Operational Support Officer

Brook Street; Liverpool; On-site; GBP 24,000 - 27,000; Full time

Job summary

Brook Street is recruiting for an Operational Support Officer (AO) in Liverpool. The role is office-based, full-time (37 hours per week) with a pay rate of £13.25 per hour. The post supports civil and family court hearings, handling administration, scheduling, and customer service across multiple contact channels.

You will manage case files, data entry, and health and safety procedures, while assisting with listing, enforcement support and daily operations to ensure smooth judicial processes.

Qualifications

• Confidence delivering calm, clear support to users, especially when needs are complex or sensitive
• Strong attention to detail when managing information, data entry and records
• A professional, service-minded approach to communication and administration
• The ability to follow procedures while still responding quickly when situations require immediate action

Responsibilities

• Deliver customer service by completing administrative tasks that help set up, facilitate and conclude hearings
• Support users and stakeholders through a range of contact methods—face to face, telephone (incoming and outbound), and correspondence in different formats
• Use HMCTS service scripts and knowledge articles to guide people to the right services and provide clear information
• Follow complaints policies and procedures, responding promptly and updating OPTIC as required to help prevent escalation
• Process work using standard operating procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry and secure information management, following retention and data loss protocols
• Support jury service tasks, including selection, deferral, reassignment and attendance tracking, plus processing related expenses and court fees
• Assist with listing and scheduling to support efficient use of judicial time, including responsiveness to urgent matters
• Help with enforcement support, including financial assessments, assisting fine collection, and producing basic statistical and financial reports
• Contribute to health and safety operations (including PEEPs, facility checks, issue logging and key/safety governance under team leader guidance)

Job description

Operational Support Officer (AO)

Location: Liverpool, L2 2BX)

Additional information:

• Full-time role: 37 hours per week, office based
• Pay rate: £13.25 per hour

If you enjoy helping people through complex situations, working with care and clarity, and keeping day-to-day operations running smoothly-this is a role where your effort genuinely matters. Our Client is hiring for a reputed client to provide operational and administrative support across civil and family court hearings and services in Liverpool.

What you'll be doing:

• Deliver customer service by completing administrative tasks that help set up, facilitate and conclude hearings
• Support users and stakeholders through a range of contact methods-face to face, telephone (incoming and outbound), and correspondence in different formats
• Use HMCTS service scripts and knowledge articles to guide people to the right services and provide clear information (including for users with more complex needs)
• Follow complaints policies and procedures, responding promptly and updating OPTIC as required to help prevent escalation
• Process work using standard operating procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry and secure information management, following retention and data loss protocols
• Support jury service tasks, including selection, deferral, reassignment and attendance tracking, plus processing related expenses and court fees
• Assist with listing and scheduling to support efficient use of judicial time, including responsiveness to urgent matters
• Help with enforcement support, including financial assessments, assisting fine collection, and producing basic statistical and financial reports
• Contribute to health and safety operations (including PEEPs, facility checks, issue logging and key/safety governance under team leader guidance)

What you'll bring:

• Confidence delivering calm, clear support to users-especially when needs are complex or sensitive
• Strong attention to detail when managing information, data entry and records
• A professional, service-minded approach to communication and administration
• The ability to follow procedures while still responding quickly when situations require immediate action

  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.