Admin Officer

CTSC - Admin Officer

Brook Street have a great temporary opportunity to work with CTSC in Newport for a 6-month period. Please see below details and apply direct if you feel you have the necessary transferable skills and interested in this position.

Start date - Mid March
Length of assignment - 6 months
Pay - 12.36 per hour for the first 12 weeks increasing to 13.25 there after
Basic DBS check will be carried out

About CTSC:

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly.

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, please apply.

Your role

The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will also form part of the role. You will work in a small team supported by a Team Leader and, alongside our in-depth training programme, will have access to our 'knowledge bank' (guidance document) to assist in your role.

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. Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we're constantly investing in digital solutions to improve the way we deliver justice.

Your skills and experience

Proficient in using IT - helping users navigate our online systems, updating and processing case details.

Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience.

Be able to empathise with our customers.

Promote and support customers to engage digitally and use online applications.

Be able to explain information clearly so our customers feel reassured, and they know what they need to do.

Be flexible and adaptive to support business needs.

Proactively resolve routine problems and escalate serious issues.

Further details

The office is open Monday-Friday from 07.30am to 06.00pm We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08.00am-04.00pm. All our staff are expected to work 6 Saturdays per year on a rota basis. There is also the option to work voluntarily on bank holidays.

To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours are between 8:00am and 6:00pm.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Training…