competitive salary within the civil service pay range.
• Defined working hours of 37 hours per week – part‑time and flexible working arrangements are available.
• Comprehensive pension scheme.
• Wide range of training and development opportunities.
• Family‑friendly policies and additional leave benefits.

HMCTS welcomes applicants from all backgrounds. The Ministry of Justice is a disability confident employer and provides reasonable adjustments to the recruitment process for disabled candidates.