Operational Support Officer in Birkenhead

Proud to serve. Proud to keep justice going. Our Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

About us: 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.

Your role: 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, 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 accurately required on a court file.
• Communicating with the Public, the Judiciary, other Court and Tribunal Users and Representatives of other Agencies and Organisations.
• 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.
• Prepare court/hearing rooms, as well as ensuring the court runs efficiently.

Your knowledge, skills and experience:

• Customer service skills; ability to work in a service‑led customer‑facing environment.
• Digital and administrative skills; with excellent attention to detail.
• Communication and organisational skills.
• Able to communicate confidently in person, over the telephone, digitally and in written communications.
• Resilience and empathy to be able to deal with sensitive information and situations.
• A team player; able to work collaboratively and flexibly to deliver business objectives.

Please refer to the role profile attachment for more information.

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. Applications for part‑time working would be considered however due to the nature of the role the minimum hours would be 30 hours per week over 5 days.

Contracted Hours: Your working hours and days may vary, as the role requires occasional Saturday and/or Bank Holiday working. Your schedule will be agreed with your line manager, and when you are required to work on these days, you will receive a day off in lieu, subject to business needs. There is no requirement to work Sundays.

There are 2 roles available: 1 role is based at Liverpool Magistrates’ Court (L2 1XA) with the expectation of occasional travel to Wirral and/or Sefton Magistrates’ Courts. This role will predominantly be supporting courtroom operations. 1 role is based at Sefton Magistrates’ Court (L20 3XX) with an expectation of occasional travel to Liverpool and/or Wirral Magistrates’ Courts. This role will predominantly be office based.

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 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.

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.

The MoJ offers a range of benefits: 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‑rata 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.

Support: 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.

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.

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.

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