Support Officer

4 months ago

Leicester, United Kingdom Ministry of Justice Full time

Salary 1
- £22,940

Number of jobs available 1
- 10

Detail of reserve list 1
- 12 Months

Region 1
- East Midlands

City/Town 1
- Leicester

Building/Site 1
- LEICESTER ARNHEM HOUSE AIT LEICESTER, LE1 6LR

Grade 1
- AO

Organisation Grade for MoJ 1
- AO

Post Type 1
- Fixed Term

Duration of appointment 1
- Up to 12 months

Working Pattern 1
- Full Time

Role Type 1
- Operational Delivery

Job description 1

**HM Courts and Tribunals Service**

**Directorate: CTSC / National Services**

**Grade: AO**

**Job Title: Support Officer**

**Location: Leicester - Arnhem house**

**12-month fixed term contract.**

**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.

**Support Officer - Leicester - Arnhem House**

The Courts and Tribunals Service Centres (CTSCs) provide hubs for telephony, assisted digital, case progression and hearing support, and will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

**Ways of working**:
Non-contractual hybrid working is available, the days worked at home and in the office will be discussed and agreed by the business on appointment. Hybrid working arrangements will only be available when it has been established that delivering the service from home can be done effectively._ _

Induction and training may be located at Loughborough for a period of 8 weeks.

**Role Purpose**

This role is the main customer-facing role and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users.

**Key accountabilities include**:

- Assess customer cases to progress where appropriate to the next stage.
- Identify users requiring extra/different support and undertake basic assessment of 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 HMCTS policy and procedures ensuring the complaint has been handled fairly. Update the system to prevent duplication of work.
- Keep knowledge up to date via articles with all procedural changes.

**Person Specification**
- Be able to empathise with our customers.
- Be able to explain information clearly to reassure and provide accurate information for customers.
- Be flexible and adaptive to support business needs.
- Proactively resolve routine problems and escalate serious issues.

**Please refer to the Role Profile attached below for further information on this role.**

The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Additional Information 1

**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 em

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