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Brook Street; Oxford; On-site; GBP 25,000 - 28,000; Full time

Job summary

Brook Street in Oxford is seeking a capable Administrative Officer to provide customer-focused support, manage key admin tasks, and help ensure services run smoothly for users, stakeholders and teams.

You will maintain vacancy records, answer queries face-to-face, by phone and in writing, support court/hearing processes, assist with scheduling and reporting, and handle complaints with care. DBS check is required on onboarding; 37 hours/week, 9:00–17:00, Monday–Friday.

Qualifications

• Customer-first approach with clear communication, even when queries are complex.
• High level of administrative accuracy and record-keeping.
• Ability to follow procedures and meet performance targets.
• Calm judgment under pressure and proactive risk awareness.
• Resilience and professionalism handling time-sensitive requests.

Responsibilities

• Maintain accurate vacancy records by checking details and updating templates.
• Provide face-to-face, telephone and written responses, signposting users to services.
• Prepare, facilitate and support court/hearing processes per scripts and articles.
• Assist users with complex needs by sharing clear, consistent information.
• Process complaints following policies and prevent escalation.
• Undertake operational tasks using SOPs to meet targets and standards.
• Manage case files with secure data entry and retention compliance.
• Support jury service administration, including attendance tracking and fees.
• Assist listing, scheduling, diary coordination and urgent admin requests.
• Support enforcement procedures, including financial assessments and reporting.
• Contribute to health and safety operations and equipment governance.

Skills

Customer-focused

Clear communication

Attention to detail

Procedural compliance

Time management

Job description

Working Days / Hours: 37 hours Monday - Friday

Working Pattern: 9:00am - 5:00pm

Pay Rate: £12.86 per hour

Are you at your best when helping people through important moments-calmly, clearly and with a strong eye for detail? Our Client is looking for an AO to provide customer-focused support, manage key administration, and help ensure services run smoothly for users, stakeholders, and teams across Oxford.

What you'll be doing:

• Maintain accurate vacancy records by checking details and updating template information as needed
• Provide face-to-face, telephone (incoming and outbound), and written responses-signposting users to the right support and services
• Handle administrative tasks to prepare, facilitate, and result court/hearing processes, following relevant service scripts and knowledge articles
• Support users with specific (and potentially complex) needs by sharing clear, consistent information to help them participate effectively
• Process complaints in line with policies and procedures, supporting users through each stage and responding promptly to prevent escalation
• Undertake operational support using standard operating procedures to meet performance targets and service standards
• Manage case files with accurate data entry, secure information management, and compliance with retention/data loss protocols
• Support jury service administration (selection, deferral, reassignment, attendance tracking) plus expenses and court fees
• Assist with listing and scheduling, diary coordination, and urgent administrative requests as required
• Support enforcement procedures, including financial assessments, fine collection assistance, and basic statistical/financial reporting
• Contribute to health and safety operations (e.g., PEEPs, facility checks, issue logging, and key/safety governance under guidance)

What you'll bring:

• A customer-first approach with confidence communicating clearly, even when queries are complex
• Strong administrative accuracy-comfortable handling case files and maintaining high-quality records
• Ability to follow procedures, support compliance, and meet operational performance targets
• Calm judgement under pressure, with a proactive mindset to spot risks and act promptly
• Resilience and professionalism when dealing with complaints and time-sensitive requests

dditional information:

Opportunity to make a real difference by helping people access the right support at the right time-across multiple contact methods.

If you're successful in your application an Enhanced DBS will be required as part of the on-boarding checks with Brook Street.

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 interestand state the role that you are interested in.We arecommitted 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.