At a Glance
- Tasks: Provide exceptional customer support in a fast-paced contact centre environment.
- Company: Join the HM Courts & Tribunals Service, making a difference in people's lives.
- Benefits: Enjoy flexible working, generous leave, and professional development opportunities.
- Other info: Opportunities for career growth and training in vital areas.
- Why this job: Be part of a team that delivers justice and supports those in need.
- Qualifications: Strong communication skills and a friendly, empathetic approach are essential.
The predicted salary is between 24000 - 28000 £ per year.
Good telephony staff with excellent customer service skills are vital for our National Services within the HM Courts & Tribunals Service (HMCTS). Customers calling us are often in difficult and stressful situations; great importance is placed on handling calls with empathy and understanding. The Contact Centres are the core of our National Services delivering great customer service to enable Justice.
Eligibility & Requirements
- Good written and verbal communication skills with a friendly, approachable manner.
- Great attention to detail and ability to enter information accurately into the database.
- Ability to multi‑task, prioritise efficiently and manage time effectively in a busy environment.
- Experience or willingness to provide proactive and effective support to customers in Civil, Family or Tribunal matters.
- Knowledge of employment tribunal cases is an advantage.
- Eligibility for UK work (refer to Civil Service Nationality Rules below).
- Eligibility to work in the UK under the current Skilled Worker Visa rules.
Working Arrangements
- Standard full‑time working hours are 37 hours per week (excluding unpaid breaks).
- The Contact Centre offers services between 09:00 – 17:00 and employees are required to work within these times on a scheduled basis.
- Successful candidates will work at Sovereign House, 17 Princess Road West, Leicester, LE1 6TE or Loughborough Tribunal Support Centre, LE11 2TW.
- Non‑contractual hybrid working may be available where the business supports it, but the role can only be worked in the UK.
- Occasional travel to other National Services sites may be required.
Benefits
- Bank, public and privilege holidays: 9 days (66 hours 36 minutes) added to annual leave allowance, with some holidays required to be worked.
- Pension: Choice of two Civil Service pension schemes.
- Work‑life balance initiatives and flexible working arrangements where possible.
- Season ticket advance after two months’ service.
- Staff development and training opportunities in equality, diversity, challenging behaviour, suicide prevention and anti‑bullying programmes.
Legal & EEO Statements
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.
Civil Service Nationality Rules:
- UK nationals
- Nationals of the Republic of Ireland
- Nationals of Commonwealth countries who have the right to work in the UK
- Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members with settled or pre‑settled status under the EUSS
- Individuals with limited or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals and certain family members with accrued right to work in the Civil Service
Interview Process
- Interview Dates: Start of July, to be confirmed – interviews will take place in person at Loughborough Tribunal Support Centre, LE11 2TW.
- Behaviours assessed: Communicating and Influencing, Managing a Quality Service, Delivering at Pace.
- Strengths will be assessed but are not shared in advance.
- Security checks required: DBS Basic.
- Use of Artificial Intelligence: Any use within the application must be truthful, accurate and directly from the applicant’s own experience.
Operational Support Officer in Leicester employer: Ministry of Justice
As an Operational Support Officer with HM Courts & Tribunals Service, you will be part of a dedicated team that plays a crucial role in delivering exceptional customer service to those navigating the justice system. Our supportive work culture prioritises employee well-being and offers flexible working arrangements, alongside comprehensive training and development opportunities to enhance your skills. Located in Leicester or Loughborough, you will enjoy a fulfilling career with a strong commitment to diversity and inclusion, making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Support Officer in Leicester
✨Tip Number 1
Get to know the company! Research HMCTS and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about great customer service, try role-playing common scenarios with a friend. This will help you feel more confident when handling calls and dealing with customers in stressful situations.
✨Tip Number 3
Be ready to showcase your multi-tasking abilities! Think of examples from your past experiences where you successfully managed multiple tasks at once. This will demonstrate your ability to thrive in a busy environment, which is key for this role.
✨Tip Number 4
Apply through our website! We make it easy for you to submit your application and keep track of your progress. Plus, it shows that you're proactive and keen on joining our team at HMCTS!
We think you need these skills to ace Operational Support Officer in Leicester
Some tips for your application 🫡
Show Your Empathy:When writing your application, make sure to highlight your ability to handle stressful situations with empathy. We want to see how you can connect with customers and provide the support they need.
Be Clear and Concise:Good written communication is key for this role. Keep your application clear and to the point, showcasing your attention to detail. We appreciate well-structured responses that are easy to read.
Highlight Relevant Experience:If you've got experience in customer service or dealing with tribunal matters, shout about it! We love seeing how your background aligns with what we do at StudySmarter and HMCTS.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Ministry of Justice
✨Show Empathy in Your Responses
Since the role involves handling calls from customers in stressful situations, it's crucial to demonstrate your ability to empathise. Prepare examples from your past experiences where you successfully managed difficult conversations, showing understanding and support.
✨Brush Up on Relevant Knowledge
Familiarise yourself with civil, family, and tribunal matters, especially if you have any knowledge of employment tribunal cases. This will not only help you answer questions more confidently but also show your genuine interest in the role.
✨Practice Your Communication Skills
As good written and verbal communication skills are essential, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend or using online resources to refine your approach.
✨Demonstrate Your Multi-tasking Ability
Prepare to discuss how you've effectively managed multiple tasks in a busy environment. Think of specific examples that highlight your time management skills and ability to prioritise under pressure, as this is key for the operational support role.
