Support Officer

3 weeks ago

Newport, United Kingdom HM Courts and Tribunals Service Full time

**Details**:
**Reference number**:

- 327594**Salary**:

- £22,940- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer- AO**Contract type**:

- Permanent**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This position is based at NPS USK HOUSE NEWPORT, NP20 2AGAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
Non-contractual hybrid working is available. Hybrid working arrangements will only be available when it has been established that delivering the service from home can be done effectively.

The transformation of HM Courts and Tribunals Service (HMCTS) is one of the most exciting programmes in central government and will radically change how justice is done. The CTSCs are the Service Centres of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres 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.

**Role Purpose**

This role is the main customer focused role in CTSCs 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**:

- 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.

**Person Specification**
- Good customer service skills with the ability to empathise with end users and ensuring a professional and speedy user experience.
- Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand
- Flexibility to move between roles to support effective and efficient use of resources to meet user’s needs.
- Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service whilst staying within prescribed business parameters.
- Proactive issue resolution - anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.

**Additional Information**

Please refer to the Job Description below for further information on this role.

**Person specification**:

- Please refer to Job Description**Behaviours**:
We'll assess you against these behaviours during the selection process:

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

**Benefits**:

- Alongside your salary of £22,940, HM Courts and Tribunals Service contributes £6,102 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

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.- Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth co

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