Admin Officer

Brook Street; Leicester Forest East; On-site; GBP 15,000 - 21,000; Full time

Job summary

Brook Street is hiring an Admin Officer in Leicester to support hearing activity and operations. The role involves answering calls, face-to-face assistance, and signposting customers to the right services using scripts and knowledge articles.

You will handle juries, listings, scheduling, and monitoring case files with strict data security. A DBS check will be required on onboarding and the position runs Monday to Friday, 9am-5pm, at a pay rate of £12.86 per hour.

Qualifications

• Administrative experience in busy office environments.
• Ability to handle sensitive information with discretion.
• Customer service orientation and empathy.

Responsibilities

• Undertake administrative tasks to prepare for hearings and support activity.
• Provide face-to-face and remote assistance, answer calls and respond to correspondence.
• Signpost users to the right support using scripts and knowledge articles.
• Support complaints processes and escalate when needed to prevent escalation.
• Keep case files accurate, ensure secure information management and retention compliance.
• Manage jury service tasks including selection, deferral, reassignment and attendance tracking.
• Assist with listing, scheduling, and diary coordination for urgent matters.
• Support enforcement activities and produce basic statistical/financial reports.

Skills

Calm demeanor

Customer-focused

Clear communication

Attention to detail

Data handling

Procedural follow-up

Job description

Admin Officer
Location: Leicester LE1-6TR Monday-Friday 9am-5pm Pay rate: £12.86ph

If you're someone who enjoys helping people through complex situations and keeping services running smoothly behind the scenes, this could be a brilliant next step. Our Client is hiring for an Admin Officer in the Government, supporting customers, stakeholders and operational processes to help ensure services are accessible, fair and effective.

What you'll be doing:

• Undertaking administrative tasks to prepare for, facilitate and support hearing activity
• Providing face-to-face support, answering incoming/outgoing calls and responding to correspondence in different formats
• Using service scripts and knowledge to signpost users to the right support, including those with specific or complex needs
• Following complaints policies and procedures, supporting users through the process and escalating where needed to prevent unnecessary escalation
• Keeping case files accurate and up to date, ensuring secure information management and compliance with retention/data loss protocols
• Managing jury service tasks such as selection, deferral, reassignment and attendance tracking, plus processing related expenses and court fees
• Assisting with listing and scheduling, coordinating diaries and supporting urgent matters while adhering to listing policies
• Supporting enforcement activity, including financial assessments, fine collection assistance and producing basic statistical/financial reports
• Contributing to health and safety operations (including facility checks, issue logging and key/safety governance under guidance)
• Identifying risks relating to HMCTS buildings and informing the Senior Person on Site (SPoS) as required

What you'll bring:

• A calm, customer-focused approach-clear communication with empathy and consistency
• Confidence handling sensitive information accurately and professionally
• Strong organisation and attention to detail across varied admin and operational tasks
• Ability to follow procedures and work to performance/service standards
• A readiness to support users through complex processes, from queries to complaints

Additional information:

• You’ll be supported by HMCTS service scripts and knowledge articles to help you provide the right guidance, first time.

If you're successful in your application an Enhanced DBS will be required as part of the on-boarding checks with Brook Street.

Ready to make a real difference while developing your operational and customer service capability?

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.