Operational Support Officer

Ministry of Justice; York and North Yorkshire; On-site; GBP 25,000 - 30,000; Full time

Job summary

Ministry of Justice in York is seeking an Operational Support Officer to deliver frontline customer service and essential administrative support to court and tribunal users, judiciary and management.

You will work as part of a team to progress cases, maintain records, and support efficient court proceedings while handling sensitive information with discretion and empathy.

Qualifications

• Strong customer service in a public-facing environment.
• Good digital and administrative skills; attention to detail.
• Effective communication across multiple channels.

Responsibilities

• Progress cases through the court/tribunal system.
• Provide customer service to court users and judiciary staff.
• Prepare papers and files for hearings and meetings.
• Maintain accurate records and digital updates.
• Support the smooth running of court proceedings and user contacts.

Skills

Customer service

Digital skills

Administrative skills

Communication

Empathy

Team player

Job description

Full Time, Part Time, Part Time/Job Share, Flexible Working

Vacancy Approach

External

Location

York

Region

North East

Closing Date

15-Sep-2026

Post Type

Permanent

AO

Number of jobs available

1

Reserve List

12 Months

Job ID

21664

Descriptions & requirements

Proud to serve. Proud to keep justice going.

Our Operational Support Officers play a critical role,providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

About us

HMCourts & 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 customer service and 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.

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

• Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
• Creating and updating records digitally, interpreting information required on a court file accurately.
• Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
• Supporting the smooth running of court proceedings, preparing court /hearing rooms and ensuring court runs efficiently.
• When required, you will be an essential first point of contact for all the court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led customer-facing environment.
• Good digital and administrative skills; with excellent attention to detail.
• Effective communication and organisational skills.Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilient and empathetic to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Please refer to therole profileattachment for more information.

Lead criterion at application stage:Statement of Suitability

An initial sift based on the statement of suitability may be held if a large number of applications are received.

These operational roles are customer facing, requiring successful applicants to be court based to provide HMCTS services to the public. Standard full time working hours are 37 hours per week(Monday to Friday). 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