Customer service officer

Customer Service Officer – HMCTS (North Shields)

Pay – £12.86 per hour

Monday – Friday – 37 hours per week

Temporary assignment until March 2027

Must have valid right to work and be able to pass a DBS.

Our client, a reputable government organisation, is hiring for a Customer Service Officer to join their team in North Shields. This is a fantastic opportunity to contribute to the justice system by providing vital support and ensuring smooth court operations.

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings.
• Assisting users and stakeholders through face‑to‑face engagement, telephone calls (incoming and outgoing), and responding to correspondence in various formats.
• Providing clear, consistent information to users, including those with complex needs, to help them participate effectively in justice processes.
• Using HMCTS service scripts and knowledge articles to direct users to relevant services and support.
• Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating relevant systems.
• Identifying risks related to HMCTS buildings and informing the Senior Person on Site as needed.
• 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 data retention protocols.
• Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses.
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters.
• Providing judicial support such as diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments and producing basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

• Strong organisational skills and attention to detail.
• Excellent communication skills, with the ability to engage professionally across multiple contact methods.
• Ability to handle sensitive information with discretion and maintain confidentiality.
• Experience in administrative support or customer service roles is desirable.
• Knowledge of court or legal processes is advantageous.
• Ability to work effectively under pressure and adapt to changing priorities.
• A proactive approach to problem‑solving and risk identification.

North Shields

This role offers a rewarding chance to support the justice system and make a positive impact. If you’re organised, empathetic, and eager to contribute to a vital public service, we want to hear from you!

Apply now to join a dedicated team committed to delivering fair and efficient justice services.

Brook Street is proud to support the Armed Forces Covenant and guarantees an interview with 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), offers 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. 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 the essential criteria, Brook Street will interview the best candidates from within that group.