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Support Officer

4 months ago

Newcastle upon Tyne, United Kingdom Ministry of Justice Full time

**Support Officer - Newcastle Probate - 75582**
**£21,775**
**Newcastle-upon-Tyne**:
**Job Title**:CTSC Support Officer

**Grade**:AO

**Location: Newcastle Probate**

**About us**

Are you interested in developing a career with a real purpose? We are looking for individuals who are committed to public service and to make a difference in people’s lives to deliver justice. If this sounds like you, please apply.

HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Joining us is a chance to play a pivotal role in the smooth running of our Courts and Tribunals, which give people and businesses access to potentially life-changing justice. Not only will your work be of crucial importance for those who use our services, you’ll be able to build a varied, challenging and rewarding career.

The Courts and Tribunals Service Centres 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. Satellite sites to the CTSC process paper and legacy services, providing essential skills and knowledge to support reform and transition of the services to online.

**What will you be doing?**

This role is the main customer-facing role in CTSC 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. This may also involve in Satellite sites, the handling of paper processing and administrative tasks as services reform.

**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**

**Essential Criteria**:

- Be able to empathise with our customers.
- 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.
- Strong organisational skills with ability to prioritise daily tasks to meet user needs.

**Desirable Criteria**
- Knowledge and understanding of Probate
- The ability to make decisions based on a range of information provided and defined processes to administer Probate.

**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