Customer Administrator

Brook Street; Manchester; On-site; GBP 16,531 - 22,041; Full time

Benefits offered by this job

Guaranteed interview for veterans and/

Disability Confident Leader / Defence

Armed Forces Covenant support

Job summary

Brook Street is seeking an Operational Support Officer (Customer Service) for HMCTS in Manchester. The role focuses on delivering courteous customer service, handling administrative tasks for hearings, and supporting listings and diary management.

You will work in a team, use service scripts, and assist with complaints, case management, and safety checks. The role is a temporary assignment with hourly pay of £12.86, inviting applications from dedicated applicants.

Qualifications

• Strong communication with a customer-focused approach.
• Ability to handle sensitive and complex situations with professionalism.
• Good organisational skills and attention to detail.

Responsibilities

• Prepare for, facilitate, and conclude hearings with administrative tasks.
• Provide clear, accessible support face-to-face, by phone, and in writing.
• Signpost users to relevant services and assist those with complex needs.
• Use service scripts and knowledge articles to guide users.
• Support complaints processes and update case management systems.
• Identify building-related risks and inform the SPoS.
• Process work to meet performance targets and standards.
• Manage case files with accurate data entry and secure handling.
• Handle jury service tasks: selection, deferrals, attendance, expenses.
• Assist with listing and scheduling to optimise judicial time.
• Provide diary management and administrative assistance.
• Support enforcement actions and produce basic reports.
• Contribute to health and safety operations and safety governance.

Skills

Communication skills

Customer service mindset

Organisational skills

Teamwork

Administrative support experience

Job description

Operational Support Officer (Customer Service) - HMCTS

Location: Manchester

Pay: £12.86 per hour

Temporary assignment

Our client, a reputable government organisation, is hiring for a dedicated Operational Support Officer to join their team in Manchester. This role offers a meaningful opportunity to support the justice system by delivering excellent customer service and operational assistance.

What you'll be doing:

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
• Providing users and stakeholders with clear, accessible support via face-to-face engagement, telephone calls (incoming and outgoing), and written correspondence.
• Signposting users to appropriate support services, ensuring they receive relevant information, especially those with complex needs.
• Using HMCTS service scripts and knowledge articles to guide users and direct them to the right services.
• Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating case management systems as required.
• Identifying risks related to HMCTS buildings and informing the Senior Person on Site (SPoS) promptly.
• Processing work in line with standard operating procedures to meet performance targets and uphold service standards.
• Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
• Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses.
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters efficiently.
• Providing judicial support such as diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments and producing basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

What you'll bring:

• Strong communication skills with a customer-focused approach.
• Ability to handle sensitive and complex situations with professionalism and empathy.
• Good organisational skills and attention to detail.
• Experience in administrative or operational support roles is desirable.
• Knowledge of court or legal processes is beneficial but not essential.
• Ability to work effectively within a team and independently when needed.

Join a team committed to delivering justice with integrity and professionalism.

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 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.