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- Tasks: Support users with queries and guide them through online services in a friendly manner.
- Company: Join the transformative team at HM Courts and Tribunals Service.
- Benefits: Competitive salary, flexible shifts, and opportunities for career growth.
- Why this job: Be part of a modern justice system and make a real difference in people's lives.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic work environment with a focus on continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
We’re looking for exceptional candidates to join our team in the role of Query Management & Case Administration Officers (Customer Service/Administration/Contact Centre) working to support the first of our new Courts and Tribunal Service Centres (CTSCs). The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.
The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary. Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.
This role is the main customer-facing role in CTSC, and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users.
- Provide professional friendly support and guidance to users of online services via a variety of channels (telephony, webchat, email), in line with quality standards, to ensure the delivery of a high-quality customer/user focused service on a daily basis and deliver a service focused on quality as well as timeliness.
- Jurisdiction-related administration using HMCTS predefined protocols and processes to process non-automated work.
- Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
- Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third party supplier.
- To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different QMCA Officer.
- Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.
- Proactively engage with HMCTS workforce planning / shift allocation tools to ensure business requirements are being met.
- Work as part of the team in considering continuous improvements necessary for effective delivery and feeding these into the wider CI channels.
Person Specification
- Knowledge and understanding of the user experience (customer service) – empathising with end users and ensuring a professional and speedy user experience.
- Knowledge of user interactions with online interfaces and coaching skills to be able to guide callers through engaging ‘digitally’.
- Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand.
- Flexibility to move between roles to support effective and efficient use of resources to meet users' needs.
- Strong emotional intelligence, to be able to understand callers' needs and provide excellent customer service whilst staying within prescribed business parameters.
- Proactive issue resolution – anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.
The salary for this post is set within Band E range of:
- New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
- Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.
- Existing civil servants moving at the same grade will retain their existing remuneration package.
Additional information:
Courts and Tribunals Service Centres will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Candidates will be asked to indicate their preferences for shift patterns at interview stage and working hours will be agreed at the point of offer.
Query Management and Case Administration Officer (Customer Service) in Stoke-on-Trent employer: Ministry of Justice
Contact Detail:
Ministry of Justice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Query Management and Case Administration Officer (Customer Service) in Stoke-on-Trent
✨Tip Number 1
Get to know the company! Research HMCTS and its transformation goals. Understanding their mission will help you tailor your responses during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing top-notch support, think of scenarios where you’ve helped someone resolve an issue. Be ready to share these examples to demonstrate your problem-solving abilities.
✨Tip Number 3
Be prepared for a digital focus! Brush up on your online communication skills and be ready to explain how you would guide users through digital platforms. This will show that you can adapt to the modern, digital justice system they’re building.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team at HMCTS.
We think you need these skills to ace Query Management and Case Administration Officer (Customer Service) in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Query Management and Case Administration Officer. We want to see how you can bring your unique flair to our team!
Showcase Your Customer Service Skills: Since this role is all about providing top-notch customer service, share specific examples of how you've successfully handled customer queries or complaints in the past. We love hearing about your experiences!
Keep It Clear and Concise: When writing your application, aim for clarity. Use straightforward language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website: Don’t forget to submit your application through our careers page! 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
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Query Management and Case Administration Officer. Familiarise yourself with the key accountabilities mentioned in the job description, such as providing professional support and handling user complaints. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, be prepared to discuss your previous experiences in customer service. Think of specific examples where you've successfully resolved issues or provided guidance to users. Highlight your emotional intelligence and ability to empathise with customers, as these are crucial for delivering a high-quality service.
✨Practice Clear Communication
You'll need to explain complex information in simple terms, so practice articulating your thoughts clearly. Consider doing mock interviews with a friend or family member, focusing on how you would guide someone through an online process. This will help you feel more confident and ensure you can communicate effectively during the actual interview.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Prepare by thinking about potential challenges you might face in the role and how you would address them. This will show the interviewers that you're proactive and ready to tackle any issues that arise.