Ctsc Support Officer

3 weeks ago

Newport, United Kingdom Ministry of Justice Full time

**CTSC Support Officer - Newport - 75688**
**£21,775**
**Newport**:
**HM Courts and Tribunals Service**:
**Directorate: CTSC**:
**Grade: AO**:
**Job Title: Support Officer**:
**Location: Newport**:
We have a number of fantastic opportunities to join our team on either full time, part time or compressed hours contracts. We can offer a range of working patterns and shifts to suit your personal circumstances between Monday to Friday 8am to 8pm (6pm currently) and Saturdays 8am to 4pm. There is a two-week induction that is full time but worked from home; and a 6-week training academy which is office based and full time where possible.

We also currently offer 50% hybrid working patterns. Colleagues working in the office enjoy the benefits of a free parking arrangement although this cannot be guaranteed indefinitely.

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**
- 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.

**Additional Information**

During the Interview you will be assessed on the following behaviours:

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

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

**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 p

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