19477 - Administrative Officer

Background

Good administrative staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within Her Majesty’s Courts and Tribunals Service (HMCTS). Most of the staff within HMCTS are employed in administrative roles. HMCTS embraces Lean principles and continuous improvement techniques to provide high standards of customer service.

The Special Educational Needs and Disability Tribunal, based in Darlington, deals with appeals for Children and Young People aged 0 – 25 year old with Special Educational Needs and Disabilities.  The Tribunal deals with appeals where parents or young people have a dispute about their education provision and needs.  The Tribunal deals with appeals from the outset to issuing a decision in a fast-paced environment to ensure the child or young person receives a decision within 14 weeks of the appeal being registered. The role provides administrative support to the tribunal undertaking key tasks, including customer facing communications, working to high quality standards, output expectations and deadlines .

This post is based at the SEND Tribunal, which is located at Darlington Magistrates Court, Darlington, DL1 1RU.

The key purpose of the role

Administrative Officers are assigned to teams to process high volumes of data input to progress cases through the Tribunal. Continuous improvement tools and techniques are used in HMCTS and so there will be opportunities to exercise discretion and initiative and continually seek to improve, within a framework of systems and processes (SOPS).  Administrative Officers work within a team with regular management support and are responsible for their own time.

Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified.

Key responsibilities

Administration

• Preparing papers and files for Tribunal.
• Producing tribunal documents.
• General photocopying and filing.
• Creating and updating records on in-house computer system and data input.
• Post opening and dispatch.

Drafting

• Standard letters and correspondence.

Operations

• To work as a team to ensure TIB (Team Information Board) meetings are relevant, timely and productive
• To work as a team to problem solve, to assess the impact of new SOPS, to contribute to small projects

Processing casework

• To work to workload targets in terms of throughput and accuracy

Checking and verifying

• Ensuring compliance and administration documentation meet quality standards.
• Role holders may be required to cross check and validate work completed by colleagues.

Collecting and assembling information

• Role holders will need to modify and adjust information and make decisions to allow work to be completed.
• Role holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.

Undertaking calculations

• Checking the work of others, updating records.

Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations

• Communicate and work with the Judiciary, give advice on the completion of forms or Tribunal procedures etc and provide excellent customer service.
• To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers

Other duties

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.

Effective Behaviour

People who are effective are likely to…

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.

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.

Changing and Improving

• Review working practices and come up with ideas to improve the way things are done.
• Learn new procedures, seek to exploit new technologies and help colleagues do the same.
• Co-operate with and be open to the possibilities of change and consider ways to implement and adapt to change in own work role.
• Be constructive in raising issues with managers about implemented changes and the impact these are having on the service.
• Respond effectively to emergencies.

Collaborating and Partnering

• Proactively contribute to the work of the whole team.
• Get to know fellow team members/colleagues and understand their viewpoints and preferences.
• Seek help when needed in order to complete own work effectively.
• Be open to taking on different roles.
• Try to see things from others’ perspectives and check understanding.
• Listen to the views of others and show sensitivity towards others.

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 ASC 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.

Closing Date:  18th July 2018 at 23:55

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference 19434.