Operational Support Officer

Ministry of Justice; Crewe; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Flexible working policy

Annual leave 25 days (30 days after 5y

Pension scheme

Job summary

Ministry of Justice, based at Crewe, is seeking dedicated Operational Support Officers to support court and tribunal users, judiciary and management. You will progress cases, provide high- quality customer service, and handle administrative tasks across office and court environments.

Key duties include preparing papers for hearings, updating digital records, communicating with diverse users and supporting smooth court operations.

Qualifications

• Strong customer service skills in a public-facing environment.
• Good digital and administrative skills with excellent attention to detail.
• Effective communication and organisational abilities across in-person, telephone, and written channels.
• Resilient and empathetic when handling sensitive information and situations.
• A team player able to collaborate and adapt to deliver HMCTS objectives.

Responsibilities

• Prepare papers and files for court, tribunals, hearings and meetings, handling sensitive information and accurately recording outcomes.
• Create and update records digitally; interpret information required on a court file.
• Communicate with the public, judiciary, and other court users and agencies, ensuring clear information flows.
• Support the smooth running of court proceedings and prepare court/hearing rooms for efficient operation.
• Act as an initial point of contact for court users when required and assist members of the public and representatives.

Skills

Customer service

Digital skills

Communication

Organisational skills

Teamwork

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.If you are interested in developing a career with a real purpose, please apply.

Your role

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users, which could include members of the judiciary and the legal profession.

You will be adaptable, able to multi-task and effectively carry out a variety of duties, both office-based and in a court, which will include:

Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.

• Creating and updating records digitally, interpreting information required on a court file accurately.
• Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
• Supporting the smooth running of court proceedings, preparing court /hearing rooms and ensuring court runs efficiently.
• When required, you will be an essential first point of contact for all the court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led customer-facing environment.
• Good digital and administrative skills; with excellent attention to detail.
• Effective communication and organisational skills. Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilient and empathetic to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Please refer to the role profile attachment for more information.

Lead criterion at application stage:Statement of Suitability.An initial sift based on the statement of suitability may be held if a large number of applications are received.

These operational roles are customer facing, requiring successful applicants to be court based to provide HMCTS services to the public. Standard full time working hours are 37 hours per week . HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy

Non-contractual hybrid working is currently available. Arrangements will be determined by the business and may not be available in every team. Hybrid working will only available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home / working in the office schedule

Part time or full time working

Applications for part-time working will be considered however due to the nature of the role the minimum hours would be 35 hours per week over 6 days.

Contracted Hours:

Your working hours and days may vary, as the role requires occasional Saturday and/or Bank Holiday working. Your schedule will be agreed with your line manager, and when you are required to work on these days, you will receive a day off in lieu, subject to business needs. There is no requirement to work Sundays.

Location

You will be based at Crewe Magistrates’ Court. The address is The Law Courts
Civic Centre, Crewe.CW1 2DT.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

The MoJ offers a range of benefits:

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro‑rate basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee‑run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

• A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices .You can determine your eligibility at https://www.childcarechoices.gov.uk/ .
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To the Civil Service Commission (details available here )

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

For more information on applying for a role as a candidate with a disability or long‑term condition, please watch our animated videos .

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience in the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns.

Civil Service Nationality Rules

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre‑settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

AO Role profile.docx(Job Description Attachment)

We will assess your experience for this role via the following methods

Statement of Suitability

Guidance for the Statement of Suitability

Yes
If yes, enter guidance text and word limit
Please tell us why you are suitable for this role. Demonstrate your transferable skills, knowledge, and experience in relation to the essential criteria outlined in the job description: customer service, administrative and IT experience, attention to detail, communication, and organisational skills.
You may draw on examples from work, education, volunteering, or other relevant experiences. To achieve the highest scores, we strongly encourage you to use the full word count (500 words). Provide personalised, real‑life evidence, clearly linking your experience to the essential criteria.
Please ensure that all information provided is truthful and factually accurate.
Important: Submitting content that is copied or plagiarized, including material generated by others or by artificial intelligence, may result in your application being withdrawn.

Evidence of Experience

Statement of Suitability

Technical

Technical Questions Application Form Question Word Limit

250

Using your CV as a reference, please provide a summary of the key responsibilities from your previous experience that is most relevant to the Operational Support Officer position. Begin with your most recent experience and work backwards. For each position, include the job title, duration of employment, and a concise overview of your main duties. (Maximum 250 words).
This section is intended to help us understand where and how you gained experience in: Customer service, administration, IT systems and applying attention to detail in your work
Please avoid repeating content from your Statement of Suitability. That section should focus on what you can do, supported by specific examples. This question, by contrast, is about what you’ve done and the context in which your experience was gained.

Interview stage assessments

Interview Dates

Interviews will take place in person on a date to be confirmed. Requests for alternative interview dates or