Operational Support Officer (AO)

Brook Street; Manchester; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

You will prepare for hearings across multiple channels, handle enquiries, signpost to the right support and perform data entry with care, contributing to efficient operations and timely case management.

Qualifications

• Confidence working flexibly in a busy environment.
• Strong digital skills, including Microsoft Office and working with databases.
• Clear communication—able to explain procedures calmly, even in difficult or distressing situations.
• Proactive problem-solving and sound judgement, escalating complex matters where appropriate.
• Resilience and professionalism, staying impartial while supporting people through challenging moments.
• Customer service approach with the ability to follow established protocols and escalation criteria.

Responsibilities

• Be the first point of contact for court users, judicial office holders and partner agencies, providing exceptional customer service
• Prepare for, facilitate and support all types of hearings through a mix of face-to-face, telephone, webchat and written communication
• Handle enquiries, resolve routine issues and signpost users to the right support—especially those with vulnerable or complex needs
• Use service scripts and knowledge articles to provide clear, accurate information and prevent delays
• Carry out a range of administration tasks, including accurate data entry and secure information management
• Support jury service activity (selection, deferral, reassignment and attendance tracking), including processing related expenses and court fees
• Contribute to enforcement processes such as financial assessments and basic statistical/financial reporting
• Support operational standards and follow processes, including risk awareness for buildings and health & safety activities (under team guidance)
• Maintain service flow by prioritising your workload and acting promptly on urgent requests

Skills

Customer service

Microsoft Office

Data entry

Communication

Problem solving

Digital skills

Tools

Databases

Job description

Operational Support Officer (AO)

Location: Crown Square, Manchester (M60 1PR)

Additional information

• Working pattern: 37 hours per week.1 day a week from home (AFTER training); otherwise office-based
• Office hours: 5 days over 6 between Monday and Saturday (when required by the business)
• Pay rate: £12.86 per hour

If you're someone who enjoys being the calm, capable first point of contact-supporting people with care while keeping services running smoothly-this is a brilliant opportunity to make a real difference to the day-to-day delivery of justice.

What you'll be doing:

• Be the first point of contact for court users, judicial office holders and partner agencies, providing exceptional customer service
• Prepare for, facilitate and support all types of hearings through a mix of face-to-face, telephone, webchat and written communication
• Handle enquiries, resolve routine issues and signpost users to the right support-especially those with vulnerable or complex needs
• Use service scripts and knowledge articles to provide clear, accurate information and prevent delays
• Carry out a range of administration tasks, including accurate data entry and secure information management
• Support jury service activity (selection, deferral, reassignment and attendance tracking), including processing related expenses and court fees
• Contribute to enforcement processes such as financial assessments and basic statistical/financial reporting
• Support operational standards and follow processes, including risk awareness for buildings and health & safety activities (under team guidance)
• Maintain service flow by prioritising your workload and acting promptly on urgent requests

What you'll bring:

• Confidence working flexibly in a busy environment-supporting delegated tasks to meet team priorities
• Strong digital skills, including Microsoft Office and working with databases
• Clear communication-able to explain procedures calmly, even in difficult or distressing situations
• Proactive problem-solving and sound judgement, escalating complex matters where appropriate
• Resilience and professionalism, staying impartial while supporting people through challenging moments
• Customer service approach with the ability to follow established protocols and escalation criteria

Ready to bring empathy, organisation and operational focus to a role where your work directly helps people access justice? -and if you'd like to discuss the role, your application will be routed to the hiring team.

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.