Administrative Officer Cwmbran

**Administrative Officer Cwmbran - 67830**
**£21,775**
**Cwmbran**:
**Background and key purpose of the role**

Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within HM Courts and Tribunals Service (HMCTS). The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for courts and tribunals receiving up to 10,000 calls per week.

The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.

The contact centre offers a service between 9:00 - 17:00 Monday to Friday and contact agents are required to work between these times on a scheduled basis.

The Cwmbran office is in the middle of the town centre with free all-day parking. Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.

Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. It is not intended that each post will be responsible for the full range of duties.

**Key responsibilities may include**:
**Drafting**
- To maintain accurate and concise notes on the appropriate operating systems following each telephone call.

**Operations**
- To answer a broad spectrum of telephone enquiries for all regional areas covered by the centre.
- To be able to note up records in an efficient manner, whilst holding the discussion with the customer.
- To be able to actively listen, is a fundamental skill and as such is an essential part of the role.
- To work as a team to ensure Team Information Board (TIB) meetings are relevant, timely and productive.
- To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects.
- To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues.
- To be responsible for own development and be flexible with assisting other business areas when required.
- To look for innovative ways to continually improve the customer experience through the use of problem solving tools.
- Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy.
- Care taken of your own health & safety and that of people who may be affected by what you do (or do not do). To co-operate with others on health & safety issues & not interfere with, or misuse anything provided for health, safety or welfare.
- To perform ad hoc duties within the grade (and with adequate training) as required by the line manager.

**Checking and verifying**
- Checking case details for compliance where amendments have been made to accounts or customers first knowledge of offence
- Signposting customers to the correct areas where enquiries need redirecting
- To keep up to date with knowledge relating to the organisation. Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job.

**Collecting and assembling information**
- Post holders will need to modify and adjust information and make decisions to ensure relevant guidance is given to customers
- Post holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.
- To collect data accurately using a call logger and/or manual survey to support the reduction of calls in line with the agreed call reduction strategy.
- To record praise and complaints on the HMCTS centralised database where required.
- Complete data loss and incident forms accurately and take any necessary action to control risk.

**Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations**
- To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.

**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.

**Success Profiles Assessment approach**

The Civil Service has defined a set of behaviours that, when demonstrated, are associated with job success. Civil Service Behaviours are specific to the grade level of the job role.

The examples of the behaviours are designed to give an overview of what is ex