24011 - Operational Support Officer

Ministry of Justice; Leeds; On-site; GBP 21,000 - 27,000; Full time

Job summary

Ministry of Justice in Leeds is recruiting Operational Support Officers for National Services to provide telephone-based and administrative support to court users. You will work in a team, handle calls from the public and legal representatives, and maintain accurate digital records.

The role emphasizes strong communication, empathy, and resilience, with a 12-week office-based training program. Occasional travel to other courts may be required, and the post is based at Ailsa House, Leeds.

Qualifications

• Strong customer service skills in a service-led environment.
• Good digital and administrative skills with excellent attention to detail.
• Effective communication across in-person, telephone, digital and written channels.
• Resilient and empathetic when dealing with sensitive information.

Responsibilities

• Taking inbound calls from the public and legal representatives and returning calls as required.
• Communicating effectively with the public, court users and other agencies.
• Delivering high standard customer service with empathy in challenging situations.
• Using email and webchat and undertaking general administrative work.
• Interpreting information to accurately update digital records.

Skills

Customer service

Digital skills

Communication

Administrative skills

Teamwork

Tools

Email

Webchat

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services provide excellent telephone and administrative support to court users. The Enforcement Team ensures convicted parties comply with fines and other financial penalties imposed by the Courts. This position is predominately telephone-based and 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. Our National Service teams offer a wide range of support which includes assisting customers via the telephone, providing digital assistance, facilitating audio and video hearings, as well as supporting case progression and court hearings.

Enforcement is a key function within our National Services Team working alongside the criminal courts to ensure convicted parties comply with fines and other financial penalties imposed by the courts. We are also responsible for compliance of Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.

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 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.

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

• Taking inbound calls from the public and legal representatives and returning calls as required.
• Communicating effectively with the public, other court and tribunal users and representatives of other agencies and organisations.
• Delivering a high standard of customer service, responding to enquiries with empathy and understanding, particularly in situations where individuals may be under stress or facing challenging circumstances.
• Using email and webchat and undertaking general administrative work.
• Interpreting information to accurately update digital records.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led 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.

We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice.

This is an office-based position in Ailsa House, Leeds, LS27 7LE

Training

You will complete 12 weeks of training which is office based.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Occasional travel to other courts

For this post, occasional travel may be required for cover when needed.