Operational Support Officer (Customer Service) - HMCTS
Location: Manchester
Pay: £12.86 per hour
Temporary assignment
Our client, a reputable government organisation, is hiring for a dedicated Operational Support Officer to join their team in Manchester. This role offers a meaningful opportunity to support the justice system by delivering excellent customer service and operational assistance.
What you'll be doing:
- Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
- Providing users and stakeholders with clear, accessible support via face-to-face engagement, telephone calls (incoming and outgoing), and written correspondence.
- Signposting users to appropriate support services, ensuring they receive relevant information, especially those with complex needs.
- Using HMCTS service scripts and knowledge articles to guide users and direct them to the right services.
- Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating case management systems as required.
- Identifying risks related to HMCTS buildings and informing the Senior Person on Site (SPoS) promptly.
- Processing work in line with standard operating procedures to meet performance targets and uphold service standards.
- Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
- Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses.
- Assisting with listing and scheduling to optimise judicial time and respond to urgent matters efficiently.
- Providing judicial support such as diary management and administrative assistance.
- Supporting enforcement activities, including financial assessments and producing basic reports.
- Contributing to health and safety operations, including facility checks, issue logging, and safety governance.
What you'll bring:
- Strong communication skills with a customer-focused approach.
- Ability to handle sensitive and complex situations with professionalism and empathy.
- Good organisational skills and attention to detail.
- Experience in administrative or operational support roles is desirable.
- Knowledge of court or legal processes is beneficial but not essential.
- Ability to work effectively within a team and independently when needed.
Join a team committed to delivering justice with integrity and professionalism.
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