Support Officer – Leeds (Ref: 2392)

Contents

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

These positions are based at YORK HOUSE LEEDS, LS1 2ED

About the job

Job summary

Please refer to job description.

Job description

Proud to serve. Proud to keep justice going.

Our Courts & Tribunals Service Centre (CTSC) Support Officers play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role. 

About us

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice 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. The Probate sites are responsible for delivering the Probate service in conjunction with the CTSCs.

As a Support Officer your role will be predominately administrative, processing various types of applications from citizens and probate practitioners, addressing queries where required, ultimately aiding in the issuing grants of representation. Further duties may include taking inbound calls from the public and legal representatives, and returning calls as required. Emails, webchat, and other general administrative work may 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 you 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 are often in a difficult and stressful situation and therefore great importance is placed on handling all forms of communication 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.

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

Further details

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 (between the hours of 08:00 and 17:00, Monday-Friday).

Hybrid working is currently unavailable due to the nature of these roles – successful candidates will be required to be on site each day.

Training

Full training will be provided through a mixture of online and in person training. 

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 £24,202, HM Courts and Tribunals Service contributes £7,011 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 employer contribution of 28.97%
• 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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

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://jobs.justice.gov.uk/careers/JobDetail/2392?entityId=2392

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