21473 - Operational Support Officer

Allscreens Nationwide Ltd; Gloucester; On-site; GBP 22,000 - 26,000; Full time

Job summary

HM Courts & Tribunals Service in Gloucester is seeking an Operational Support Officer to deliver excellent customer service and administrative support to court and tribunal users, judiciary and management. The role involves progressing cases, handling records, and maintaining hearings and court room readiness.

The position is based at Gloucester Crown and County Court, with full-time hours Monday to Friday and occasional Saturday work as required by business needs.

Qualifications

• Strong customer service skills in a service-led environment.
• Good digital and administrative skills with attention to detail.
• Effective communication and organisational abilities in person, on the phone, digitally and in writing.
• Resilient and empathetic handling sensitive information and situations.
• Collaborative and flexible in delivering HMCTS objectives.

Responsibilities

• Prepare papers and files for court, tribunals, hearings and meetings, handling sensitive information and accurately resulting outcomes.
• Create and update records digitally, interpret information for court files.
• Communicate with the public, judiciary, other court/tribunal users and external agencies.
• Support the smooth running of court proceedings and prepare court/hearing rooms.
• Be the first point of contact for court users when required, meeting members of the public and possibly vulnerable witnesses.

Skills

Customer service

Digital skills

Communication

Organisation

Team player

Job description

This position supports the Magistrates’ Court administration team and is based at Gloucester Crown and County Court, Kimbrose Way, Gloucester, GL1 2DE.

Proud to serve. Proud to keep justice going.

Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. 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,

Your role

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users, which could include members of the judiciary and the legal profession.

You will be adaptable, able to multi-task and effectively carry out a variety of duties, both office-based and in a court, which will include:

• Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
• Creating and updating records digitally, interpreting information required on a court file accurately.
• Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
• Supporting the smooth running of court proceedings, preparing court /hearing rooms and ensuring court runs efficiently.
• When required, you will be an essential first point of contact for all the court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led customer-facing environment.
• Good digital and administrative skills; with excellent attention to detail.
• Effective communication and organisational skills. Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilient and empathetic to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Please refer to the role profile attachment for more information.

Lead Criterion: Statement of Suitability

A sift based on the statement of suitability only, may be held if a large number of applications are received.

These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. This is a business-critical role requiring full time hours Monday to Friday. Applications for compressed hours cannot be considered.

Saturday Working

This role will require you to work Saturdays. Your working pattern will be confirmed by your line manager and on the occasions, you are required to work Saturdays you will be allocated a day off in lieu based on business needs. There is no requirement to work Sundays. Up to 2 Saturdays per month that will be agreed in line with business need on a rota basis.