Operational Support Officer

Full Time, Part Time, Part Time/Job Share, Flexible Working

Vacancy Approach

External

Location

Salford

Region

North West

Closing Date

16-Sep-2026

Post Type

Permanent

AO

Number of jobs available

36

Reserve List

12 Months

Job

21668

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services provide excellent telephone and administrative support to court users.

This position is predominately telephone-based and our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

About us

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

Our National Service teams offer a wide range of support which includes assisting customers via the telephone, providing digital assistance, facilitating audio and video hearings, as well as supporting case progression and court hearings.

We support multiple judications such as Social Service and Child Support, Family Public Law, Probation, Crime, Immigration and Asylum, Divorce, Online Civil Money Claims, Special Education Needs and Disability Tribunal (SEND), Mental Health Tribunal and the Single Justice Service.

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 role

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work.

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. You will be supported by a Team Leader and, alongside our in-depth training programme, will have access to ‘SHELF’ (guidance document) to assist in your role.

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

• Taking inbound calls from the public and legal representatives and returning calls as required.
• Communicating effectively with the public, other court and tribunal users and representatives of other agencies and organisations.
• Delivering a high standard of customer service, responding to enquiries with empathy and understanding, particularly in situations where individuals may be under stress or facing challenging circumstances.
• Using email and webchat and undertaking general administrative work.
• Interpreting information to accurately update digital records.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led environment.
• Good digital and administrative skills; with excellent attention to detail.
• Effective communication and organisational skills.
  
  Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilient and empathetic to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Please refer to the role profile attachment for more information.

The office is open Monday-Friday from 08:00 to 18:00.

Standard full time working hours are 37 hours per week. We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 8am - 4pm. All staff arerequiredstaff to work 6 Saturdays per year on a rota basis.

Applications for part-time working will be considered, however due to the nature of the role the minimum we could consider is 16 hours per week.

Mondays and Fridays are unlikely to be approved for non-working days due to current business need.

HMCTS…