Support Officer

Salary
- £22,940

Number of jobs available
- 11

Detail of reserve list
- 12 Months

Region
- Wales

City/Town
- Newport

Building/Site
- NPS USK HOUSE NEWPORT, NP20 2AG

Grade
- AO

Organisation Grade for MoJ
- AO

Post Type
- Permanent

Working Pattern
- Full Time

Role Type
- Operational Delivery

Will the successful applicant have line manager responsibilities?
- No

Job description

**Proud to serve. Proud to keep justice going.**

Our Courts & Tribunals Service Centre (CTSC) Support Officers play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

**About us**

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly.

Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

**Your role**

The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.

**Your skills and experience**
- Proficient in using IT - helping users navigate our online systems, updating and processing case details.
- 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.

**For a full job description, please read supporting document 1 included below before applying.**

**Further details**

The office is open Monday-Friday from 07.30am to 06.00pm We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08.00am-04.00pm. All of our staff are expected to work 6 Saturdays per year on a rota basis.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available when it has been established that delivering the service from home can be done effectively._ _We cannot facilitate requests for a particular work from home/working in the office schedule.

**Training**

There is a 1-week induction that is full time but can be worked from home, following this a full-time 7-week training academy will commence, this is office based / in person.

Welsh Job Description
- CY - CTSC AO Advert - Newport June '24.docx - 18KB
- Converted File CY - CTSC AO Advert - Newport June '24.docx.pdf - 41KB

Welsh desirable or essential
- Desirable

The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Additional Information

**Working Arrangements & Further Information**

**Flexible working hours**

**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**