Admin Officer

HM Courts & Tribunals Service (HMCTS); West Midlands; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A government authority responsible for courts is seeking a Contact Centre Operator. You will provide vital assistance to the public regarding financial penalties, ensuring empathy and understanding during calls. The role demands excellent communication and organizational skills, with the opportunity to work flexibly in a busy environment. You'll be part of a committed team dedicated to delivering justice through effective support. A permanent position with a competitive salary is offered in Newport, Wales.

Benefits

25 days annual leave

Civil Service pension options

Employee development opportunities

Flexible working arrangements

Qualifications

• Ability to handle calls with empathy and understanding.
• Experience in a fast-paced environment.
• Skilled in using various software packages.

Responsibilities

• Field calls from the public seeking assistance with fines.
• Handle customer interactions with professionalism.
• Assist in the compliance of financial penalties.

Skills

Excellent communication

Empathy

Time management

Multi-tasking

Job description

General Information

Salary £25,582

Working Pattern Full Time, Part Time, Part Time/Job Share, Flexible Working

Vacancy Approach External

Location Newport Region Wales

Closing Date 09-Feb-2026

Post Type Permanent

Civil Service Grade AO

Number of jobs available 8

Reserve List 12 Months

Job ID 14171

Overview

Proud to serve. Proud to keep justice going. Good telephone staff with excellent customer service skills are vital to the effective operation of our Courts, Tribunals and other offices within the HM Courts & Tribunals Service (HMCTS).

Criminal Fines Collection and Enforcement (Enforcement) is a key function within HMCTS. We play a central role in delivering justice by working alongside the criminal courts in England and Wales 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.

Our HMCTS Wales Contact & Compliance Centre is a busy centre that operates a centralised telephone service for courts and tribunals receiving up to 10,000 calls per week. We are 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, please apply.

Your role

As a Contact Centre Operator, you will be passionate about delivering excellent customer service. Working in an inbound call centre you will field calls from the public seeking assistance with payment of financial penalties.

Customers calling us are often in a difficult and stressful situation and fore great importance is placed on handling calls with empathy and understanding. This is a fast‑paced position that requires an individual to be able to multi‑task and move from one call to another efficiently.

The Contact Centre offers a service between 08:00‑17:00 Monday to Friday and Operators are required to work between these times on a scheduled basis.

Your Skills And Experience

You will be an excellent communicator, able to swiftly assess circumstances and adapt accordingly. You must be able to demonstrate empathy, be non‑judgmental but focussed on carrying out your role whilst fully respecting our customers. You will be skilled in organising your time, prioritising efficiently, able to multi‑task and adapt to using various software packages. You will enjoy working in a busy environment with a desire to deliver proactive and effective customer service to people who may be in difficult situations.

Further Details

These operational roles are customer‑facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non‑contractual hybrid working may be available, but arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Standard full time working hours are 37 hours per week. HMCTS welcomes part‑time, flexible and job‑sharing working patterns, w 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 MoJs Flexible Working policy.

Occasional Travel To Other Courts

Whilst the post holder will be allocated to a specific office base, it may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.

Skilled Worker Visa

From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. 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 do not meet the new eligibility criteria for sponsorship (or the transitional provisions), 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 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.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements w business need allows. This is an informal, non‑contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyones circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its locations respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJs terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' MoJ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part‑time, flexible and job‑sharing working patterns, w they meet the demands of the role and business needs. All applications for part‑time, flexible and job‑sharing working patterns will be considered in accordance with the MoJs Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

• Annual Leave: 25 days on appointment and will increase to 30 days after five years service.
• Leave scheme: Qualifying staff may buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part‑time and job share posts will be calculated on a pro‑rata basis.
• Pension: The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
• Training: The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
• Networks: The opportunity to join employee‑run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed directly to senior management. Currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
• Support: A range of Family Friendly policies such as opportunities to work reduced hours or job share; access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services; for moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers; you may however be eligible for alternative government childcare support schemes, including Tax Free Childcare; more information can be found on GOV.UK or Childcare Choices; paid paternity, adoption and maternity leave; free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order:

• To Transformative Business Services (0345 241 5359 Monday to Friday 8am - 6pm or e‑mail );
• To Ministry of Justice Resourcing team ;
• To the Civil Service Commission (details available);

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

For more information on applying for a role as a candidate with a disability or long‑term condition, please watch our animated videos.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent whatever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.

For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

Nationality Rules

This Job Is Broadly Open To The Following Groups

• UK nationals
• Nationals of the Republic of Ireland
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS) opens in a new window https://www.gov.uk/settled-status-eu-citizens-families
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre‑settled status under the European Union Settlement Scheme (EUSS)
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements opens in a new window https://www.gov.uk/government/publications/nationality-rules

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ
MoJ contact 0345 241 5359 Monday to Friday 8am - 6pm or e‑mail
Quote reference 14171

HMPPS
HMPPS contact 0345 241 5358 Monday to Friday 8am - 6pm or e‑mail
Quote reference 14171

Job Description Attachment

• cy AO Call Agent Enforcement.docx (Job Description Supporting Documents)
• AO Call Agent Enforcement.docx (Job Description Attachment)

Application stage assessments

Experience: We will assess your experience for this role via the following methods statement of suitability. Guidance for the statement of suitability Please tell us why you are suitable for this role. Demonstrate your transferrable skills, knowledge and experience against the Essential Skills and Criteria outlined in the job description: customer service, administrative and IT experience, attention to detail, communication and organisational skills.

Using the full word count 500 words and providing personalised real‑life evidence of experience gained will help achieve the highest scores.

Interview Dates: Interviews expected late February 2026. Dates to be confirmed.

Behaviours: Communicating and Influencing, Managing a Quality Service, Delivering at Pace.

Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed.

Level of security checks required: DBS Standard.

Use of Artificial Intelligence (AI)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factual accurate, and taken directly from your own experience. Plagiarism has been identified presenting the ideas and experiences of others, or generated by artificial intelligence may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information.

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