Customer Support Officer/Call Handlers

Brook Street; Leicester; Hybrid; Full time

Job summary

A leading recruitment agency in the UK is seeking a Customer Support Officer/Call Handler. You will assist the public with their claims, communicate with court staff, and work in a hybrid setup. This temporary position offers a competitive hourly rate and training, making it a great entry into the public sector.

Qualifications

• Experience in customer service roles is essential.
• Computer literacy required for call handling.
• Ability to maintain a positive approach to challenges.

Responsibilities

• Assist members of the public with their claims.
• Maintain communication with court staff across the UK.
• Meet performance indicators for customer queries.

Skills

Dealing with customers

Clear and understandable communication

Time management

IT skills

Confident with technology

Able to deal with difficult customers

Proactive thinking

Job description

MOJ- Sovereign House

Customer Support Officer/Call Handlers

Location: Sovereign House, 17 Princess Road West, Leicester, LE1 6TR

Working Days/Hours: 37 hrs per week, Monday - Friday 8am - 5pm

Hourly rate: £12.36 per hour

Contract: Temporary position until 31st March 2026, extendable.

Hybrid: 3 days in the office based on performance and support needed.

Brook Street in partnership with Ministry of Justice has a fantastic opportunity to join their team as a Customer Support Officer/Call Handlers. This is a great opportunity to gain valuable exposure/experience working within the public sector.

Experience Needed / Desired

• Dealing with customers
• Clear and understandable communication
• Time management
• IT skills
• Confident with technology
• Able to deal with difficult customers
• Proactive thinking

List of Duties / Responsibilities

• Have a positive approach and a can‑do attitude. You'll need to be open to change and not be afraid to take on challenges.
• Have flexibility and the ability to adapt across teams and processes. You'll need to demonstrate flexibility in your thinking and be able to adapt to new situations, including those outside your area.
• Work in a fast‑paced, challenging environment with the customer at the heart of everything we do.
• Field calls from the public seeking assistance issuing or responding to their claim.
• Keep regular contact with court staff at processing sites throughout the country.
• Deliver customer query resolution across various customer contact channels. Consistently meeting performance indicators for accuracy and timeliness is required across all channels.

Clearance level

Basic DBS

Training provided

No annual leave during training period. Dedicated trainer, shadow hearings.

Training location: Loughborough office for 2–3 weeks – Crown House, Southfield Rd, Loughborough, LE11 2TW, 4 weeks training to be done onsite.

Additional clearance if applicable

Period of 6 months or longer spent outside the UK in the last 5 years requires an additional overseas police check, the responsibility of the candidate.

Equal Opportunities

Brook Street supports the Armed Forces Covenant and guarantees interview to veterans or spouses/partners of military personnel who meet recruitment criteria. 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 a guaranteed interview with a PSR Sourcer. Candidates with a disability and/or veteran or spouse/partner are encouraged to register interest via the Brook Street website.