CTSC Support Officer

We have a number of fantastic opportunities to join our team on either full time, part time or compressed hours contracts. We can offer a range or working patterns and shifts to suit your personal circumstances between Monday to Friday 8am to 6.00pm and Saturdays 8am to 4pm for example Monday to Friday 9.30am – 2.30pm.

In addition to flexible working hours and shift patterns we also currently offer hybrid working patterns giving successful candidates the opportunity to work from home and also benefit from the support of colleagues when they are in the office, our current hybrid working pattern is 1 week in the office and 1 week working from home.

Successful candidates will join our team in the role of Customer Service and Administration Officer (CTSC Support Officer) working to support the first of our new Courts and Tribunal Service Centres (CTSCs) in Birmingham.

The transformation of HMCTS is one of the most exciting programmes in central government and will radically change how justice is done.  

The Courts and Tribunals Service centres are the Service Centres of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.  

Spread nationally over several sites, these centres will be home to just under half of our workforce in total in. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

Due to current Covid restrictions there may be periods where you will be able to work remotely but you will be needed to work in the office as required.

Role Purpose

This role is the main customer-facing role in CTSC and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users.

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Key accountabilities include:

• Provide professional friendly support and guidance to users of online services via a variety of channels (telephony, webchat, email), in line with quality standards, to ensure the delivery of a high-quality customer/user focused service on a daily basis and deliver a service focused on quality as well as timeliness.
• Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
• Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third-party supplier.
• To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different CTSC Support Officer.
• Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.

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Person Specification

• Good customer service skills with the ability to empathise with end users and ensuring a professional and speedy user experience.
• Support customers with using our online applications and after training be able to guide callers through engaging ‘digitally’
• Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand
• Flexibility to move between roles to support effective and efficient use of resources to meet user’s needs.
• Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service whilst staying within prescribed business parameters.  
• Proactive issue resolution – anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.

The AO salary for this post is £21,775.

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Existing civil servants moving at the same grade will retain their existing remuneration package.

Additional Information

Applications are invited online via CS Jobs www.civilservicejobs.service.gov.uk and your application will be managed through an online automated process.

Following completion of the online application process, your application will be reviewed, and you will be notified if you have or have not been successful at this stage. If you have been successful, you will be invited to book an assessment (Interview).

The assessment will include an interview focusing on your behaviours and strengths, based on the Civil Services Success Profiles. For more information on success profiles, please visit - https://www.gov.uk/government/publications/success-profiles

During the Interview you will be assessed on the following behaviours:

• Managing a Quality Service (Customer Service Skills)
• Delivering at Pace
• Working Together
• Communicating and Influencing

The first stage of the process is to apply by submitting an example of previous experience in a Statement of Suitability which will be reviewed after the closing date. If successful at this stage, you will be invited to an interview (Assessment).

Depending on the volume of applications it may not always be possible to provide feedback to all candidates. Candidates may request feedback following the interview stage.

Please refer to the Job Description and Candidate Pack attached below for further information on this role.

64784 - CTSC - Support officer - Birmingham - MoJ (tal.net)