Support Officer - CTSC Salford

HM Courts and Tribunals Service

Job description:

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

HM Courts and Tribunals Service

Directorate:     CTSC

Grade:              AO

Job Title:         Support Officer

Location:         Salford Quays

Expected start dates from 31st July 2023 and every 2 or 3 weeks after that date. There is a two-week induction that is full time but can be worked from home or the office; and a 6-week training academy that is office based and your learning journey would benefit greatly if this was also full time. 

Who are we?

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide 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 – we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

Support Officer – Salford

Successful candidates will join our team in the role of Customer Service and Administration Officer (CTSC Support Officer) in Salford. These are telephony-based roles and you will need to be confident using IT.

(See the attached candidate pack for specific information regarding the service lines supported by the team at Salford)

The Courts and Tribunals Service Centres provide hubs for telephony, assisted digital, case progression and hearing support and will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.  

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

You can join our team on either full time, part time or compressed hours contracts. The office is open between Monday to Friday 8am to 6pm and Saturdays 8am to 4pm. All staff are expected to work Saturdays on a rota basis. We can offer Saturday working as part of your weekly contracted hours. 

Hybrid working is currently available where some work can be done from home and the office. This is offered on a business needs basis. 

Role Purpose:

This role is the main customer-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 needs of service users.

Key accountabilities include:

• Provide professional friendly support and guidance to users of online services via a variety of channels (telephony, webchat, email), in line with quality standards, to ensure the delivery of a high-quality customer/user focused service on a daily basis and deliver a service focused on quality as well as timeliness. 
• Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
• Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third-party supplier.
• To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different CTSC Support Officer.
• Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems. 

Person Specification:

• 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.

Please refer to the Job Description and Candidate Pack attached below for further information on this role. 

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:

• 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 average employer contribution of 27%
• 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%20MO

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