17417 - Operational Support Officer - Leeds

Proud to serve. Proud to keep justice going. 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.

About us: HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly. The Probate Satellite sites process applications for grants of Probate and customers contact the CTSC to obtain vital information about their application or accessing the service. 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: The CTSCs deliver their services through several jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non‑imprisonable offences e.g., no TV licence / car tax), and supporting audio‑video hearings. The Probate Satellite sites are responsible for delivering the Probate service in conjunction with the CTSC. As a Support Officer at the Leeds probate office, your role will be predominately dealing with requests for copies of probate documents, preparing and posting documents to citizens and probate practitioners, processing applications from citizens and probate practitioners, dealing with queries received by e‑mail and in person at the counter, making outbound calls when required and performing other general administrative work which also forms part of the role.

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 are often in a difficult and stressful situation and therefore great importance is placed on handling calls and correspondence 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:

• Strong customer service skills with the confidence to support our customers via the telephone, webchat and email
• Experience of working in an administrative role in a customer‑focussed environment
• Proficient with IT and Microsoft software packages
• Excellent communication and organisational skills
• Exceptional attention to detail

Further details: Standard full‑time working hours are 37 hours per week Monday to Friday. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. To ensure our services are consistent and operated effectively, successful candidates will be required to work full‑time in the Leeds office.

Training: Full training will be provided through a mixture of online and in‑person training.

Skilled Worker Visa: This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place. If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. 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 Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service.