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.

About us

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.

Your role

Working as part of a team, you will contribute to the overall operational 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. Regular contact with court and tribunal users and members of the judiciary will be required.

• Prepare papers and files for court, tribunals and hearings, handling sensitive information and ensuring accurate outcomes.
• Create and update digital records, interpreting information required on court files accurately.
• Communicate with the public, judiciary, other court and tribunal users and representatives of other agencies.
• Support the smooth running of court proceedings, preparing hearing rooms and ensuring efficient court operations.
• Act as the first point of contact for all court users, including vulnerable witnesses and their legal representatives.

• Customer service skills and experience in a service‑led, customer‑facing environment.
• Digital and administrative skills with excellent attention to detail.
• Strong communication and organisational abilities; confident in person, over the telephone, digitally and in written communication.
• Resilience and empathy to handle sensitive information and situations.
• Team player who works collaboratively and flexibly to deliver business objectives.

• Standard full‑time working hours are 37 hours per week (Monday to Friday). Part‑time, flexible and job‑sharing arrangements are available where they meet the demands of the role.
• Posts are based at Leicester Crown Court with travel to Leicester Magistrates’ Court and Loughborough Magistrates’ Court.

• Annual leave: 25 days on appointment, increasing to 30 days after five years of service.
• Scheme to buy or sell up to three leave days per year; additional paid time for public holidays and one privilege day.
• Pension: choice of Civil Service pension schemes.
• Training: extensive range of staff development opportunities.
• Family‑friendly policies and flexible benefits.

We recruit by merit on the basis of fair and open competition. All applicants are encouraged to raise any concerns about the recruitment process through the Civil Service Commission. The Civil Service welcomes applicants from diverse backgrounds and is a disability confident employer.