Operational Support Officer

Brook Street; Manchester; On-site; GBP 17,000 - 21,000; Full time

Job summary

HMCTS in Manchester seeks an Operational Support Officer (Customer Service) to provide high-quality administrative and frontline support for hearings, ensuring smooth operation of the justice process in a busy environment.

You will interact with users face-to-face, by telephone and in writing, signpost to services, support complaints, maintain case files with secure data, assist with listing and scheduling, and help with diary management and safety governance.

Qualifications

• Strong communication skills with a customer-focused approach.
• Ability to handle sensitive and complex situations professionally and empathetically.
• Good organisational skills and attention to detail.
• Experience in administrative or operational support roles is desirable.
• Knowledge of court or legal processes is beneficial but not essential.
• Ability to work effectively within a team and independently when needed.

Responsibilities

• Undertake administrative tasks to prepare for, facilitate, and conclude hearings.
• Provide users with clear, accessible support via face-to-face engagement, telephone calls, and written correspondence.
• Signpost users to appropriate support services and complex needs information.
• Use HMCTS scripts and knowledge articles to guide users and direct them to the right services.
• Support users through complaints procedures and update case management systems as required.
• Identify risks related to HMCTS buildings and inform the SPoS promptly.
• Process work to meet performance targets and uphold service standards.
• Manage case files with accurate data entry and secure information handling.
• Handle jury service tasks, including deferrals and attendance tracking.
• Assist with listing and scheduling to optimise judicial time.
• Provide diary management and administrative assistance to the judiciary.
• Support enforcement activities, including financial assessments and basic reports.
• Contribute to health and safety operations, including facility checks and safety governance.

Skills

Communication

Customer focus

Organisation

Team work

Administrative experience

Legal process knowledge

Job description

Operational Support Officer (Customer Service) - HMCTS

Location: Manchester

Pay: £12.86 per hour

Temporary assignment

Our client, a reputable government organisation, is hiring for a dedicated Operational Support Officer to join their team in Manchester. This role offers a meaningful opportunity to support the justice system by delivering excellent customer service and operational assistance.

What you'll be doing:

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
• Providing users and stakeholders with clear, accessible support via face-to-face engagement, telephone calls (incoming and outgoing), and written correspondence.
• Signposting users to appropriate support services, ensuring they receive relevant information, especially those with complex needs.
• Using HMCTS service scripts and knowledge articles to guide users and direct them to the right services.
• Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating case management systems as required.
• Identifying risks related to HMCTS buildings and informing the Senior Person on Site (SPoS) promptly.
• Processing work in line with standard operating procedures to meet performance targets and uphold service standards.
• Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
• Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses.
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters efficiently.
• Providing judicial support such as diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments and producing basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

What you'll bring:

• Strong communication skills with a customer-focused approach.
• Ability to handle sensitive and complex situations with professionalism and empathy.
• Good organisational skills and attention to detail.
• Experience in administrative or operational support roles is desirable.
• Knowledge of court or legal processes is beneficial but not essential.
• Ability to work effectively within a team and independently when needed.

Join a team committed to delivering justice with integrity and professionalism.