Operational Support Officer

Brook Street; Greater London; On-site; GBP 29,000 - 33,000; Full time

Job summary

The role is full-time, office-based at 181 Marylebone Road, with a pay rate of £15.59 per hour, 37 hours per week, Monday–Friday, 9:00–17:00, and Basic DBS clearance. Assignment until 31 March 2027 with potential extension.

You will prepare for hearings, deliver frontline customer service, handle confidential data, and assist with listing, scheduling, and enforcement procedures.

Qualifications

• Strong customer service skills and an empathetic, reassuring approach when dealing with sensitive situations.
• Excellent attention to detail and comfort working with secure, confidential information.
• Confident communication across in-person, telephone, and written channels.
• A structured working style—able to follow SOPs, meet targets, and maintain operational accuracy.
• Ability to respond quickly and appropriately to prevent issues escalating.

Responsibilities

• Prepare for, facilitate and complete administrative tasks to support all types of hearings
• Provide customer service to users and stakeholders via face-to-face engagement, inbound/outbound telephone contact, and correspondence in multiple formats
• Use HMCTS service scripts and knowledge articles to signpost users to the right support
• Support complaints handling in line with policy and procedure, taking immediate action where necessary to prevent escalation and updating OPTIC as required
• Follow operational procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry, secure information management, and compliance with retention and data loss protocols
• Manage jury service tasks (selection, deferral, reassignment, attendance tracking) and process jury-related expenses and court fees
• Assist with listing and scheduling to ensure effective use of judicial time and adherence to listing policies
• Support enforcement procedures, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety activity (PEEPs, facility checks, issue logging, and key/safety governance under team leader guidance)
• Identify risks relating to HMCTS buildings and inform the SPoS as required, acting immediately where needed

Skills

Customer service

Attention to detail

Clear communication

SOP adherence

Data handling confidentiality

Job description

Operational Support Officer

Location: 181 Marylebone Road, London NW1 5BR (Westminster & Hendon Magistrates Court on a rota basis)

• Pay Rate £15.59
• Working pattern: Monday-Friday, 9:00-17:00 (30-minute lunch), 37 hours per week
• Level of Clearance Required: Basic DBS
• Assignment length: until 31/03/2027 with potential extension

If you're someone who enjoys helping people through sensitive, high-stakes processes-and thrives on accuracy, calm communication, and procedure-this is a fantastic opportunity to join HMCTS operational teams. This full-time, office-based role supports the smooth running of court hearings and related services in a fast-paced environment.

What you'll be doing:

• Prepare for, facilitate and complete administrative tasks to support all types of hearings
• Provide customer service to users and stakeholders via face-to-face engagement, inbound/outbound telephone contact, and correspondence in multiple formats
• Use HMCTS service scripts and knowledge articles to signpost users to the right support, providing clear and consistent information-especially for those with complex needs
• Support complaints handling in line with policy and procedure, taking immediate action where necessary to prevent escalation and updating OPTIC as required
• Follow operational procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry, secure information management, and compliance with retention and data loss protocols
• Manage jury service tasks (selection, deferral, reassignment, attendance tracking) and process jury-related expenses and court fees
• Assist with listing and scheduling to ensure effective use of judicial time and adherence to listing policies, including responsiveness to urgent matters
• Support enforcement procedures, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety activity (PEEPs, facility checks, issue logging, and key/safety governance under team leader guidance)
• Identify risks relating to HMCTS buildings and inform the Senior Person on Site (SPoS) as required, acting immediately where needed

What you'll bring:

• Strong customer service skills and an empathetic, reassuring approach when dealing with sensitive situations
• Excellent attention to detail and comfort working with secure, confidential information
• Confident communication across in-person, telephone, and written channels
• A structured working style-able to follow SOPs, meet targets, and maintain operational accuracy
• Ability to respond quickly and appropriately to prevent issues escalating

If you're ready to bring your organisation, professionalism, and customer focus to a role where your work makes a real difference.

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.

Due to the high volume of applications we receive, we are only able to contact candidates who have been selected to progress to the next stage of the recruitment process. If you have not heard from us within 1 week of your application, please assume that your application has not been successful on this occasion.