Operational Support Officers

Ministry of Justice; United States; Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Annual Leave 25 days (pro rata)

Pension

Training & Development

Family Friendly policies

Flexible benefits

Job summary

Ministry of Justice in the United Kingdom is seeking Operational Support Officers to deliver excellent customer service and admin support to court users, judiciary and management. You will progress cases through the court system and help ensure smooth court proceedings, sometimes in person, at different sites.

The role is full-time (37 hours per week) with flexible and part-time options and non-contractual hybrid working arrangements.

Qualifications

• Strong customer service skills in a public-facing role.
• Good digital and administrative abilities with accuracy.
• Clear and effective communication in person, by phone and in writing.
• Attention to detail when handling sensitive information.
• Collaborative and flexible team player capable of multi-tasking.

Responsibilities

• 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.

Skills

Customer service

Digital & administrative skills

Communication skills

Attention to detail

Team player

Job description

Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management. 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.

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. 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.

Non‑contractual hybrid working is currently available. Arrangements will be determined by the business and may not be available in every team. Hybrid working will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home / working in the office schedule.

Applications for part-time working will be considered however due to the nature of the role the minimum hours would be 35 hours per week over 6 days.

Saturday working Your working hours and/or days may be variable due to the requirement to work Saturdays and Bank Holidays. Your working pattern will be confirmed by your line manager and on the occasions you are required to work Saturdays and Bank Holidays you will be allocated a day off in lieu based on business needs. There is no requirement to work Sundays.

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.

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non‑contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For the nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). Some of the MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part‑time, flexible and job‑sharing working patterns, where they meet the demands of the role and business needs. All applications for part‑time, flexible and job‑sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.

Interviews will take place in person on a date to be confirmed. Requests for alternative interview dates or virtual interviews will only be considered in exceptional circumstances or where required as a reasonable adjustment.

Behaviours Communicating and Influencing Managing a Quality Service Delivering at Pace Strengths Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here. Level of security checks required DBS Enhanced

• 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.

Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [e-mail]);
• To Ministry of Justice Resourcing team ([e-mail]);
• To the Civil Service Commission (details available here)

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

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. If you are interested in developing a career with a real purpose, please apply.

The Civil Service is committed to attracting, retaining and investing in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. A Great Place to Work for Veterans The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

The MoJ offers a range of benefits:

• Annual Leave Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part‑time and job share posts will be calculated on a pro‑rated basis.
• Pension The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
• Training The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
• Networks The opportunity to join employee‑run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.