Telephony Admin Officer: Help People Access Justice

Brook Street; Stoke-on-Trent; On-site; GBP 15,000 - 21,000; Full time

Job summary

Brook Street is recruiting for an Admin Officer (Telephony) based at Bennett House, Stoke-on-Trent. Working hours are 9:00am–5:00pm, Monday to Friday, 37 hours per week. The role focuses on handling telephony, guiding users to access justice with professionalism and accuracy.

You will take and make calls, provide clear information using service scripts, and ensure records are updated with careful attention to data protection and process compliance. A Basic DBS check is required.

Qualifications

• Clear, confident and professional communication, both verbal and written.
• Strong telephone presence with excellent listening skills.
• Basic IT confidence including computers, email and Microsoft Office.
• Attention to detail to ensure accurate updates and records.
• Problem-solving mindset and initiative to handle queries.

Responsibilities

• Taking and making calls throughout the day with a confident, professional telephone manner.
• Answering questions clearly and directing callers to the right place using scripts and articles.
• Escalating queries to the right teams while providing immediate responses to prevent escalation.
• Following complaints policies and procedures and updating records as required.
• Processing work using standard operating procedures to meet performance targets.
• Handling case files with accurate data entry and secure information management.
• Identifying relevant HMCTS buildings and informing SPoS when required.

Skills

Clear communication

Telephone presence

Attention to detail

Problem solving

Verbal and written communication

Tools

Microsoft Office

Job description

Brook Street is recruiting for an Admin Officer (Telephony) based at Bennett House, Stoke-on-Trent. Working hours are 9:00am–5:00pm, Monday to Friday, 37 hours per week. The role focuses on handling telephony, guiding users to access justice with professionalism and accuracy.

You will take and make calls, provide clear information using service scripts, and ensure records are updated with careful attention to data protection and process compliance. A Basic DBS check is required.