Operational Support Officer in Brighton

The HMCTS Operational Support Officer is the first point of contact for our users, judicial office holders and partner agencies, providing exceptional customer service, including for vulnerable users or those with complex needs. This versatile role is at the heart of delivering day‑to‑day administrative and operational support to a variety of functions, including facilitating all types of hearings across all HMCTS business areas. The role may be based in Courts and Tribunal sites or across National Services and Criminal Fines Collection and Enforcement. The Officer supports HMCTS users via in‑person, telephone, digital and written communication, maintaining the smooth flow of operations, dealing with a wide range of enquiries and resolving issues to prevent delays to cases or services.

Key Accountabilities

• Customer Service: Undertake all administrative tasks to prepare for, facilitate and result all types of hearings; provide users and stakeholders with support via face‑to‑face, telephone, and webchat; signpost users to available services; handle complaints, prevent escalation, and update OPTIC; inform the Senior Person on Site of risks.
• Operational Support: Process work using standard operating procedures to meet performance targets; manage case files, ensure accurate data entry and secure information management; handle jury service tasks, including selection, deferral and expense processing; assist with listing and scheduling; provide judicial business support such as diary coordination; support enforcement procedures, conduct financial assessments, aid fine collection and produce basic reports; contribute to health and safety operations such as PEEPs, facility checks and issue logging; perform any ad‑hoc duties appropriate to the role and ensure adherence to HMCTS practices.
• Problem Solving and Decision Making: Make routine decisions to prioritise workload, apply corporate guidelines, and take prompt action; follow procedures for administrative decisions and escalating complex matters; make decisions in line with policies and guidance; exercise judgment in non‑routine situations, including security risks and safeguarding concerns; promote a collaborative team environment by sharing knowledge, mentoring peers and coaching colleagues.
• Management of Resources: Provide learning and training support, including mentoring and coaching; report and log building, facilities and IT issues; implement special measures and reasonable adjustments for vulnerable users; book interpreters and other professionals for hearings; adhere to resource schedules and update local knowledge management systems.
• Autonomy: Resolve issues following HMCTS policies and guidelines; carry out official duties with necessary training; assess issues and respond to prevent escalation; work closely with Team Leaders, follow policies and protocols for routine matters; maintain own knowledge of digital systems.

Key Relationships and Contacts

• Internal: Colleagues from operations, central functions, enforcement, Bailiffs; Judicial office holders; Facilities Management; Jury Summoning Bureau; Justice Partners and Other Government Departments; Contracted Service and maintenance providers; Workforce Management.
• External: Service users, members of the public and Jurors; Third sector providers and Witness Services.

Working Arrangements

The Ministry of Justice offers hybrid working arrangements where business need allows. Employees are expected to spend a minimum of 60% of working time in an office, subject to local capacity. Hybrid working may not be suitable for all roles.

Key Skills

• Ability to work flexibly as part of the team and undertake tasks delegated by the Team Leader.
• Digital skills, including proficiency with Microsoft Office applications and other databases.
• Communication skills to undertake broad customer service and administrative tasks and explain complex procedures to users.
• Customer Service skills to effectively respond to user needs and support requirements.
• Resilience to remain impartial and professional when faced with difficult or distressing situations.

Benefits

• Annual Leave: 25 days on appointment, increasing to 30 days after five years; scheme to buy or sell up to three days per year; additional paid time off for public holidays and one privilege day; pro‑rated for part‑time and job‑share posts.
• Pension: Choice of Civil Service pension schemes.
• Training: Extensive training and development opportunities.
• Employee Networks: Opportunity to join networks for minority groups, including ethnic, disability, caring responsibilities, women and LGBTQ+ employees.
• Family Friendly Policies: Options for reduced hours or jobshare.
• Flexible benefits: Voluntary benefits, retail vouchers and discounts.
• Paid parental leave: Paternity, adoption and maternity leave.
• Free annual sight tests for employees using computer screens.

Equal Opportunity

We are an equal opportunity employer. The Civil Service is committed to diversity, inclusion and providing suitable adjustments for disabled candidates. Applicants may raise concerns through the appropriate channels.