Contents Location About the job Benefits Things you need to know Apply and further information Location This position is based at CTS Salford Courts & Tribunals Service Centre, M5 3NN About the job Job summary Please refer to job description Job description Proud to serve. Proud to keep justice going. Our Courts & Tribunals Service Centre (CTSC) Support Officers play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role. About us HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly. Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. Were looking for individuals who are committed to public service and making a difference in peoples lives to deliver justice. If you are interested in developing a career with a real purpose, please apply. Your role The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings. As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will also form part of the role. You will work in a small team supported by a Team Leader and, alongside our in-depth training programme, will have access to our knowledge bank (guidance document) to assist in your role. You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. 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. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as were constantly investing in digital solutions to improve the way we deliver justice. Your skills and experience Proficient in using IT - helping users navigate our online systems, updating and processing case details. Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience. Be able to empathise with our customers. Promote and support customers to engage digitally and use online applications. Be able to explain information clearly so our customers feel reassured, and they know what they need to do. Be flexible and adaptive to support business needs. Proactively resolve routine problems and escalate serious issues. For a full job description, please read supporting document 1 included below before applying. Further details The office is open Monday-Friday from 8:00am to 6:00pm. We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are between 8:00am and 6:00pm. All of our staff are expected to work 6 Saturdays per year on a rota basis. To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours are between 8:00am and 6:00pm. Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available 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. Training There is a 1-week induction that is full time but can be worked from home, following this a full-time 7-week training academy will commence, this is office based / in person. Person specification Please refer to job description Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Delivering at Pace Managing a Quality Service Benefits Alongside your salary of £22,940, Ministry of Justice contributes £6,645 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Access to learning and development A working environment that supports a range of flexible working options to enhance your work life balance A working culture which encourages inclusion and diversity A Civil Service pension with an employer contribution of 28.97% Annual Leave Public Holidays Season Ticket Advance For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page. Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : SSCL Recruitment Enquiries Team Email : Moj-recruitment-vetting-enquiriesgov.sscl.com Telephone : 0845 241 5359 Recruitment team Email : Moj-recruitment-vetting-enquiriesgov.sscl.com Further information Appointment to the Civil Service is governed by the Civil Service Commissions Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiriesgov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/ https://justicejobs.tal.net/vx/appcentre-1/brand-2/tmpwid-5767_a227cc78-1398-40fa-9942-75dd9f0f3974/candidate/so/pm/1/pl/3/opp/91620-91620-Support-Officer-Salford/en-GB Apply at advertiser's site Share this page Print Email Facebook Twitter LinkedIn GMail