Support Officer - Salford (Ref: 1433)

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., 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 we’re 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.
Fixed term appointments (FTA) on promotion
MoJ employees may apply for FTA opportunities in MoJ that are advertised at a higher grade than their current substantive grade. Where an employee accepts an FTA on promotion, this promotion will be temporary, and the employee will revert to their substantive grade upon return to their home business area, as per the loan policy for OGD loans. Before applying, employees must seek approval from their line managers to ensure they can be released for the duration of the FTA and can return to their substantive role at the end. If there is no role available at the end of the FTA, the employee will be subject to redeployment and potentially redundancy procedures.
Loans
The terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return. Prior agreement to be released on a loan basis should be obtained before commencing the application process., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Delivering at Pace
+ Managing a Quality Service, This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths 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)

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. 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
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.

Alongside your salary of £24,202, HM Courts and Tribunals Service contributes £7,011 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