23242 - Operational Support Officer

The Operational Support Officer post sits in HM Courts & Tribunals Service, which administers criminal, civil and family courts and tribunals in England and Wales. The work centres on customer service and administrative support for court users, from preparing case papers and updating records to acting as first contact for members of the public, including vulnerable witnesses. The role is court-based with travel to Stafford Combined Court when required, and hybrid working of at least 60% in an office is expected, with part-time, flexible and job-share patterns considered. Selection starts with a statement of suitability, and visa sponsorship is not available.

What the job involves

• Progress cases through the court and tribunal system, meeting operational and service standard targets
• Prepare papers, files and hearing materials, handling sensitive information accurately
• Create and update records digitally, interpreting information on court files
• Communicate with the public, judiciary, court users, legal representatives and other agencies
• Support the running of court proceedings, including preparing court and hearing rooms
• Act as first point of contact for court users, including vulnerable witnesses and their representatives
• Carry out a variety of office-based and in-court duties

What’s required

Experience

• Evidence of transferable experience in a statement of suitability
• Summary of relevant previous responsibilities and roles on the application form

Skills & knowledge

• Strong customer service skills in a customer-facing environment
• Good digital and administrative skills
• Excellent attention to detail
• Effective written and verbal communication, including by telephone and digitally
• Organisational skills
• Resilience and empathy when handling sensitive information and situations

Checks & eligibility

• DBS Basic check
• Right to live and work in the UK and the Civil Service
• Eligible under Civil Service nationality rules
• Not eligible for new Skilled Worker visa sponsorship

Other

• Adaptable and able to multi-task
• Works well in a team and flexibly to deliver HMCTS objectives
• Available for in-person interview, week commencing 23 November 2026

What’s offered

• 25 days annual leave, rising to 30 after five years, plus public holidays and one privilege day
• Scheme to buy or sell up to three days' leave each year
• Choice of Civil Service pension schemes
• Training and development opportunities
• Family friendly policies, including reduced hours and job share
• Flexible benefits, retail vouchers and discounts
• Paid paternity, adoption and maternity leave
• Free annual sight tests for employees using computer screens

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