Operational Support Officer

Brook Street; East Midlands; On-site; GBP 29,851,000 - 40,387,000; Full time

Job summary

Brook Street is recruiting an AO Operational Support Officer to back day-to-day hearings in a busy, public-facing environment. Location NG2 1EE; hours 37 per week, Monday to Friday, 9:00–17:00.

Responsibilities include preparing hearings, handling inquiries via face-to-face, phone, and correspondence, data entry, case management, and diary coordination, with emphasis on accuracy, privacy, and adherence to procedures.

Qualifications

• Strong customer service via in-person, phone and written communications.
• Excellent administrative accuracy and discretion.
• Ability to follow processes and respond to urgent matters.

Responsibilities

• Undertaking administrative tasks to prepare for, facilitate and support hearings.
• Help users and stakeholders through clear, consistent support via face-to-face, telephone and correspondence in a range of formats.
• Signpost people to the right services using service scripts and knowledge articles.
• Follow complaints policies and support cases through the process, updating OPTIC as required.
• Support operational activity by processing work against procedures and targets.
• Handle case files with accurate data entry and secure information management.
• Manage jury service tasks including selection, deferral, reassignment and attendance tracking.
• Assist with listing, scheduling and coordinating judicial business support.
• Support enforcement activity including financial assessments and basic reporting.
• Contribute to health and safety operations under team leader guidance.

Skills

Customer service

Administrative focus

Data entry

Communication

Job description

Operational Support Officer (AO x1)

Location: NG2 1EE

Working pattern: Monday to Friday, 9:00-17:00, 37 hours per week

Pay rate: £13.25 per hour

If you're looking for a role where administration meets real public impact, this could be a fantastic next step. Our Client is hiring an AO Operational Support Officer to support day-to-day justice operations in a busy, people-focused environment.

What you'll be doing:

• Undertaking administrative tasks to prepare for, facilitate and support hearings
• Helping users and stakeholders through clear, consistent support via face-to-face, telephone (incoming/outbound) and correspondence in a range of formats - especially where needs may be complex
• Using service scripts and knowledge articles to signpost people to the right services and provide appropriate information
• Following complaints policies and procedures, supporting cases through the process and responding promptly to prevent escalation (including updating OPTIC as required)
• Supporting operational activity by processing work against standard operating procedures and performance targets
• Handling case files with accurate data entry and secure information management in line with retention and data loss protocols
• Managing jury service tasks such as selection, deferral, reassignment and attendance tracking, including expenses and court fee processing
• Assisting with listing and scheduling, and coordinating judicial business support (e.g., diary coordination and admin tasks)
• Supporting enforcement activity (including financial assessments, fine collection support and basic statistical/financial reporting)
• Contributing to health and safety operations (e.g., PEEPs, facility checks, issue logging and key/safety governance under team leader guidance)

What you'll bring:

• Confident customer service approach, with the ability to communicate clearly and calmly in a fast-paced setting
• Strong administrative focus with accuracy, discretion and a commitment to compliance
• Ability to follow processes and respond effectively to urgent matters
• Practical problem‑solving mindset, including identifying risks and escalating appropriately
• Comfortable handling sensitive information and working to service standards

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 encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. 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.