Support Officer

4 weeks ago

Leeds, United Kingdom HM Courts and Tribunals Service Full time

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

- 293762**Salary**:

- £21,775**Job grade**:

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

- Permanent**Type of role**:

- Operational Delivery**Working pattern**:

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

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- These positions are based at York House Leeds, LS1 2EDAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
**Job Title**:CTSC Support Officer

**Grade**:AO

**Location**:Leeds 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**

**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**:

- 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

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