25046 - Administrative officer
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).The NCES (National Compliance and Enforcement service) contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for courts and tribunals receiving up to 10,000 calls per week.
The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.
The contact centre offers a service between 8:00 - 17:00 and contact agents are required to work between these times on a scheduled basis.
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:
- To maintain accurate and concise notes on the appropriate operating systems following each telephone call.
- To answer a broad spectrum of telephone enquiries for all regional areas covered by the centre.
- To be able to note up records in an efficient manner, whilst holding the discussion with the customer.
- To be able to actively listen, is a fundamental skill and as such is an essential part of the role.
- To work as a team to ensure Team Information Board (TIB) meetings are relevant, timely and productive.
- To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects.
- To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues.
- To be responsible for own development and be flexible with assisting other business areas when required.
- To look for innovative ways to continually improve the customer experience through the use of problem solving tools.
- Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy.
- Care taken of your own health & safety and that of people who may be affected by what you do (or do not do). To co-operate with others on health & safety issues & not interfere with, or misuse anything provided for health, safety or welfare.
- To perform ad hoc duties within the grade (and with adequate training) as required by the line manager.
Checking and verifying
- Checking case details for compliance where amendments have been made to accounts or customers first knowledge of offence
- Signposting customers to the correct areas where enquiries need redirecting
- To keep up to date with knowledge relating to the organisation. Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job.
Collecting and assembling information
- Post holders will need to modify and adjust information and make decisions to ensure relevant guidance is given to customers
- Post holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.
- To collect data accurately using a call logger and/or manual survey to support the reduction of calls in line with the agreed call reduction strategy.
- To 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.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations
- To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.
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.
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…
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.
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.
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.
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.
Flexible working options
HMCTS offers a flexible working system in many of its offices.
Job sharing and reduced hours
All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.
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.
01/04/2019, 23:55 hours.
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 may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
This Vacancy is closed to applications.