Administrative Officer (Telephony) – Bury St Edmunds (Ref: 90595)

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

This position is based at Bury St Edmunds County, IP33 1TR

About the job

Job summary

Please refer to Job Description

Job description

Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital for the HM Courts & Tribunals Service (HMCTS) National Business Centre (NBCs). Customers calling the NBCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

About us

HMCTS is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. NBCs manage centralising administrative and contact functions in HMCTS. 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 

Our Contact Centres are the core of our National Business Centres (NBCs), delivering great customer service to enable Justice. As a Contact Centre Representative, you will be passionate about delivering excellent customer service working in an inbound call centre and will field calls from the public seeking assistance in either Civil or Family matters.

You will be dealing with queries from customers in relation to their ongoing cases, in areas such as divorce, child arrangement orders, financial orders following divorce, harassment and care cases.

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

In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. 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.

Your skills and experience 

With a friendly and approachable manner, you’ll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers. You’ll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages. You’ll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment. 

For a full job description, please read supporting document 1 included below before applying.

Further details:

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. Please note that a minimum of 3 full days per week will be required as part of the role, which includes Monday and Fridays as required working days. This will be discussed on a case-by-case basis and will need to be agreed by the business. 

The Contact Centre offers a service between 8:30 – 17:00 and you will be required to work between these times on a scheduled basis.

Successful candidates would be required to work at Triton House, Bury St Edmunds, although there is non-contractual hybrid working where the business need allows. We cannot facilitate requests for a particular work from home/working in the office schedule.

Person specification

Please refer to Job Description

Behaviours

We’ll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £22,940, HM Courts and Tribunals Service contributes £6,645 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com
• Telephone : 0845 241 5359

Recruitment team

• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

https://justicejobs.tal.net/vx/appcentre-1/brand-2/candidate/so/pm/1/pl/3/opp/90595-90595-Administrative-Officer-Telephony-Bury-St-Edmunds/en-GB

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