Customer Support Officer
1 month ago
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
Job Description:
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
- Provide professional friendly support and guidance to users of online services via a variety of channels (telephone, webchat, email), in line with quality standards, to ensure the delivery of a high quality user-focused service on a daily basis and deliver a service focused on quality as well as timeliness
- 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:
If you are interested in this position, please apply online with your CV in WORD format.
Important:
Successful candidates will be subject to a thorough background and clearance check, including Criminal Record Checks (DBS Checks), Reference Checks (Employment, Education, and any gaps) covering the past three years, as well as Address checks for the past five years. This process may also include obtaining character references and/or other evidence to cover periods of unemployment.
Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
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.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.?
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
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.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
-
Customer Support Officer
6 months ago
Birmingham, United Kingdom Starting Point Recruitment Full timeSPR Careers are proud to be working with a public sector client to recruit for a temporary **Customer Support Officer **located in the Birmingham area. **Working Instructions**: **Hours**: Mon-Thurs 9-5pm, Friday 9-4pm **Pay Rate**: £13.20 per hour **Work Type**:Hybrid - full time in office for training (2 weeks), then hybrid which is 1 day in office per...
-
Customer Support Officer
1 month ago
Birmingham, United Kingdom CV-Library Full timeOur 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...
-
Customer Support Officer
5 months ago
Birmingham, United Kingdom Shaw Trust Full time“Shaw Trust promotes team spirit, inclusiveness and it is an organisation where everybody is somebody. I am proud to be part of this great organisation.” At Shaw Trust we believe everyone has the right to live a decent and dignified life and an opportunity for rewarding work. We are a social purpose organisation challenging inequality and breaking down...
-
Customer Service Officer
2 weeks ago
Birmingham, Birmingham, United Kingdom Niyaa People Ltd Full timeThis role offers the chance to work for a reputable company in Birmingham, with a permanent contract and an easily accessible location via public transport. As a Customer Service Officer, your key responsibilities will be to provide excellent customer service at all times, dealing with high inbound call volumes, ensuring accurate data logging, and supporting...
-
Business Support Officer
6 months ago
Birmingham, United Kingdom Citizen Full time**Basis**: Full time **Work pattern**:Monday to Friday, 37 hours per week **Type**:Permanent **We are brave, we are ambitious, we are honest, and we are Citizen!** Our new build development team delivers over 550 handovers of new properties within the Midlands area every year. As a Business Support Officer, you will be responsible for administration...
-
Office Customer Administration Support
6 months ago
Birmingham, United Kingdom The Apprenticeship Centre Full timeThis is an exciting opportunity to join a dynamic team, that delivers bespoke design, build, and maintenance services to an impressive client list across the UK. As Customer Admin Support, you'll play a crucial role as the initial point of contact for clients, suppliers, employees, and visitors. Develop your skills and start your career now! **Reception...
-
Business Support Officer Grade 3
2 weeks ago
Birmingham, United Kingdom Hays Business Support Full timeYour new company Due to the partnership between Hays and Birmingham City Council, we are looking to recruit a Business Support Officer to join the Adult Social Care team. Being the largest leading local authority in the whole of Europe, Birmingham City Council are renowned for their expertise in public services and endless opportunities. Birmingham City...
-
Customer Liaison Officer
6 months ago
Birmingham, United Kingdom Fortem Solutions Ltd Full time**The Role** Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced and confident experienced and dynamic Customer Liaison Officer to join Fortem, based in Birmingham with travel across the south of the city. The Customer Liaison Officer will work on a full-time basis and will be accountable for the delivery and...
-
Customer Liaison Officer
8 months ago
Birmingham, United Kingdom Fortem Cares Full timeThe Role Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced and confident experienced and dynamic Customer Liaison Officer to join Fortem, based in Birmingham with travel across the south of the city. The Customer Liaison Officer will work on a full-time basis and will be accountable for the delivery...
-
Customer Liaison Officer
8 months ago
Birmingham, United Kingdom Bridge of Hope Full time** Our client who is one of the largest FM providers in the UK are currently recruiting for a Customer Liaison Officer to join their team on Temporary basis or Temp to Perm for the right person to be based on one of their clients sites in Birmingham, West Midlands.** - To provide consultation and support to residents prior to, during and after works to their...
