Hearing & Administrative Support

Brook Street; Greater London; On-site; GBP 22,000 - 26,000; Full time

Job summary

Brook Street in London seeks a Customer Service professional for Hearing & Administrative Support (AO) to join a busy, public-facing team. The role is a full-time, officer-based temporary assignment working Monday to Friday, 9am to 5pm, supporting hearings and administrative tasks in a justice-focused environment.

You will engage with users across multiple channels, follow service scripts, and ensure accurate data handling and compliance while providing empathetic, clear guidance.

Qualifications

• Experience handling complex needs with empathy and patience.
• Ability to communicate clearly across multiple channels (in person, phone, written).
• Data handling and information security/compliance awareness.
• Ability to follow scripted processes while adapting to user needs.

Responsibilities

• Prepare for hearings and facilitate activities.
• Provide face-to-face, telephone, and written support to users and stakeholders.
• Direct people to the right services using scripts and guidance articles.
• Follow complaints policies, respond promptly to reduce escalation, and keep systems updated.
• Support operational activity by processing work per SOPs and meeting service standards.
• Handle case files with accurate data entry and secure information management.
• Assist with jury service tasks including selection, deferral, reassignment and attendance tracking.
• Help with listing and scheduling, including urgent matters and policy adherence.
• Support health and safety activities including PPEs, facility checks, issue logging and governance.

Skills

Calm demeanour

Clear communication

Attention to detail

Process adherence

Job description

Customer Service (Hearing & Administrative Support - AO)

Location: London

Full Time officer based temporary assignment

Monday to Friday 9am to 5pm

If you enjoy helping people feel listened to-especially when their needs are complex-this role offers meaningful work within a busy, public-facing environment. Our Client is hiring for a reputed client to provide support that helps individuals participate in justice effectively, using clear information, empathy, and efficient administration.

What you'll be doing:

• Undertake administrative tasks to prepare for, facilitate and complete hearing activities
• Provide support to users and stakeholders through face-to-face engagement, telephone (incoming and outbound), and responding to correspondence in a range of formats
• Use service scripts and knowledge articles to direct people to the right services and provide specific, consistent guidance
• Follow complaints policies and procedures, respond promptly to reduce escalation, and keep systems up to date as required
• Support operational activity by processing work using standard operating procedures and meeting performance and service standards
• Handle case files with accurate data entry and secure information management, following retention and data loss protocols
• Assist with jury service tasks including selection, deferral, reassignment and attendance tracking (plus processing related expenses and court fees)
• Help with listing and scheduling, including supporting urgent matters and adherence to listing policies
• Support health and safety activity including PEEPs, facility checks, issue logging and key/safety governance under team leader guidance

What you'll bring:

• A calm, confident approach when dealing with people with specific or complex needs
• Clear, consistent communication and strong customer service mindset across multiple contact methods
• Attention to detail for accurate administration, secure handling of information and compliance
• Ability to follow processes and service scripts while adapting to the needs of the user

Additional information:

• Identify risks relating to HMCTS buildings and inform the Senior Person on Site (SPoS) as required, with immediate response where needed
• Support enforcement procedures by undertaking financial assessments, aiding fine collection, and producing basic statistical and financial reports

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.