Operational Support Officer

An Operational Support Officer post in HMCTS's National Services team, which enforces court fines, confiscation orders and police fixed penalties. The work covers telephone, email and webchat support for court users, with data entry, case progression and record updates. Regular contact with judiciary and legal representatives, with hybrid working possible and part-time or job-share patterns considered. A DBS standard check applies, and interviews are expected in person in mid-November.

• Providing telephone, email and webchat customer service to court and tribunal users
• Progressing cases through the court and tribunal system
• Data entry of paper and digital work, telephony, customer complaints and correspondence
• Communicating with the public, court users and representatives of other agencies
• Responding to enquiries with empathy, including with people under stress
• Interpreting information to update digital records accurately
• Carrying out general administrative work
• Contributing to team operational, performance and service standard targets
• Regular contact with court users, including judiciary and legal professionals

• Customer service experience
• Administrative and IT experience

• Good digital and administrative skills
• Excellent attention to detail
• Effective written and verbal communication, including in person, by phone and digitally
• Organisational skills
• Resilience and empathy when handling sensitive information and situations
• Able to work collaboratively and flexibly as part of a team

• DBS standard check
• Eligible under Civil Service nationality rules

• 25 days annual leave, rising to 30 after five years' service
• Scheme to buy or sell up to three days' leave each year
• Public holidays and one privilege day
• Choice of Civil Service pension schemes
• Training and development opportunities
• Employee-run networks
• Flexible benefits and discounts
• Paid paternity, adoption and maternity leave, and free annual sight tests for screen users