Phone Support & Admin Officer — Access to Justice

Brook Street; Hempstalls; On-site; GBP 15,000 - 21,000; Full time

Job summary

Brook Street is hiring for an Admin Officers role focused on telephony-based support. The position requires handling calls, guiding users to the right resources, and updating records with careful data entry and adherence to retention policies.

The role includes a BASIC DBS check in onboarding, and Brook Street highlights its commitment to veterans and military spouses with guaranteed interviews and Defence Employer Recognition Scheme awards.

Qualifications

• Clear, confident verbal and written communication.
• Strong telephone manner with professional composure.
• Basic IT skills and comfort with multiple systems.

Responsibilities

• Taking and making calls, handling enquiries with a confident manner.
• Direct callers to the right place using scripts and knowledge articles.
• Escalate queries while providing immediate responses to prevent escalation.
• Follow complaints procedures and support users through the process.
• Process work using SOPs to meet performance targets and ensure standards.
• Handle case files with accurate data entry and secure information management.
• Identify relevant HMCTS buildings and inform SPoS when required.

Skills

Telephone presence

Professional communication

IT literacy

Tools

Microsoft Office

Job description

Brook Street is hiring for an Admin Officers role focused on telephony-based support. The position requires handling calls, guiding users to the right resources, and updating records with careful data entry and adherence to retention policies.

The role includes a BASIC DBS check in onboarding, and Brook Street highlights its commitment to veterans and military spouses with guaranteed interviews and Defence Employer Recognition Scheme awards.