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Ministry of Justice; Salford; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

The Ministry of Justice is hiring Operational Support Officers in National Services to provide excellent telephone and administrative support to court users from Newport. The role is predominantly telephone-based and supported by a structured training programme to build essential skills for handling sensitive cases.

You will work in a team, aiming to meet service standards while communicating clearly with the public and legal representatives, using email, webchat, and case record updates.

Qualifications

• Strong customer service skills in a service-led environment.
• Excellent digital and administrative skills with attention to detail.
• Effective communication in person, over the phone, digitally and in writing.
• Resilient and empathetic when dealing with sensitive information.
• Team-oriented, collaborative and flexible to deliver HMCTS objectives.

Responsibilities

• Taking inbound calls from the public and legal representatives and returning calls as required.
• Communicating effectively with the public, other court and tribunal users and representatives of other agencies and organisations.
• Delivering a high standard of customer service, responding to enquiries with empathy and understanding, particularly in situations where individuals may be under stress or facing challenging circumstances.
• Using email and webchat and undertaking general administrative work.
• Interpreting information to accurately update digital records.

Skills

Customer service

Digital skills

Administrative skills

Communication

Organisation

Empathy

Teamwork

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services provide excellent telephone and administrative support to court users. This position is predominately telephone-based and our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

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 National Service teams offer a wide range of support which includes assisting customers via the telephone, providing digital assistance, facilitating audio and video hearings, as well as supporting case progression and court hearings.

We support multiple judications such as Social Service and Child Support, Family Public Law, Probation, Crime, Immigration and Asylum, Divorce, Online Civil Money Claims, Special Education Needs and Disability Tribunal (SEND), Mental Health Tribunal and the Single Justice Service.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.

Your role

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work.

You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. You will be supported by a Team Leader and, alongside our in-depth training programme, will have access to ‘SHELF’ (guidance document) to assist in your role.

You will be adaptable, able to multi-task and effectively carry out a variety of duties, which will include:

• Taking inbound calls from the public and legal representatives and returning calls as required.
• Communicating effectively with the public, other court and tribunal users and representatives of other agencies and organisations.
• Delivering a high standard of customer service, responding to enquiries with empathy and understanding, particularly in situations where individuals may be under stress or facing challenging circumstances.
• Using email and webchat and undertaking general administrative work.
• Interpreting information to accurately update digital records.

Your knowledge, skills and experience

Strong customer service skills with the ability to work in a service-led 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.

Please refer to the role profile attachment for more information.

Location

You will be based in Newport. The address is Usk House, NP20 2GD.

Training

There is a 1-week induction that is full time but can be worked from home, following this a full-time 6-week training academy will commence, this is office based / in person. Requests for part-time training will be considered on a case-by-case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that timeframe.

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.

Occasional travel to other courts

For this post, occasional travel will be required for cover when needed.