23346 - Operational Support Officer

The Methodist Church in Britain; Newsham; Hybrid; GBP 25,000 - 30,000; Part time

Benefits offered by this job

25 days annual leave

Leave purchase/sale scheme

Public holidays and privilege day

Civil Service pension options

Training and development opportunities

Flexible benefits and discounts

Family leave support

Job summary

HM Courts & Tribunals Service in the United Kingdom is seeking an Operational Support Officer in the National Services team. The role covers customer service via telephone, email and webchat, with case progression, data entry and record updates. A DBS check applies and interviews are expected in person in mid-November.

The position supports court users, including judiciary and legal professionals, with flexible patterns including part-time or job-share options and hybrid working opportunities.

Qualifications

• Customer service experience.
• Administrative and IT experience.
• Good digital and administrative skills.
• Excellent attention to detail.
• Effective written and verbal communication.
• Organisational skills.
• Resilience and empathy with sensitive information.
• Able to work collaboratively and flexibly as part of a team.

Responsibilities

• Provide telephone, email and webchat customer service to court users.
• Progress cases through the court system and update records.
• Enter data from paper and digital sources accurately.
• Communicate with the public, judiciary and other agencies.
• Respond to enquiries with empathy and clarity.
• Maintain accurate digital records and perform admin duties.
• Support team performance and service standards.
• Interact with court users including judiciary and legal professionals.

Skills

Customer service

Administrative skills

IT skills

Digital literacy

Attention to detail

Communication

Teamwork

Empathy

Job description

An Operational Support Officer post in HMCTS's National Services team, which enforces court fines, confiscation orders and police fixed penalties. The work covers telephone, email and webchat support for court users, with data entry, case progression and record updates. Regular contact with judiciary and legal representatives, with hybrid working possible and part-time or job-share patterns considered. A DBS standard check applies, and interviews are expected in person in mid-November.

What the job involves

• Providing telephone, email and webchat customer service to court and tribunal users
• Progressing cases through the court and tribunal system
• Data entry of paper and digital work, telephony, customer complaints and correspondence
• Communicating with the public, court users and representatives of other agencies
• Responding to enquiries with empathy, including with people under stress
• Interpreting information to update digital records accurately
• Carrying out general administrative work
• Contributing to team operational, performance and service standard targets
• Regular contact with court users, including judiciary and legal professionals

What’s required

Experience

• Customer service experience
• Administrative and IT experience

Skills & knowledge

• Good digital and administrative skills
• Excellent attention to detail
• Effective written and verbal communication, including in person, by phone and digitally
• Organisational skills
• Resilience and empathy when handling sensitive information and situations
• Able to work collaboratively and flexibly as part of a team

Checks & eligibility

• DBS standard check
• Eligible under Civil Service nationality rules

What’s offered

• 25 days annual leave, rising to 30 after five years' service
• Scheme to buy or sell up to three days' leave each year
• Public holidays and one privilege day
• Choice of Civil Service pension schemes
• Training and development opportunities
• Employee-run networks
• Flexible benefits and discounts
• Paid paternity, adoption and maternity leave, and free annual sight tests for screen users