92137 - Administrative Officer - CNBC Northampton
Number of jobs available: 15
Detail of reserve list: 12 Months
Region: East Midlands
City/Town: Northampton
Building/Site: NORTHAMPTON COUNTY BULK CENTRE, NN1 2LH
Grade: AO
Post Type: Permanent
Working Pattern: Full Time, Part Time, Job Share, Flexible Working
Role Type: Operational Delivery
Will the successful applicant have line manager responsibilities? No
Proud to serve. Proud to keep justice going.
Good telephony staff with excellent customer service skills are vital for the HM Courts & Tribunals Service (HMCTS) National Business Centre (NBCs). Customers calling the NBCs are often in a difficult and stressful situation, and therefore great importance is placed on handling calls with empathy and understanding.
About us
HMCTS is responsible for the administration of criminal, civil, and family Courts and Tribunals in England and Wales. NBCs manage centralising administrative and contact functions in HMCTS. 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
Our Contact Centres are the core of our National Business Centres (NBCs), delivering great customer service to enable Justice. You will be passionate about delivering excellent customer service, taking calls from the public seeking assistance in either Civil or Family matters. You will be dealing with queries from customers in relation to their ongoing cases, in areas such as monies owed and not paid, services not up to standard, overdue utilities bills, contract disputes, divorce, child arrangement orders, financial orders following divorce, harassment, and care cases.
In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country to progress claims and assist customers. 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.
Your skills and experience
With a friendly and approachable manner, you’ll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers. You’ll have great attention to detail, able to enter information into our database accurately and efficiently, and able to adapt to using various software packages. You’ll enjoy organising your time, prioritising efficiently, and multi-tasking in a busy environment.
For a full job description, please read supporting document 1 included below before applying.
The standard full-time working hours are 37 hours per week. 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. Please note the role will require a minimum of 25 hours per week, with Monday and Tuesday as mandatory working days. This will be discussed on a case-by-case basis and will need to be agreed by the business.
The Contact Centre offers a service between 8:30 - 17:00, and you will be required to work between these times on a scheduled basis. Successful candidates would be required to work at Civil National Business Centre, Northampton, NN1 2LH, although there is non-contractual hybrid working where the business need allows and 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.
The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.
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 (please be aware that this role can only be worked in the UK and not overseas). 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. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full-time working hours are 37 hours per week. MoJ welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years of 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. Leave for part-time and job share posts will be calculated on a pro-rata basis.
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.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual, and transgender employees.
Support
* A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
* Access to flexible benefits such as voluntary benefits, retail vouchers, and discounts on a range of goods and services.
* Paid paternity, adoption, and maternity leave.
* Free annual sight tests for employees who use computer screens.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants. 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 is 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. MoJ is able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions webpage.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.
Diversity & Inclusion
The Civil Service is committed to attracting, retaining, and investing in talent wherever it is found.
Interviews are expected to commence mid-December 2024.
To apply for roles in MOJ, you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken.
If you do not meet the above requirements, you may still be considered if, for example:
* You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
* You were studying abroad
* You were living overseas with parents
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours, and technical/professional skills required for different roles.
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