Operational Support Officer Role

Operational Support Officer (Customer Service) - HMCTS
Location: Manchester

Pay: £12.86 per hour

Temporary assignment

Our client, a reputable government organisation, is hiring for a dedicated Operational Support Officer to join their team in Manchester. This role offers a meaningful opportunity to support the justice system by delivering excellent customer service and operational assistance.

What you'll be doing:
* Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
* Providing users and stakeholders with clear, accessible support via face-to-face engagement, telephone calls (incoming and outgoing), and written correspondence.
* Signposting users to appropriate support services, ensuring they receive relevant information, especially those with complex needs.
* Using HMCTS service scripts and knowledge articles to guide users and direct them to the right services.
* Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating case management systems as required.
* Identifying risks related to HMCTS buildings and informing the Senior Person on Site (SPoS) promptly.
* Processing work in line with standard operating procedures to meet performance targets and uphold service standards.
* Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
* Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses.
* Assisting with listing and scheduling to optimise judicial time and respond to urgent matters efficiently.
* Providing judicial support such as diary management and administrative assistance.
* Supporting enforcement activities, including financial assessments and producing basic reports.
* Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

What you'll bring:
* Strong communication skills with a customer-focused approach.
* Ability to handle sensitive and complex situations with professionalism and empathy.
* Good organisational skills and attention to detail.
* Experience in administrative or operational support roles is desirable.
* Knowledge of court or legal processes is beneficial but not essential.
* Ability to work effectively within a team and independently when needed.

Join a team committed to delivering justice with integrity and professionalism. If you are organised, proactive, and passionate about supporting public services, we encourage you to apply today!

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.