23324 - Administrative Officer
HM Courts and Tribunals Service (HMCTS) is responsible for the administration of the criminal, civil and family courts and tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our vision is to have an efficient and effective courts and tribunals system which enables the rule of law to be upheld, and provides access to justice for all. Significant investment has been made by HM Treasury to allow HMCTS to provide a more accessible system which is modern and responsive, treats those who use our service with dignity and respect, and which provides better value for money for the taxpayer.
HMCTS has a programme to centralise customer support and other services into national centres that provide support to users across the UK. For criminal jurisdictions, a phased approach will be undertaken to implement this new national customer service capability. Currently, London Magistrates’ Courts, have a single contact centre to improve the telephony service to customers, for all London Magistrates’ Courts.
The contact centre is in Romford, Essex.
Key purpose of the role
Customer Support Advisors with excellent customer service skills are vital to the effective operation of the London Magistrates’ Courts. The post holder will be assigned to the London Magistrates’ Courts Contact Centre to answer general queries and provide responses to case-related queries from users, ensuring that a high quality and consistent level of customer service is delivered at all times. The primary role of the team is to provide a telephony contact service for the vast majority of customer queries at the first point of contact.
Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.
Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. It is not intended that each post will be responsible for the full range of duties.
Key responsibilities may include:
- Address and manage customer queries received via calls.
- Use Magistrates’ Court systems (e.g. Libra, Store) to provide answers to case specific queries.
- Provide consistent answers to queries. This will involve working to some basic core scripts and providing answers from a central repository of information, maintained by the Contact Team.
- Resolve the majority of queries at the first point of contact, only handing off calls to the Admin Centres in accordance with pre-agreed Service Level Agreements.
- Maintain accurate and concise notes on the appropriate operating systems during and following each telephone call.
- Working as a team, solve problems, assess the impact of new Standard Operating Procedures (SOPs) and identify areas for improvement and contribute to small projects.
- Share best practice and knowledge with colleagues to help ensure officers have the understanding to meet the requirements of their roles. Provide informal training to less experienced team members as required.
- Perform ad hoc duties commensurate to the grade (and with appropriate training) as required by the line manager.
- Create and maintain records on the in-house computer system (e.g. Libra) and process basic data input requirements.
Business administration and support
- Develop and maintain a repository for all operational documentation, publications, standard operating procedures and materials required to answer queries.
- Initiate process to deal with case type specific activities (e.g. statutory declarations, non-case related applications).
- Prepare standard documentation and information, pleas, court orders, claims, fines, refunds and fees, legal aid, in accordance with workload targets (in terms of throughput and accuracy). Role holders may have to modify and adjust information and make decisions to allow work to be completed.
Checking & Verifying
- Ensure administration documentation meets compliance requirements and quality standards. Checking the work of others, updating records, reconciling accounts, preparing invoices, information gathering and running straightforward reports.
- Ensure that queries are addressed at the correct level by escalating queries that cannot be answered in accordance with the Service Level Agreement (SLA).
- May be required to cross check and validate work completed by colleagues
Collecting and assembling information
- Modify and adjust information and make decisions to ensure relevant guidance is given to customers
- Collect data accurately using a call logger, digital operating platforms and/or manual survey. Record praise and complaints on the HMCTS centralised database where required.
- Complete data loss and incident forms accurately and take any necessary action to control risk.
- Collect and assemble information to prepare for and run the daily TIB meeting, as required.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations
- Communicate and work with the Judiciary, Magistracy, the Cluster Managers, Court staff, and other internal and external stakeholders, suppliers and customers to collect information, check facts, communicate or enforce judicial decisions, give advice on the completion of forms or court procedures etc and provide excellent customer service.
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
Skills & Qualifications
5 GCSE passes (or equivalent) grades A*-C, or NVQ Business Administration level II or Administrative experience. Relevant computer skills to undertake the level of work required.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
People who are effective are likely to…
Making Effective Decisions
- Make and record effective decisions following the appropriate decision making criterion.
- Ask questions when unsure.
- Undertake appropriate analysis to support decisions or recommendations.
- Investigate and respond to gaps, errors and irregularities in information.
- Speak up to clarify decisions and query these constructively.
- Think through the implications of own decisions before confirming how to approach a problem/issue.
Leading and Communication
- Put forward their own views in a clear and constructive manner, choosing an appropriate communication method, e.g. e-mail/telephone/face to face.
- Act in a fair and respectful way in dealing with others.
- Write clearly in plain simple language and check work for spelling and grammar, learning from previous inaccuracies.
- Ask open questions to appreciate others’ point of view.
Managing a Quality Service
- Communicate in a way that meets and anticipates the customer’s requirements and give a favourable impression of the Civil Service.
- Actively seek information from customers to understand their needs and expectations.
- Act to prevent problems, reporting issues where necessary.
- Gain the knowledge needed to follow the relevant legislation, policies, procedures and rules that apply to the job.
- Encourage customers to access relevant information or support that will help them understand and use services more effectively.
- Take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress.
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in
- Face-to-face roles in HMCTS for example a court usher
- Contact Centre roles in HMCTS for example call centre advisers
- Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.
Working Arrangements & Further Information
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
The MoJ offers a range of benefits:
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Working for the Civil Service
The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Closing date: 9th January 2019 at 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Mojemail@example.com Please quote the job reference 23324
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
You will be required to provide statements describing your skills and experience relevant to each of the stated competencies below. We recommend that you structure your example as Situation, Task, Action and Result.
For further details on civil service competency framework see https://www.gov.uk/government/publications/civil-service-competency-framework
In the event of a large number of applications, a sift on the lead competency may take place. If this happens, the lead competency will be the first one listed in the advert.
During the application or interview process, you may be asked to undertake an additional assessment. If this is applicable this will be listed in the advert or when you are invited to interview.
This Vacancy is closed to applications.