23481 - Operational Support Officer

The Methodist Church in Britain; Southend-on-Sea; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual leave 25 days rising to 30 + 8?

Civil service pension schemes

Family-friendly policies

Flexible benefits

Training and development

Paternity/maternity/adoption leave

Sight tests for screen users

Training 12 weeks

Job summary

HM Courts & Tribunals Service is seeking an Operational Support Officer to provide data entry, telephony and customer service support. The role involves progressing cases through the court system, updating digital records and liaising with judiciary and agencies.

The post requires strong communication skills, attention to detail and the ability to work under stress, with occasional travel to other courts and a hybrid working pattern.

Qualifications

• Experience delivering customer service in a service-led environment.
• Administrative and IT experience.
• Good digital and administrative skills with attention to detail.

Responsibilities

• Data entry of paper and digital work, telephony, complaints and correspondence
• Communicating with the public, court users, representatives and other agencies
• Delivering high-standard customer service, responding empathetically to people under stress
• Progressing cases through the court or tribunal system
• Providing customer service and administrative support to HMCTS functions
• Using email and webchat and carrying out general administrative work
• Interpreting information to update digital records accurately
• Contributing to operational, performance and service standard targets across the area of work
• Occasional travel to other courts for cover when needed

Skills

Good digital and administrative skills

Attention to detail

Confident communication

Organisational skills

Resilience and empathy

Teamwork

Tools

IT experience

Job description

This Operational Support Officer post sits in the National Services team of HM Courts & Tribunals Service, which runs enforcement of court fines, financial penalties and confiscation orders. The work is telephone, administrative and customer service support to court users, progressing cases through the court system and keeping digital records accurate. Regular contact with judiciary and legal representatives and hybrid working set it apart. No visa sponsorship is available unless a Skilled Worker visa was held before 22 July 2025.

What the job involves

• Data entry of paper and digital work, telephony, complaints and correspondence
• Communicating with the public, court users, representatives and other agencies
• Delivering high-standard customer service, responding empathetically to people under stress
• Progressing cases through the court or tribunal system
• Providing customer service and administrative support to HMCTS functions
• Using email and webchat and carrying out general administrative work
• Interpreting information to update digital records accurately
• Contributing to operational, performance and service standard targets across the area of work
• Occasional travel to other courts for cover when needed

What’s required

Experience

• Customer service experience in a service-led environment
• Administrative and IT experience

Skills & knowledge

• Good digital and administrative skills
• Excellent attention to detail
• Confident communication in person, by telephone, digitally and in writing
• Organisational skills
• Resilience and empathy when handling sensitive information and situations
• Works collaboratively and flexibly as part of a team

Checks & eligibility

• Standard DBS check
• Right to work in the UK under civil service nationality rules, with no sponsorship unless a Skilled Worker visa was held before 22 July 2025

What’s offered

• Annual leave of 25 days, rising to 30 after five years, plus public holidays and one privilege day
• Scheme to buy or sell up to three days' leave a year
• Choice of civil service pension schemes
• Family-friendly policies, including reduced hours and job share
• Paid paternity, adoption and maternity leave
• Flexible benefits, including vouchers and discounts
• Free annual sight tests for employees who use screens
• Training and development, including 12 weeks of office-based initial training