Admin Officer User Account Management

HM Courts & Tribunals Service (HMCTS); Loughborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A government agency in Loughborough is seeking Administration Officers to provide telephony and administrative support to court users. Ideal candidates will possess strong customer service skills, have experience in an administrative role, and be proficient with Microsoft software. This role is office-based, with a comprehensive training program provided, involving a one-week induction and ongoing support from a team leader. Flexible working arrangements may be considered under appropriate circumstances. Competitive benefits package offered.

Benefits

25 days annual leave increasing to 30 after five years

Civil Service pension schemes

Comprehensive training opportunities

Family benefits and support for childcare vouchers

Qualifications

• Experience providing administrative support in a customer-focused environment.
• Strong IT skills to adapt to new systems and technologies.
• Ability to handle complex and sensitive matters professionally.

Responsibilities

• Provide excellent telephony and administrative support to court users.
• Work with specific platforms and applications built for HM Courts and Tribunals.
• Handle customer inquiries via telephone, webchat, and email.

Skills

Strong customer service skills

Experience in an administrative role

Proficiency with IT and Microsoft software

Excellent communication skills

Attention to detail

Job description

General Information

Salary: £25,582
Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working
Location: Loughborough, East Midlands
Contract: Permanent, Civil Service, Grade AO
Number of positions: 5
Reserve List: 12 months
Closing Date: 02-Feb-2026
Job ID: 13823

Job Description

Our Administration Officers (AO) play a critical role, providing excellent telephony and administrative support to court users, judiciary, mediators and management.

About Us

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. We support court users and colleagues within HMCTS and help people access life‑changing justice. We seek committed public‑service professionals to deliver justice and make a difference in people's lives.

Your Role

The CTSCs deliver services through several jurisdictions and additional services that support troubleshooting, system management and more for internal and external users. You will learn and become proficient with specific platforms and applications built exclusively for HM Courts and Tribunals, including Microsoft Outlook, Excel and various development tools. Working in a small team you will be supported by a Team Leader and an extensive training programme, with access to our knowledge hub. This environment requires alertness, agility and constant updating of internal notices. You will write clear emails to legal professionals, the public and internal users, handling complex and sensitive matters professionally.

The role is fast‑paced and requires attention to detail, multitasking, individual customer focus and effective time management. Resilience, a keenness to learn and strong IT skills to adapt to new systems and technologies are essential.

Key Skills & Experience

• Strong customer service skills and confidence to support customers via telephone, webchat and email
• Experience in an administrative role within a customer‑focussed environment
• Proficiency with IT and Microsoft software packages
• Excellent communication and organisational skills
• Exceptional attention to detail

Working Arrangements & Further Information

The role is office‑based. Non‑contractual hybrid working may be available where it can be delivered effectively. All applications for part‑time, flexible, and job‑sharing working patterns will be considered under the MoJ Flexible Working policy. Standard full‑time hours are 37 hours per week. No Saturday or Bank Holiday work is required, and overtime is not available.

Training

A one‑week induction (full time, can be completed from home) is followed by a full‑time training academy whose length depends on individual progression. Part‑time training requests are considered on a case‑by‑case basis where full benefit can be achieved within the timeframe.

Occasional Travel

Occasional travel to other National Services sites may be required when needed.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas under current immigration rules. If you have held a Skilled Worker visa continuously prior to 22 July 2025, please raise this during vetting checks.

Nationality

This role is broadly open to the following groups:

• UK nationals
• Nationals of the Republic of Ireland
• Nationals of Commonwealth countries with the right to work in the UK
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and their family members with settled or pre‑settled status under the EU Settlement Scheme (EUSS)
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and their family members who have made a valid application for settled or pre‑settled status under the EUSS
• Individuals with limited leave to remain or indefinite leave to remain 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

For further information on nationality requirements, visit https://www.gov.uk/government/publications/nationality-rules.

Benefits

Annual leave: 25 days on appointment, increasing to 30 days after five years of service. Additional paid time off for public holidays and one privilege day. Part‑time and job‑share posts calculated pro‑rata.

Pension: Civil Service offers a choice of pension schemes.

Training: The Ministry of Justice commences staff development with extensive training opportunities.

Family Benefits: Access to flexible benefits such as voluntary benefits, retail vouchers, discounts, and support for childcare vouchers. Paid paternity, adoption and maternity leave. Free annual sight tests for computer‑screen users.

Diversity & Inclusion

The Civil Service is committed to attracting, retaining and investing in talent, regardless of background. The Civil Service People Plan and Diversity and Inclusion Strategy provide further guidance.

Veterans

Initiatives are in place to guarantee interview opportunities for eligible former armed‑forces members. For details visit https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans.