Operational Support Officer in Poole

Proud to serve. Proud to keep justice going. Our HMCTS Operational Support Officers within Criminal Fines Collection and Enforcement (Enforcement) provide excellent customer service, administrative support and decision-making to recover criminal fines and financial penalties imposed by the Courts.

About us: Enforcement is a key function within HM Courts and Tribunal Service (HMCTS) and plays a central role in delivering justice by working alongside the criminal courts in England and Wales to ensure convicted parties comply with fines and other financial penalties imposed by the courts. We are also responsible for compliance of Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.

Your role: HMCTS use a variety of means to ensure the recovery of criminal fines and financial penalties and do everything within our powers to trace those who do not pay. You will be responsible for creating and updating records on our in-house computer system and will contact relevant parties to give advice on the completion of forms or court procedures, providing excellent customer service. You will make decisions on the most effective method of enforcement within the current guidelines and will use telephone and text message chasing and tracing tools. You will have the confidence to engage with Managers, Courts and other internal and external stakeholders to collect information, check facts, communicate or enforce judicial decisions.

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

These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be available, but arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule. Standard full time working hours are 37 hours per week (Monday to Friday). 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. Employees requesting part-time working arrangements must work a minimum of 24 hours per week. Please note that non-working days on Monday and Tuesday cannot be accommodated.

Occasional travel to other courts: Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.

Skilled Worker Visa: This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

Working Arrangements & Further Information: 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. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working.

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.
• 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.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. 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.