-
Customer Liaison Officer
6 months ago
Birmingham, United Kingdom Fortem Solutions Ltd Full time**The Role** Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced and confident experienced and dynamic Customer Liaison Officer to join Fortem, based in Birmingham with travel across the south of the city. The Customer Liaison Officer will work on a full-time basis and will be accountable for the delivery and...
-
Law Firm Support Officer
2 weeks ago
Birmingham, Birmingham, United Kingdom Law Support Full timeWe are seeking a highly skilled Legal Secretary to support our conveyancing team at Law Support in Birmingham. This is an exciting opportunity for a motivated individual to join a dynamic team and contribute to the success of the company.About the Role:The successful candidate will have previous legal secretarial experience, with excellent communication...
-
Customer Liaison Officer
6 months ago
Birmingham, United Kingdom Midland Heart Full time**The Role** We have an exciting opportunity for a driven individual to join our In-House Maintenance function as a Customer Liaison Officer. This is a great role for individuals who are passionate about providing excellent customer service and ensuring our Tenant's properties remain places people are proud to call home. This is a really exciting time to...
-
Senior Customer Liaison Officer
6 months ago
Birmingham, United Kingdom Niyaa People Full timeWe are currently looking for a Senior Customer Liaison Officer to join a team of well-established property experts, renowned for providing excellent customer service to the communities. This role will be based across the Birmingham area, offering a competitive salary and car allowance! - **Permanent**: - **£35-38k + 3k car allowance**: - **Office and site...
-
Customer Liaison Officer
5 months ago
Birmingham, United Kingdom Equans Full timeCustomer Liaison Officer **Offer ID**: - 58608**Contract type**: - Permanent**Schedule**: - Full-Time**Country**: - United Kingdom**Equans is looking for a Customer Liaison Officer to join our team in Birmingham on a permanent basis. This is a full time role. On offer is a competitive salary, company vehicle and benefits package.** **WHAT WILL YOU...
-
Customer Liaison Officer
1 week ago
Birmingham, United Kingdom Boden Group Full timeBoden Group are currently recruiting for a Customer Liaison Officer for a Social Housing provider based in Birmingham. The role will be a mix of office and site based, so it would be beneficial to be a driver with your own vehicle. The role will consist of the following; - Calling around customers / tenants and booking in surveys - Finding out the...
-
Customer Liaison Officer
1 week ago
Birmingham, United Kingdom CV-Library Full timeBoden Group are currently recruiting for a Customer Liaison Officer for a Social Housing provider based in Birmingham. The role will be a mix of office and site based, so it would be beneficial to be a driver with your own vehicle. The role will consist of the following; - Calling around customers / tenants and booking in surveys - Finding out the...
-
Security Officer(Mobile Driver)
6 months ago
Birmingham, United Kingdom Premier Support Services Full time**We are looking to recruit 1 x Security Officer, shift patten of 4 on 4 off times 18:30 - 06:30.** **Night shifts** **Working in Midland Branch (Birmingham head office)** **Pay Rate - 11.75 Per Hour** **Applicants 25 years old and above only.** We are seeking a professional security officer with a Valid SIA License to work at one of our clients...
-
Customer Experience Support Officer
5 months ago
Birmingham, United Kingdom Midland Heart Full time**The Role** Our Customer Experience team is growing! You’ll join a highly professional and dedicated team who deliver a customer complaints and safeguarding service, where you’ll provide comprehensive administrative support across the team. This is a fast-paced where you’ll be responsible for: - Manning the Customer Experience inbox and responding...
-
Housing Needs Officer
1 week ago
Birmingham, United Kingdom Hays Business Support Full timeYour new company Hays are the exclusive recruiting partner for Birmingham City Council, Sandwell Council, Coventry Council and Solihull Metropolitan Borough Council, we are currently looking for candidates to join their teams on a full-time, temporary basis. Being the largest leading local authority in the whole of Europe, Birmingham City Council are...