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Brook Street; Norwich; On-site; GBP 21,000 - 27,000; Full time

Job summary

Brook Street is seeking an organized administrative assistant to provide front-line support across justice services. The role involves hearing-related admin tasks, handling inquiries in person, on the phone, and in writing, and guiding users to the right services with clear information.

You will follow documented processes, manage case files with careful data entry, and assist with listing, scheduling, and basic reporting.

Qualifications

• Strong customer service instincts and ability to communicate clearly with diverse people.
• High attention to detail and secure handling of information.
• Ability to manage multiple priorities in a structured way.
• Empathy and patience for users with complex needs.
• Commitment to following policies and procedures, including complaints handling.

Responsibilities

• Prepare for, facilitate and support a range of hearing-related administration tasks.
• Support users and stakeholders via face-to-face contact, telephone, and written correspondence.
• Signpost users to the right services using scripts and guidance.
• Follow complaints processes and respond promptly to prevent escalation.
• Process work to meet performance and service standards.
• Handle case files with accurate data entry and secure information management.

Skills

Customer service

Attention to detail

Multitasking

Clear communication

Policy adherence

Job description

Are you someone who brings calm, clarity and structure to busy operational days? Our Client is hiring for a reputed client to provide dependable front-line and administrative support across justice services-helping people understand next steps, accessing the right support, and keeping services running smoothly.

What you'll be doing:

• Prepare for, facilitate and support a range of hearing-related administration tasks
• Provide support to users and stakeholders via face-to-face contact, telephone (incoming and outbound), and written correspondence in different formats
• Use service scripts and knowledge guidance to signpost users to the right services and give clear, consistent information-especially for users with specific or complex needs
• Follow complaints processes and procedures, responding promptly to help prevent escalation and updating relevant systems as required
• Process work in line with standard operating procedures to meet performance and service standards
• Handle case files with accurate data entry and secure information management, ensuring compliance with retention and data loss protocols
• Support jury service tasks including selection, deferral, reassignment and attendance tracking, plus processing expenses and court fees
• Assist with listing and scheduling, including supporting urgent matters and adhering to listing policies
• Support enforcement activity, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety operations (e.g., checks, issue logging and relevant governance) under team leader guidance

What you'll bring:

• Strong customer service instincts and confidence communicating clearly with a wide range of people
• Attention to detail with administrative accuracy, secure handling of information, and reliable follow-through
• Ability to manage multiple priorities in a structured way while meeting performance expectations
• Empathy and patience, particularly when dealing with users who may have complex needs
• A commitment to following policies and procedures, including complaints handling and operational standards

Additional information:

• You'll also help identify risks related to HMCTS buildings and raise them with the Senior Person on Site (SPoS) as required, responding immediately where needed.

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.

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.