Operational Support Officer

Overview

This role is based at Manchester County Court, Manchester, within HM Courts & Tribunals Service (HMCTS). Operational Support Officers provide vital customer service and administrative assistance to court and tribunal users, judiciary, and management. HMCTS oversees criminal, civil, and family courts and tribunals across England and Wales, supporting individuals and businesses in accessing justice.

Role Responsibilities

• Contribute as part of a team to meet operational, performance, and service targets in your work area.
• Advance cases through court or tribunal systems, providing support to various HMCTS functions.
• Interact regularly with court users, including judiciary members and legal professionals.
• Prepare documents and case files for court hearings and meetings, handling sensitive information with accuracy.
• Create and maintain digital records, ensuring correct interpretation and data entry.
• Communicate effectively with the public, judges, court users, and external organizations.
• Support the efficient operation of court proceedings, including preparing courtrooms and hearing rooms.
• Serve as the first point of contact for court users, including vulnerable witnesses and legal representatives, when required.

Qualifications and Skills

• Strong customer service orientation suited to a service-driven, public-facing environment.
• Proficient digital and administrative capabilities with high attention to detail.
• Effective communication skills across verbal, telephonic, digital, and written channels.
• Resilience and empathy for handling sensitive information and situations.
• Teamwork skills with the ability to collaborate flexibly to achieve organizational goals.

Working Conditions and Additional Information

• Standard full-time hours of 37 per week, Monday to Friday, with part-time and flexible work options considered (minimum 30 hours over 4 days).
• Non-contractual hybrid working available based on business needs; arrangements subject to team requirements.
• Primary workplace at Manchester Civil Justice Centre, 1 Bridge Street West, Manchester, M60 9DJ.
• This role is not eligible for new Skilled Worker visas under current immigration rules.
• Security clearance via criminal record and Baseline Personnel Security Standard checks required.
• Salary: £25,582 per annum plus a £7,411 employer pension contribution.
• Benefits include access to learning and development, flexible working culture, Civil Service pension scheme, annual leave, public holidays, and season ticket advance.

Selection Process and Behavioural Expectations

• Assessment based on behaviours: Communicating and Influencing, Managing a Quality Service, and Delivering at Pace.
• Applicants must submit a statement of suitability and resume detailing relevant prior roles including job titles, durations, and main duties, emphasizing experience in customer service, administration, IT systems, and accuracy.

Eligibility

Open broadly to UK nationals, nationals of the Republic of Ireland, Commonwealth countries with UK work rights, EU nationals and family under settlement schemes, individuals with limited or indefinite leave linked to EUSS eligibility, and certain Turkish nationals with accrued Civil Service work rights.