Admin Officer

Brook Street; Loughborough; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Basic DBS check

Armed Forces Covenant employer

Guaranteed interview for veterans/spó

Job summary

Brook Street in Loughborough is seeking an Admin Officer to support hearings and justice services with calm, clear communication.

You will manage vacancy validation, prepare for hearings, handle inquiries by phone, web chat and in person, and ensure accurate data entry and compliance. The role is 37 hours per week, Monday to Friday, 9:00am–5:00pm, with a pay rate of £12.86 per hour.

Qualifications

• Ability to work flexibly in a team and deliver priorities.
• Strong digital skills including Microsoft Office and database handling.
• Confident communication to explain complex procedures clearly, even in distressed scenarios.
• Customer service oriented, supporting users including witnesses and those with complex situations.
• Resilience and professionalism, remaining impartial in challenging information.
• Proactive problem solving; escalate when needed.
• Ability to prioritise workload and adapt to urgent requests.
• Comfort working autonomously within policies and escalate serious matters.

Responsibilities

• Manage vacancy management to validate and check processes are accurate and complete
• Carry out administrative tasks to prepare for, facilitate and support all types of hearings
• Provide support to users and stakeholders via face-to-face, telephone and web chat, and respond to correspondence
• Use service scripts and knowledge articles to direct people to the right services and provide clear guidance
• Follow complaints policies, support users through complaints and update OPTIC as required
• Handle case files with data entry, secure information management and retention compliance
• Support jury service tasks including selection, deferral, reassignment and attendance tracking and processing related expenses
• Assist with listing and scheduling, respond to urgent matters and adhere to listing policies
• Provide judicial business support such as diary coordination and local administrative tasks
• Support enforcement procedures, including financial assessments and facilitating fine collection, and produce basic reports
• Contribute to health and safety operations and facility governance under team leadership
• Assist with operating procedures to meet targets and maintain service standards

Skills

Teamwork

Digital literacy

Clear communication

Customer service

Resilience

Problem solving

Decision making

Autonomous working

Tools

Microsoft Office

Database handling

Job description

Admin Officer

Location: Loughborough, LE11 2TW
Working Days / Hours: 37 hours Monday - Friday
Working Pattern: 9:00am - 5:00pm
Pay Rate: £12.86 per hour

If you enjoy helping people navigate complex processes with calm, clarity and professionalism, this is a fantastic opportunity to support the smooth running of hearings and justice services from day to day. Our Client is hiring for an organised, resilient and customer-focused administrator who can make confident decisions in the moment and keep services moving.

What you'll be doing:

• Manage vacancy management to validate and check processes are accurate and complete
• Carry out administrative tasks to prepare for, facilitate and support all types of hearings
• Provide support to users and stakeholders through face-to-face engagement, telephone and web chat (incoming and outbound), and respond to correspondence in a range of formats
• Use service scripts and knowledge articles to direct people to the right services and provide clear, consistent guidance-especially for users with specific or complex needs
• Follow complaints policies and procedures, support users through complaints, respond promptly to prevent escalation, and update OPTIC as required
• Handle case files with accurate data entry, secure information management, and compliance with retention and data loss protocols
• Support jury service tasks including selection, deferral, reassignment and attendance tracking, plus processing related expenses and court fees
• Assist with listing and scheduling, responding to urgent matters and adhering to listing policies
• Provide dedicated judicial business support such as diary coordination and local administrative tasks
• Support enforcement procedures, including financial assessments and aiding fine collection, and produce basic statistical/financial reports
• Contribute to health and safety operations (including PEEPs, facility checks, issue logging and key/safety governance under team leader guidance)
• Help with operational support activities using standard operating procedures to meet performance targets and maintain service standards

What you'll bring:

• The ability to work flexibly in a team, picking up delegated tasks to deliver team and business priorities
• Strong digital skills, including Microsoft Office and database working
• Confident communication skills-able to explain complex procedures clearly, including in potentially difficult or distressing scenarios
• Customer service strengths, supporting users (including witnesses and those with complex situations) to participate effectively and in line with established protocols
• Resilience and professionalism, staying impartial even when faced with distressing information
• Proactive problem-solving: resolve routine issues and elevate appropriately
• Confidence making routine everyday decisions to prioritise your workload, adjusting promptly to urgent requests
• Comfort working autonomously within policies and escalating serious or complex matters to the right people

Additional information:

• You'll be supported by a team environment, with opportunities to share knowledge and help mentor peers using existing resources
• You may help with booking interpreters/intermediaries and other professionals for hearings, and support time sheet signing on the day of attendance
• You'll be expected to log/report building, facilities and IT issues and elevate where appropriate

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

We'd love to hear from you if you're organised, empathetic and thrive in a busy, high-impact environment.

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.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role.

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.