Brook Street (UK) Ltd are recruiting Fines Officers for our leading Public Sector client, the Ministry of Justice, to join the HMCTS team in Newport.
Criminal Fines Collection and Enforcement (Enforcement) is a key function within HM Courts and Tribunal Service (HMCTS). Enforcement employs approximately 1,500 staff across 50 locations in England and Wales. We are responsible for making sure convicted parties comply with fines and other financial penalties imposed by the criminal courts. This department is also responsible for compliance with Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.
Key Purpose of the Role
Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within HMCTS. The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for The Criminal Fines Collection and Enforcement Service. The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.
In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country. The contact centre offers a service between 8:00 - 17:00 Monday to Friday and contact agents are required to work between these times on a scheduled basis. The Cwmbran office is in the middle of the town centre with free all-day parking.
As the Successful Candidate:
* You will confidently answer a range of telephone enquiries for the Criminal Fines Collection and Enforcement Contact Centre.
* You will need excellent communication skills.
* You will need to be empathetic towards our customers and work with us to solve problems.
* You will need to update records on our in-house computer system following contact.
* You will deliver a helpful, prompt, polite and 'right first time' service to our customers.
Skills and Qualifications Required
* 2 GCSEs at Grade C or above, or equivalent qualifications.
* Experience of working within a busy customer-focused office environment.
You Will Benefit From:
* Full training and induction.
* Work with a leading Public Sector Organisation.
* Competitive rates of pay.
* Accrue holiday hours as you work.
* Brook Street (UK) Ltd back-office support and mentoring.
* No weekend work (Typical shift pattern Mon-Fri 9am-5pm).
If you would like to apply for this role, email your CV via the 'Apply' link.
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