Administrative Officer

Brook Street; Norwich; On-site; GBP 15,000 - 21,000; Full time

Job summary

Brook Street in Norwich is seeking a Customer Service Administrator to provide dependable front-line and administrative support across justice services, helping people understand next steps and access the right support. You will handle hearing-related administration, respond to inquiries by phone, email, or in person, and keep systems updated while following procedures to meet performance standards.

The role suits someone calm, organised and detail-oriented, with a commitment to data security

Qualifications

• Strong customer service instincts and confidence communicating clearly with a wide range of people
• Attention to detail with administrative accuracy, secure handling of information, and reliable follow-through
• Ability to manage multiple priorities in a structured way while meeting performance expectations
• Empathy and patience, particularly when dealing with users who may have complex needs
• A commitment to following policies and procedures, including complaints handling and operational standards

Responsibilities

• Prepare for, facilitate and support a range of hearing-related administration tasks
• Provide support to users and stakeholders via face-to-face contact, telephone (incoming and outbound), and written correspondence in different formats
• Use service scripts and knowledge guidance to signpost users to the right services and give clear, consistent information-especially for users with specific or complex needs
• Follow complaints processes and procedures, responding promptly to help prevent escalation and updating relevant systems as required
• Process work in line with standard operating procedures to meet performance and service standards
• Handle case files with accurate data entry and secure information management, ensuring compliance with retention and data loss protocols
• Support jury service tasks including selection, deferral, reassignment and attendance tracking, plus processing expenses and court fees
• Assist with listing and scheduling, including supporting urgent matters and adhering to listing policies
• Support enforcement activity, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety operations (e.g., checks, issue logging and relevant governance) under team leader guidance

Skills

Strong customer service instincts and沟

Job description

Customer Service Administrator

Location: Norwich
Monday To Friday - £12.86ph

Are you someone who brings calm, clarity and structure to busy operational days? Our Client is hiring for a reputed client to provide dependable front-line and administrative support across justice services-helping people understand next steps, accessing the right support, and keeping services running smoothly.

What you'll be doing:

• Prepare for, facilitate and support a range of hearing-related administration tasks
• Provide support to users and stakeholders via face-to-face contact, telephone (incoming and outbound), and written correspondence in different formats
• Use service scripts and knowledge guidance to signpost users to the right services and give clear, consistent information-especially for users with specific or complex needs
• Follow complaints processes and procedures, responding promptly to help prevent escalation and updating relevant systems as required
• Process work in line with standard operating procedures to meet performance and service standards
• Handle case files with accurate data entry and secure information management, ensuring compliance with retention and data loss protocols
• Support jury service tasks including selection, deferral, reassignment and attendance tracking, plus processing expenses and court fees
• Assist with listing and scheduling, including supporting urgent matters and adhering to listing policies
• Support enforcement activity, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety operations (e.g., checks, issue logging and relevant governance) under team leader guidance

What you'll bring:

• Strong customer service instincts and confidence communicating clearly with a wide range of people
• Attention to detail with administrative accuracy, secure handling of information, and reliable follow-through
• Ability to manage multiple priorities in a structured way while meeting performance expectations
• Empathy and patience, particularly when dealing with users who may have complex needs
• A commitment to following policies and procedures, including complaints handling and operational standards

Additional information:

• You'll also help identify risks related to HMCTS buildings and raise them with the Senior Person on Site (SPoS) as required, responding immediately where needed.

If you're organised, people-focused and ready to make a real difference in a role that keeps services moving, we'd love to hear from you.

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, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. 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.