Operational Support Officer

Ministry of Justice; Haverfordwest; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

HM Courts & Tribunals Service (HMCTS) in Wales is seeking Admin Officers to provide administrative support to court users, judiciary and management, enabling the smooth operation of proceedings. You will progress cases, handle documents, liaise with the public and other agencies, and undertake clerking duties to support court hearings.

The role is office-based with potential hybrid working in the UK. Standard hours are 37 per week; flexible patterns considered; you must have strong customer

Qualifications

• Friendly and approachable with excellent customer service.
• Ability to multitask in a fast-paced office.
• Strong written and verbal communication skills.
• Proficient with IT and various software packages.
• Excellent organisational skills.

Responsibilities

• Progress cases through the court/tribunal system.
• Check and verify documents, records, returns and statements.
• Communicate with the public, judiciary, and other agencies.
• Prepare papers and files for court, hearings and meetings.
• Create and update records in the in-house computer system.
• Clerking duties to support smooth court proceedings.

Skills

Customer service

Multitasking

Communication

IT skills

Organisation

Job description

Proud to serve. Proud to keep justice going.

Our Admin Officers play a critical role, providing excellent administrative support and customer service to court 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.

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 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.

The role is primarily based within the office. Clerking duties will also be incorporated into the post, supporting the smooth running of court proceedings.

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

• Primary function - Resulting courts accurately, interpreting accurately the information required on a court file.
• Checking and verifying documents, records, accounts, claims and returns for approval, results, statistics, plans etc. against criteria, regulations or procedures.
• Collecting and assembling information for returns, results, accounts, statements, warrants, statistical analysis, reports, etc
• Communicating with the Public, the Judiciary, other Court and Tribunal Users and Representatives of other Agencies and Organisations
• Preparing papers and files for court, tribunals, hearings and meetings
• Creating and updating records on our in-house computer system and data input

Your skills and experience

• Friendly and approachable manner with excellent customer service skills.
• Ability to multitask, whilst working in a fast-paced environment.
• Good written and verbal communication skills.
• IT proficient with the ability to learn and adapt to different technologies and software packages.
• Excellent organisational skills.

These operational roles are customer facing, requiring successful applicants to be office 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.

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 increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. 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 do not meet the new eligibility criteria for sponsorship (or the transitional provisions), 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.

Lead Criterion: Statement of Suitability. A sift based on the statement of suitability may be held if a large number of applications are received.

The successful candidate will undergo - Fire and Incident Control Officer training (FICO) and on occasion be Senior Person on Site (SPOS), they will also be expected to support and assist with these duties.

Base Location –Haverfordwest County Court, Penffynnon, Hawthorn Rise, Haverfordwest, SA61 2AX

Interviews

Requests for virtual interviews and alternate dates will only be considered in exceptional circumstances or as part of a reasonable adjustment.

This is a business-critical role requiring full-time hours only

Additional Information

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-rata 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 into 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. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

• 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.

Welsh Role Profile HMCTS Operational Support Officer.docx(Welsh translated job description)

AO role profile .docx(Job Description Attachment)

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

Statement of Suitability

Statement of Suitability

Guidance for the Statement of Suitability

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 examples from work, education, volunteering, or other relevant experiences. To achieve the highest scores, we strongly encourage you to use the full word count. Provide personalised, real-life evidence, clearly link your experience to the essential criteria.
Please ensure that all information provided is truthful and factually accurate.
Important: Submitting content that is copied or plagiarised—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 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 are in person and will provisionally take place early to mid October 2026

Behaviours

Communicating and Influencing

Managing a Quality Service

Delivering at Pace

Strengths

Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here .

Level of security checks required

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.Please see ourcandidate guidance for more information on appropriate and inappropriate use.