24119 - Operational Support Officer

Ministry of Justice; Weston-super-Mare; On-site; GBP 21,000 - 26,000; Full time

Job summary

HM Courts & Tribunals Service (HMCTS) in Weston-super-Mare is seeking a Court Usher/Listing Assistant to support court proceedings and perform essential administrative tasks. The role is primarily based in the courtroom with some office duties, contributing to efficient court operation and high-quality customer service.

You will manage listings, liaise with stakeholders, and ensure accurate records while maintaining sensitivity to confidential information.

Qualifications

• Strong customer service skills in a service-led environment.
• Good digital and administrative skills with attention to detail.
• Effective communication in person, phone, digital and written formats.
• Resilient and empathetic handling sensitive information.
• Team player able to collaborate and adapt to HMCTS objectives.

Responsibilities

• Assist in preparing papers/files for court, tribunals, hearings and meetings, handling sensitive information.
• Create and update records digitally and ensure accurate court file information.
• Communicate with the public, judiciary, and other court users to support court proceedings.
• Prepare court/hearing rooms and support smooth court operations.
• Be a first point of contact for court users when required, including vulnerable witnesses.

Skills

Customer service

Digital skills

Communication

Teamwork

Resilience

Job description

Positions available at: North Somerset Court House, The Hedges, St George’s Weston-Super-Mare. BS22 7BB

Proud to serve. Proud to keep justice going.

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.

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 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.

Court Specific Duties

Duties undertaken within the Court may include, but are not limited to, the following:

• Speak publicly and manage courtroom proceedings.
• Court usher duties which include preparation and management of a courtroom by communication with court users (members of the public).
• Ensuring court video link technology is prepared and working correctly.
• Communication with stakeholders and professionals including Police, Probation Service and Solicitors.
• Administration work including pre and post court functions.

In addition, within these vacancies there may be opportunities to undertake additional duties as either a Listing Assistant or as a Digital Support Officer. If either of these areas is of interest to you, please make the interview panel aware during your interview.

Listing assistant roles and responsibilities

• Provide administrative and operational support to ensure the efficient preparation and progression of court hearings.
• Manage court listings and hearing schedules, ensuring cases are accurately recorded and judicial time is used effectively. Prepare and check case documentation ahead of hearings, ensuring information is complete, accurate and available when required.
• Support judges by coordinating hearing information and managing booking and vacancies.
• Liaise with a range of stakeholders, including prisons, probation services, magistrates' courts, interpreters and legal professionals to support the smooth running of court business.
• Coordinate video hearings by arranging links ensuring all necessary documentation is in place.
• Process criminal casework, including breaches, appeals and applications
• Arrange interpreter and British Sign Language support
• Maintain accurate records and case information across digital platforms, ensuring compliance with information management requirements.
• Record statistics to support performance monitoring and resource planning.
• Effectively prioritise workloads, respond to changing business needs and deliver high-quality customer service while working to tight deadlines.
• Identify and resolve routine issues, escalating complex matters where appropriate and contributing to the effective delivery of justice

Please refer to the role profile attachment for more information.

Lead criterion at application stage: Statement of Suitability. An initial sift based on the statement of suitability may be held if a large number of applications are received.

These operational roles are customer facing, requiring successful applicants to be court based to provide HMCTS services to the public.

We currently have one position available at North Somerset Court House, The Hedges, St George’s Weston-Super-Mare. BS22 7BB, up to 37 Hours per week Monday – Saturday. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Saturday working (Applies to Magistrates' Courts only)