Our client HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. HMCTS provides administrative support for the legal system across England and Wales, ensuring justice works for everyone.
Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants and commercial businesses - HMCTS has a responsibility to administer a justice system that is accessible to everyone and operates efficiently.
Position: Full-Time Temporary Customer Support Officer
Contract: Until March 2025 with the possibility of extending
Working Hours: Monday to Friday, 37 hours per week - Hybrid - 2 days home based and 3 office based
Hourly Rate: £11.59 per hour
Job Description:
This role is the main user-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 immediate, short-term needs of service users. Duties will include but not be limited to:
* Provide professional friendly support and guidance to users of online services via a variety of channels (telephone, webchat, email), in line with quality standards, to ensure the delivery of a high quality user-focused service on a daily basis and deliver a service focused on quality as well as timeliness.
* Triage users to relevant services, using HMCTS prescribed service scripts and knowledge base on a daily basis, to ensure users get the right information they need at the right time.
* 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, providing information to allow users to understand what the next stage is.
* Identify users requiring extra/different support and undertake basic assessment of users' Assisted Digital needs, in accordance with procedure.
* Handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures.
* 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.
Requirements:
* Able to follow well established processes and detailed instructions.
* Strong administrative skills with proficiency in Microsoft Office packages.
* Excellent communication skills, both written and verbal.
Application Process:
If you are interested in this position, please apply online with your CV in WORD format.
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