24114 - Operational Support Officer

Ministry of Justice; Swindon; On-site; GBP 24,000 - 29,000; Full time

Job summary

The Ministry of Justice's HM Courts & Tribunals Service in Swindon is seeking a diligent administrator to support court proceedings and perform essential clerical tasks. The role is based in the courtroom and involves handling files, updating records, and delivering high-quality customer service to court users while working as part of a team.

You will work a full-time pattern (37 hours per week, five days over six) with occasional Saturdays and Bank Holidays depending on rota needs.

Qualifications

• Experience delivering customer service in a public-service or client-facing environment.
• Strong digital literacy and precise administrative skills with keen attention to detail.
• Clear communication across in-person, telephone, digital and written channels.
• Ability to handle sensitive information with discretion and empathy.
• Collaborative approach to work within a team to meet objectives.

Responsibilities

• Prepare papers and files for court, hearings and meetings, handling sensitive information.
• Create and update records digitally, ensuring accurate court file information.
• Communicate with the public, judiciary and other agencies to support proceedings.
• Support smooth court proceedings and prepare court/hearing rooms for use.
• Be a first point of contact for court users as needed.

Skills

Customer service

Digital & administrative skills

Communication

Resilience & empathy

Team player

Job description

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

The role is primarily based within the courtroom, supporting the smooth running of court proceedings. Administrative duties will also be incorporated into the post. 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 court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

Your knowledge, skills and experience

• Customer service skills; ability to work in a service-led customer-facing environment.
• Digital and administrative skills; with excellent attention to detail.
• Communication and organisational skills. Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilience and empathy to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver business 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 work full time hours (37 hours per week) and be court based (Swindon Combined Court, Islington St, Swindon, SN1 2HG) to provide HMCTS services to the public.

We currently have one permanent position and one fixed term position (12 months) available. Contracts will be offered in order of merit.

The normal working pattern for this role is 5 days over 6, Monday to Saturday. You may be required to work Saturdays and/or Bank Holidays as part of your working pattern, depending on operational requirements and staffing levels. This will be managed on a rota basis. Where a Saturday or Bank Holiday is worked, working arrangements and any appropriate non-working day will be agreed in line with business needs.

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.