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- Tasks: Provide excellent telephone and administrative support to court users.
- Company: Brook Street is a Disability Confident Leader committed to supporting diverse candidates.
- Benefits: Enjoy flexible training, potential hybrid work options, and a supportive team environment.
- Why this job: Make a real impact by helping people in stressful situations with empathy and professionalism.
- Qualifications: Strong IT skills, excellent customer service, and the ability to handle sensitive matters.
- Other info: Guaranteed interviews for veterans and military spouses who meet essential criteria.
The predicted salary is between 24000 - 36000 £ per year.
Our Courts & Tribunals Service Centre (CTSC) Support Officers play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.?, As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will also form part of the role. You will work in a small team supported by a Team Leader and, alongside our in-depth training programme, will have access to our ‘knowledge bank’ (guidance document) to assist in your role., 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 interest and state the role that you are interested in. We are committed 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.
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.?Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.
This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.
Your skills and experience
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Proficient in using IT – helping users navigate our online systems, updating and processing case details.
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Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience.
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Be able to empathise with our customers.
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Promote and support customers to engage digitally and use online applications.
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Be able to explain information clearly so our customers feel reassured, and they know what they need to do.
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Be flexible and adaptive to support business needs.
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Proactively resolve routine problems and escalate serious issues.
The office is open Monday-Friday from 8:00am to 6:00pm. We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are between 8:00am and 6:00pm. All our staff are expected to work 6 Saturdays per year on a rota basis.
To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours are between 8:00am and 6:00pm.
Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and 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.
Training
There is a 1-week induction that is full time but can be worked from home, following this a full-time 3-week training academy will commence, this is office based / in person.
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.
Admin Officer (AO) - Band E employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Admin Officer (AO) - Band E
✨Tip Number 1
Familiarize yourself with the specific challenges that court users face. Understanding their needs will help you communicate more effectively and empathetically during your calls.
✨Tip Number 2
Practice your telephone communication skills. Since the role is predominantly phone-based, being able to convey information clearly and calmly is crucial for providing excellent customer service.
✨Tip Number 3
Get comfortable with digital tools and online systems. As the role involves helping users navigate these platforms, being tech-savvy will give you an edge in assisting customers efficiently.
✨Tip Number 4
Be prepared to demonstrate your resilience and adaptability. The fast-paced environment requires you to handle multiple tasks while maintaining a high level of service, so showcasing these traits will be beneficial.
We think you need these skills to ace Admin Officer (AO) - Band E
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities of the Admin Officer position. Highlight your relevant experience in customer service, telephone communication, and administrative tasks in your application.
Tailor Your CV: Customize your CV to reflect the skills and experiences that align with the requirements of the role. Emphasize your proficiency in IT, ability to handle sensitive situations, and any experience you have in a fast-paced environment.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and empathy. Provide specific examples of how you've successfully managed customer interactions and resolved issues in previous roles.
Highlight Your Adaptability: In your application, mention your ability to adapt to new technologies and systems. Discuss any experiences where you had to learn quickly or manage multiple tasks simultaneously, as this is crucial for the role.
How to prepare for a job interview at Brook Street
✨Show Your Communication Skills
Since the role is predominantly telephone-based, practice clear and confident communication. Be prepared to demonstrate how you can handle complex and sensitive matters with empathy during the interview.
✨Highlight Your Customer Service Experience
Discuss your previous experience in customer service roles, especially how you've managed stressful situations. Provide examples of how you've resolved issues while maintaining a professional demeanor.
✨Demonstrate IT Proficiency
Be ready to talk about your IT skills and how you've used technology in past roles. Mention any experience you have with online systems or digital solutions, as this is crucial for the position.
✨Emphasize Flexibility and Resilience
The job requires adaptability and resilience. Share examples from your past where you've successfully managed multiple tasks or adapted to changing circumstances, showing that you're ready for a fast-paced environment.
