Customer Support Officer

Our client HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. HMCTS provides administrative support for the legal system across England and Wales, ensuring justice works for everyone.
Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants and commercial businesses - HMCTS has a responsibility to administer a justice system that is accessible to everyone and operates efficiently.

**Position**: Full-Time Temporary Customer Support Officer
**Contract**: Until March 2025 with the possibility of extending
**Working Hours**: Monday to Friday, 37 hours per week - Hybrid - 2 days home based and 3 office based
**Hourly Rate**: £11.59 per hour

This role is the main user-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 immediate, short-term needs of service users. Duties will include but not be limited to
- Triage users to relevant services, using HMCTS prescribed service scripts and knowledge base on a daily basis, to ensure users get the right information they need at the right time, so that everyone understands what is needed and what will happen
- Jurisdiction-related administration using HMCTS predefined protocols and processes to process non-automated work
- Undertake case-readiness assessment and progress the case to the next phase, and providing information to allow users to understand what the next stage is and what they can expect next
- Identify users requiring extra/different support and undertaking basic assessment of users' Assisted Digital needs, in accordance with procedure and referring suitable cases to a third party supplier on a daily basis, to ensure users understand and can participate in the new digital process
- 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, to be able to provide users with the right information, when they need it with no delay or confusion
- Proactively engage with HMCTS workforce planning / shift allocation tools to ensure business requirements are being met
- Work as part of the team in considering continuous improvements necessary for effective delivery and feeding these into the wider CI channels

**Requirements**:

- Able to follow well established processes and detailed instructions.
- Strong administrative skills with proficiency in Microsoft Office packages
- Excellent communication skills, both written and verbal.

**Benefits**:

- Weekly pay, holiday and pension scheme
- Hybrid

**Application Process**:
**Important**:
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.