Customer Service Administration Associate

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Crown Office and Procurator Fiscal Service Full time

Position Overview

This role presents an excellent entry-level opportunity for individuals interested in a dynamic administrative and customer service-oriented position.

Whether you are embarking on your career journey or possess prior administrative experience and seek a new direction, a keen interest in the Criminal Justice Sector is essential.

As part of a collaborative team, you will deliver exceptional service to colleagues and service users, including victims, witnesses, and defense representatives.

This position serves as a gateway into the Civil Service, allowing you to contribute meaningfully to the Scottish Criminal Justice System.

Role Responsibilities

This entry-level position within the Crown Office and Procurator Fiscal Service encompasses various roles across our primary services, including Local Court, Specialist Casework Group, and Operational Support and Business Services.

Your focus will be on administration and customer service, providing vital support to legal teams preparing cases for court proceedings.

Comprehensive training will be provided to assist with a variety of tasks that may change daily. Responsibilities include:

  • Managing inquiries from the public via phone.
  • Administering legal documents and preparing evidential packages for trial use.
  • Updating witnesses with pertinent court information.
  • Efficiently managing busy digital mailboxes and physical files.

Key Duties

  • Deliver essential administrative support, including the management of digital mailboxes.
  • Provide outstanding customer service to victims, witnesses, agencies, and other services.
  • Assist Legal Services in fulfilling their responsibilities.

Specific Tasks

  • Maintain and update digital records, ensuring the accuracy of personal information for victims, witnesses, and the accused.
  • Record court outcomes and evidence packages within our case management systems.
  • Prepare legal documents through printing, scanning, and copying as necessary.
  • Coordinate witness attendance for court dates, occasionally collaborating with law enforcement for assistance.
  • Manage incoming and outgoing mail, including documents from various agencies and legal representatives.
  • Process and execute warrants for witnesses and individuals accused of crimes.
  • Handle and manage evidence disclosures for ongoing and upcoming cases.

Note: This list is not exhaustive, and additional duties may be assigned as required.

Candidate Profile

This role emphasizes administrative skills, and candidates should demonstrate relevant knowledge or experience in administrative functions. If lacking direct experience, candidates must possess a minimum of 5 National 5 qualifications at grades A-C (including English) or equivalent. Additionally, candidates should exhibit:

  • Effective verbal and written communication skills, with the ability to navigate challenging conversations.
  • Patience and the ability to perform well under pressure, contributing to team and organizational goals.
  • Proactivity and accountability for personal performance and actions.
  • The ability to cultivate positive working relationships and maximize collaboration.
  • Strong organizational skills to meet tight deadlines and plan work effectively.
  • Confidence in utilizing Microsoft products (Word, Excel, MS Teams, and Outlook).

Assessment Criteria

During the selection process, candidates will be evaluated based on the following behaviors:

  • Communication and Influence
  • Quality Service Management
  • Timely Delivery

Compensation and Benefits

In addition to a competitive salary, the Crown Office and Procurator Fiscal Service offers a generous pension contribution, flexible working hours, and a family-friendly work environment. Benefits include:

  • 25 days of paid holiday plus public and privilege holidays (increasing to 30 days after four years).
  • Significant employer contributions to the Civil Service Pension scheme.
  • Access to the Cycle to Work Scheme and Season Ticket Loans.
  • Employee Wellbeing Support, including Mental Health First Aiders and an Employee Assistance Programme.

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