Operational Support Officer Role

Brook Street; Tees Valley; On-site; GBP 14,615 - 20,816; Full time

Job summary

Brook Street is seeking an Operational Support Officer in Middlesbrough. This role involves administrative tasks to facilitate hearings and assist users, showcasing strong organisational and communication skills.

The ideal candidate is proactive, can handle sensitive information, and has experience in customer service or administrative roles. If you are eager to support justice and public service, apply with your CV today!

Brook Street proudly supports the Armed Forces Covenant and is a Disability Confident Leader, guaranteeing interviews for veterans and qualified candidates with disabilities.

Qualifications

• Strong organisational skills with attention to detail.
• Excellent communication skills, both face-to-face and over the phone.
• Ability to handle sensitive information with confidentiality.
• Proactive approach to problem-solving and risk awareness.
• Experience in administrative or customer service roles is desirable.
• Knowledge of court or legal processes is advantageous.

Responsibilities

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings.
• Assisting users and stakeholders through face-to-face engagement and telephone calls.
• Providing clear, consistent information using HMCTS service scripts.
• Managing case files with accurate data entry and secure information handling.
• Handling jury service tasks such as selection and attendance tracking.

Skills

Strong organisational skills

Excellent communication skills

Ability to handle sensitive information

Proactive approach to problem-solving

Experience in administrative roles

Knowledge of court or legal processes

Job description

Operational Support Officer - HMCTS (Middlesbrough)

£12.86 per hour

Full time - Monday to Friday - 37 hours per week

Temporary assignment

Must be able to pass a DBS and have valid right to work

What you’ll be doing:

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings.
• Assisting users and stakeholders through face‑to‑face engagement, telephone calls (incoming and outgoing), and correspondence, including those with complex needs.
• Providing clear, consistent information using HMCTS service scripts and knowledge articles, directing users to relevant services.
• Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating case management systems.
• Identifying risks related to HMCTS buildings, informing the Senior Person on Site, and responding promptly to safety concerns.
• Processing work according to standard operating procedures to meet performance and service standards.
• Managing case files with accurate data entry, secure information handling, and compliance with data retention policies.
• Handling jury service tasks such as selection, deferrals, attendance tracking, and processing expenses.
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters.
• Providing judicial support, including diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments, fine collection, and generating basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

What you’ll bring:

• Strong organisational skills with attention to detail.
• Excellent communication skills, both face‑to‑face and over the phone.
• Ability to handle sensitive information with confidentiality.
• Proactive approach to problem‑solving and risk awareness.
• Experience in administrative or customer service roles is desirable.
• Knowledge of court or legal processes is advantageous.
• Ability to work effectively within a team and under pressure.

This role offers a rewarding environment where your skills will support the delivery of justice and public service. If you’re organised, empathetic, and eager to make a difference, we want to hear from you!

Location: Middlesbrough

Application: Please submit your CV to be considered for this opportunity.

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 the essential criteria, Brook Street will interview the best candidates from within that group.