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Ctsc Support Officer

3 months ago

StokeonTrent, United Kingdom Ministry of Justice Full time

**CTSC Support Officer - Stoke - 74531**
**£21,775**
**Stoke-on-Trent**:
**CTSC Support Officer Stoke - Full or Part Time**:
**Who are we?**:
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.

Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses - we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

**What will you be doing?**:
We can offer a range or working patterns and shifts to suit your personal circumstances between Monday to Friday 8.00 am to 8.30 pm (currently 6.00 pm) and Saturdays 8.00 am to 4.00 pm maybe introduced in the future.

Part time shifts and working patterns will be discussed at interview stage and agreed at offer stage. In addition to flexible shift patterns, we also offer hybrid working whereby you can work a minimum of two days a week in the office and the remaining days from home.

**Key accountabilities include**:

- Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
- Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third-party supplier.
- To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different CTSC Support Officer.
- Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.

You will;
- Be able to empathise with our customers;
- Be able 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.

**Other duties**

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

**Support when applying**

**Salary**:
£21,775

**Additional Information**:
**Working Arrangements & Further Information**:
**Flexible working hours**:
The Ministry of Justice offers a flexible working system in many offices.

**Benefits**:
The MoJ offers a range of benefits:
**Annual Leave**:
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

**Pension**:
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

**Training**:
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

**Networks**:
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

**Support**:

- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.

**Working for the Civil Service**:
The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To the Civil Service Commission (details available here)