Operational Support Officer

Operational Support Officer (HMCTS) - Sunderland

Temporary assignment until March 2027.

Full time – Monday to Friday, 37 hours per week.

Pay – £12.86 per hour.

Sunderland county court.

Are you organised, detail-oriented, and committed to delivering excellent customer service? We're looking for a dedicated Operational Support Officer to join a busy team in Sunderland, supporting HMCTS operations and ensuring smooth court processes.

• Undertake all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
• Provide users and stakeholders with clear guidance and support via face‑to‑face engagement, telephone calls (incoming and outgoing), and written correspondence, including those with complex needs.
• Use HMCTS service scripts and knowledge articles to direct users to relevant services and information.
• Support users through complaints procedures, offering immediate assistance to prevent escalation, and updating systems as required.
• Identify risks related to HMCTS buildings, inform the Senior Person on Site (SPoS), and respond promptly to safety concerns.
• Process work in line with standard operating procedures to meet performance targets and maintain service standards.
• Manage case files with accurate data entry, secure information handling, and compliance with data retention policies.
• Handle jury service tasks such as selection, deferrals, reassignments, and attendance tracking, including processing expenses and court fees.
• Assist with listing and scheduling to optimise judicial time and respond to urgent matters efficiently.
• Provide judicial support through diary management and administrative assistance.
• Support enforcement activities, including financial assessments and fine collection, and produce basic reports.
• Contribute to health and safety operations, including facility checks, issue logging, and safety governance.

• Strong organisational and administrative skills.
• Excellent communication skills, with the ability to support users with diverse needs.
• Ability to follow procedures accurately and work effectively under pressure.
• Good IT skills, including data entry and document management.
• A proactive approach to safety and risk management.
• Experience in a customer service or administrative role is desirable.
• Knowledge of court or legal processes is a plus but not essential.

Location:

Sunderland.

We are an equal opportunity employer. We support the Armed Forces Covenant and guarantee interviews for veterans and spouses/partners of military personnel who meet the essential criteria. We also provide accommodation for candidates with disabilities.