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- Tasks: Assist customers by handling calls and resolving queries in a fast-paced environment.
- Company: Join Brook Street, partnering with the Ministry of Justice to support public sector services.
- Benefits: Enjoy hybrid working options and gain valuable experience in a supportive team.
- Why this job: Perfect for those seeking a dynamic role with opportunities for growth and development.
- Qualifications: No specific qualifications required; just bring your communication skills and a positive attitude!
- Other info: Guaranteed interviews for veterans and candidates with disabilities who meet essential criteria.
MOJ- Sovereign House
Customer Support Officer/Call Handlers
Location: Sovereign House, 17 Princess Road West, Leicester, LE1 6TR
Working Days/Hours: 37 hrs per week, Monday – Friday 8am – 5pm
Hourly rate: £12.36 per hour
Contract: Temporary position until 31st March 2026, extendable.
Hybrid: 3 days in the office based on performance and support needed.
Brook Street in partnership with Ministry of Justice has a fantastic opportunity to join their team as a Customer Support Officer/Call Handlers. This is a great opportunity to gain valuable exposure/experience working within the public sector.
Experience Needed / Desired
- Dealing with customers
- Clear and understandable communication
- Time management
- IT skills
- Confident with technology
- Able to deal with difficult customers
- Proactive thinking
List of Duties / Responsibilities
- Have a positive approach and a can‑do attitude. You\’ll need to be open to change and not be afraid to take on challenges.
- Have flexibility and the ability to adapt across teams and processes. You\’ll need to demonstrate flexibility in your thinking and be able to adapt to new situations, including those outside your area.
- Work in a fast‑paced, challenging environment with the customer at the heart of everything we do.
- Field calls from the public seeking assistance issuing or responding to their claim.
- Keep regular contact with court staff at processing sites throughout the country.
- Deliver customer query resolution across various customer contact channels. Consistently meeting performance indicators for accuracy and timeliness is required across all channels.
Clearance level
Basic DBS
Training provided
No annual leave during training period. Dedicated trainer, shadow hearings.
Training location: Loughborough office for 2–3 weeks – Crown House, Southfield Rd, Loughborough, LE11 2TW, 4 weeks training to be done onsite.
Additional clearance if applicable
Period of 6 months or longer spent outside the UK in the last 5 years requires an additional overseas police check, the responsibility of the candidate.
Equal Opportunities
Brook Street supports the Armed Forces Covenant and guarantees interview to veterans or spouses/partners of military personnel who meet recruitment criteria. 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 a guaranteed interview with a PSR Sourcer. Candidates with a disability and/or veteran or spouse/partner are encouraged to register interest via the Brook Street website.
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Customer Support Officer/Call Handlers employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Officer/Call Handlers
✨Tip Number 1
Familiarise yourself with the Ministry of Justice's services and values. Understanding their mission will help you align your responses during interviews and demonstrate your commitment to customer service in the public sector.
✨Tip Number 2
Practice handling difficult customer scenarios. Role-playing with a friend or family member can help you develop your communication skills and build confidence in managing challenging situations, which is crucial for this role.
✨Tip Number 3
Showcase your adaptability by discussing past experiences where you've successfully navigated change or worked across different teams. This will highlight your flexibility, a key trait for the Customer Support Officer position.
✨Tip Number 4
Prepare questions about the training process and performance indicators. This shows your eagerness to learn and succeed in the role, while also giving you valuable insights into what will be expected of you.
We think you need these skills to ace Customer Support Officer/Call Handlers
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and communication skills. Use specific examples that demonstrate your ability to handle difficult customers and manage time effectively.
Craft a Strong Cover Letter: Write a cover letter that reflects your enthusiasm for the role. Mention your adaptability and proactive thinking, as these are key traits for the position. Relate your past experiences to the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, emphasise your confidence with technology and your ability to work in a fast-paced environment. Provide examples of how you've successfully resolved customer queries in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a Customer Support Officer.
How to prepare for a job interview at Brook Street
✨Showcase Your Communication Skills
As a Customer Support Officer, clear and understandable communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. You might even want to share examples of how you've successfully resolved customer queries in the past.
✨Demonstrate Flexibility and Adaptability
The role requires a proactive approach and the ability to adapt to changing situations. Be prepared to discuss times when you've had to adjust your approach or thinking in response to new challenges. This will show that you're ready for the fast-paced environment.
✨Prepare for Difficult Customer Scenarios
You may encounter challenging customers, so it's important to prepare for this. Think of specific instances where you handled difficult situations effectively. Sharing these experiences can highlight your problem-solving skills and resilience.
✨Familiarise Yourself with Technology
Being confident with technology is essential for this role. Brush up on any relevant software or tools that are commonly used in customer support. Mentioning your tech-savviness during the interview can give you an edge over other candidates.