Contact Centre Operator

Brook Street; Kidderminster; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

On-site parking

Job summary

Brook Street is recruiting a Contact Centre Operator for HM Courts and Tribunal Service at Kidderminster Magistrates Court. 37 hours per week, Monday to Friday, with shifts 9:00–17:00 or 8:00–16:00. Pay £12.86 per hour.

You will handle busy telephone enquiries, update records, follow service scripts, support hearings and enforcement processes, with a focus on accuracy, empathy and compliance. DBS check required; on-site parking available.

Qualifications

• Excellent customer service instincts with the ability to empathise and resolve problems.
• Confident communication skills, with clear written and verbal responses.
• Strong attention to detail for accurate record updates and secure handling of information.
• A supportive, professional approach to working with stakeholders and handling sensitive queries.

Responsibilities

• Answer a busy mix of telephone enquiries, providing a helpful, prompt, polite "right first time" service
• Handle customers' calls with empathy and understanding, especially when they're in stressful circumstances
• Communicate clearly both verbally and in writing, including updating records on the in-house computer system after contact
• Support users through the process using HMCTS service scripts and knowledge articles, signposting to the right services where needed
• Follow complaints policies and procedures, providing immediate responses to prevent escalation, and updating OPTIC as required
• Carry out administrative duties to prepare for, facilitate and result hearings
• Support operational processes: accurate data entry, secure information management, and compliance with retention/data loss protocols
• Help with jury service administration (selection, deferral, reassignment, attendance tracking) and process expenses/court fees
• Assist with listing and scheduling, diary coordination and other judicial business support tasks as locally required
• Contribute to enforcement support, including financial assessments and aiding fine collection, plus basic statistical/financial reporting
• Assist with health and safety activities under team leader guidance (e.g., PEEPs, facility checks, issue logging, key/safety governance)

Skills

Customer service

Empathy

Clear communication

Attention to detail

Job description

Contact Centre Operator

Location: Kidderminster, DY10 1QQ
Working Days / Hours: 37 hours Monday - Friday
Working Pattern: 9:00am - 5:00pm OR 8:00- 4:00pm
Pay Rate: £12.86 per hour

If you're someone who can stay calm under pressure, communicate clearly, and genuinely help people when they need it most, this could be a great fit. Our Client is hiring for an Admin Officer within HM Courts and Tribunal Service, supporting the Criminal Fines Collection and Enforcement contact centre at Kidderminster Magistrates Court.

What you'll be doing:

• Answer a busy mix of telephone enquiries, providing a helpful, prompt, polite "right first time" service
• Handle customers' calls with empathy and understanding, especially when they're in stressful circumstances
• Communicate clearly both verbally and in writing, including updating records on the in-house computer system after contact
• Support users through the process using HMCTS service scripts and knowledge articles, signposting to the right services where needed
• Follow complaints policies and procedures, providing immediate responses to prevent escalation, and updating OPTIC as required
• Carry out administrative duties to prepare for, facilitate and result hearings
• Support operational processes: accurate data entry, secure information management, and compliance with retention/data loss protocols
• Help with jury service administration (selection, deferral, reassignment, attendance tracking) and process expenses/court fees
• Assist with listing and scheduling, diary coordination and other judicial business support tasks as locally required
• Contribute to enforcement support, including financial assessments and aiding fine collection, plus basic statistical/financial reporting
• Assist with health and safety activities under team leader guidance (e.g., PEEPs, facility checks, issue logging, key/safety governance)

What you'll bring:

• Excellent customer service instincts with the ability to empathise and resolve problems
• Confident communication skills, with clear written and verbal responses
• Strong attention to detail for accurate record updates and secure handling of information
• A supportive, professional approach to working with stakeholders and handling sensitive queries

Additional information:

• Free, secure on-site parking available; Kidderminster Magistrates Court is within walking distance of the train station.
• If you're successful in your application a BASIC DBS will be required as part of the on-boarding checks with Brook Street.

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.

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.