Read more

Ministry of Justice; Barnstaple; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Flexible working patterns

Job-sharing

Job summary

The Operational Support Officer role is based in the courtroom, delivering customer service and administrative support to court users, judiciary and management. You will be adaptable, able to multi-task and carry out duties across office settings and court environments, including preparing papers, creating records digitally and communicating with stakeholders to ensure smooth proceedings.

Standard full-time hours are 37 per week, with HMCTS welcoming part-time, flexible and job-sharing patterns;

Qualifications

• Strong customer service skills in a public-service 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 handle sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Responsibilities

• Support the smooth running of court proceedings and provide admin support to court users.
• Prepare papers and files for court, tribunals, hearings and meetings, handling sensitive information.
• Create and update records digitally and ensure accurate court file information.
• Communicate with the public, judiciary, and other agencies involved in court processes.
• Act as a first point of contact for court users, including witnesses and legal representatives.
• Carry out court usher duties and ensure court rooms are prepared and run efficiently.
• Contribute to achieving performance and service standard targets across the area of work.

Skills

Customer service

Digital skills

Administrative skills

Communication

Teamwork

Job description

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

HM Courts & 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.

Your role

The role is primarily based within the courtroom, supporting the smooth running of court proceedings. Administrative duties will also be incorporated into the post.

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.

Court Specific Duties

Duties undertaken within the Court may include, but are not limited to, the following:

Speak publicly and manage courtroom proceedings.

Court usher duties which include preparation and management of a courtroom by communication with court users (members of the public).

Ensuring court video link technology is prepared and working correctly.

Communication with stakeholders and professionals including Police, Probation Service and Solicitors.

Administration work including pre and post court functions.

Please refer to the role profile attachment 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 patterns will be considered in accordance with the MoJ’s Flexible Working policy. Applications for part-time working will be considered. However, due to the requirements of the role, a minimum working pattern of three days per week is required.

Saturday Working

The contract includes a 5 days over 6 working days shift pattern, which may include Saturdays. Your working pattern will be confirmed by your line manager and, if you are required to work on a Saturday, you will receive a day off in lieu in accordance with business needs. Please note that there is no requirement to work on Sundays. Although Saturday working is included within the contractual arrangements, there are currently no plans for Operational Support Officers to work Saturdays at the moment.

Occasional travel to other courts

Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc or regular basis at other local HMCTS sites/courts. Where applicable, associated travel cost/time will be applied in line with organisational policies.

Please only indicate preferences where you are prepared to work. If you are subsequently offered a role from the reserve list for a location preference indicated in your application and decline it, you will be removed from the reserve list for the vacancy, across all locational preferences.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.