Customer-Facing Admin Officer – Hearings & Records

Brook Street; Luton; On-site; GBP 24,000 - 32,000; Full time

Job summary

Brook Street is recruiting an Admin Officer (AO) to join our team in the United Kingdom. The role is office-based, 37 hours per week, with a pay rate of £12.86 per hour.

The AO will handle in-person and remote inquiries, support hearings across HMCTS areas, maintain accurate records, and assist with listings and jury service tasks. The successful candidate will be proficient with Microsoft Office, have strong communication, and demonstrate proactive problem-solving within established procedures.

Qualifications

• Be flexible and work in a team to meet operational priorities.
• Proficient with Microsoft Office and other databases.
• Clear communication to explain processes in difficult situations.
• Proactive problem-solving with escalation when needed.
• Resilience and professionalism with impartial handling of distressing information.
• Ability to work under established procedures and make routine decisions.

Responsibilities

• Be the first point of contact, delivering customer service in-person, by telephone, digital channels and in writing
• Prepare for, facilitate and support the smooth running of hearings across HMCTS business areas
• Handle enquiries, resolve routine issues and signpost users to the right support using service scripts and knowledge information
• Maintain accurate records and undertake administrative tasks, ensuring secure information management and compliance with retention and data loss protocols
• Support listing and scheduling, including responsiveness to urgent requests and adherence to listing policies
• Manage jury service tasks such as selection, deferral, reassignment and attendance tracking, plus processing related fees/expenses
• Help with enforcement support, including basic financial/statistical reporting and supporting financial assessments
• Log and escalate building/facilities and IT issues, and support health and safety activity under team leader guidance

Job description

Brook Street is recruiting an Admin Officer (AO) to join our team in the United Kingdom. The role is office-based, 37 hours per week, with a pay rate of £12.86 per hour.

The AO will handle in-person and remote inquiries, support hearings across HMCTS areas, maintain accurate records, and assist with listings and jury service tasks. The successful candidate will be proficient with Microsoft Office, have strong communication, and demonstrate proactive problem-solving within established procedures.