Operational Support Officer (Ref: 20685)

Job summary

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services provide excellent telephone and administrative support to court users. The Enforcement Team ensures convicted parties comply with fines and other financial penalties imposed by the Courts. This position is predominately telephone-based and our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales.

Enforcement is a key function within our National Services Team working alongside the criminal courts to ensure convicted parties comply with fines and other financial penalties imposed by the courts. We are also responsible for compliance of Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work.

You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner.

You will be adaptable, able to multi-task and effectively carry out a variety of duties, which will include:

• Taking inbound calls from the public and legal representatives and returning calls as required.

• Communicating effectively with the public, other court and tribunal users and representatives of other agencies and organisations.

• Delivering a high standard of customer service, responding to enquiries with empathy and understanding, particularly in situations where individuals may be under stress or facing challenging circumstances.

• Using email and webchat and undertaking general administrative work.

• Interpreting information to accurately update digital records.

Your knowledge, skills and experience

• Strong customer service skills with the ability to work in a service-led environment.

• Good digital and administrative skills; with excellent attention to detail.

• Effective communication and organisational skills. Able to communicate confidently in person, over the telephone, digitally and in written communications.

• Resilient and empathetic to be able to deal with sensitive information and situations.

• A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.

Please refer to the role profile attachment for more information.

Further details

The office is open Monday-Friday. Requests for particular shift patterns will be discussed with successful candidates upon successful completion of pre-employment checks.

Standard full time working hours are 37 hours per week (Monday to Friday). HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. Please note a non-working day on a Monday cannot be accommodated.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are only relevant to particular teams, only available when it has been established that delivering the service from home can be done effectively.We cannot facilitate requests for a particular work from home/working in the office schedule.

You will be based in USK HOUSE NEWPORT, NP20 2GD.

Training

There is a 1-week induction, following this a full-time 4-week training academy will commence, this is office based / in person. Requests for part-time training will be considered on a case-by-case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that timeframe.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Occasional travel to other courts

For this post, occasional travel to may be required for cover when needed.

Yn falch o wasanaethu. Yn falch o gynnal cyfiawnder.

Lleoliad:

Mae ein Swyddogion Cymorth Gweithredolo fewn Gwasanaethau Cenedlaethol yn ddarparu cymorth ffôn a gweinyddol rhagorol i ddefnyddwyr llys. Mae'r Tîm Gorfodaeth yn sicrhau bod partïon a fernir yn euog yn cydymffurfio â dirwyon a chosbau ariannol eraill a osodwyd gan y Llysoedd. Mae'r swydd hon yn delio gyda galwadau ffôn yn bennaf ac mae ein rhaglen hyfforddi yn darparu dull strwythuredig ond hyblyg o feithrin y sgiliau sydd eu hangen i gyflawni'r rôl hanfodol hon.

Amdanom ni

Mae Gwasanaeth Llysoedd a Thribiwnlysoedd Ei Fawrhydi (GLlTEF) yn gyfrifol am weinyddu'r Llysoedd a Thribiwnlysoedd troseddol, sifil a theulu yng Nghymru a Lloegr.

Mae gorfodaeth yn swyddogaeth allweddol o fewn y Tîm Gwasanaethau Cenedlaethol yn gweithio ochr yn ochr â'r llysoedd troseddol i sicrhau bod partion a gafwyd yn euog yn cydymffurfio gyda dirwyon a chosbau ariannol eraill a osodwyd gan y llysoedd. Rydym hefyd yn gyfrifol am gydymffurfedd â Gorchmynion Atafaelu a osodwyd gan Lysoedd y Goron a sicrhau y telir tocynnau Cosb Benodedig a gyhoeddwyd gan yr heddlu.

Rydym yn chwilio am unigolion sy’n ymrwymedig i ddarparu gwasanaeth cyhoeddus ac sydd am wneud gwahaniaeth ym mywydau pobl i sicrhau cyfiawnder. Os oes gennych chi ddiddordeb mewn datblygu gyrfa gyda phwrpas go iawn, ymgeisiwch.

Eich rôl

Gan weithio fel rhan o’n tîm, byddwch yn cyfrannu at y targedau perfformiad a safon gwasanaeth cyffredinol gweithredol ar draws eich maes gwaith.

Mae angen i chi fod yn gyfathrebwr hyderus gyda’r hunan-sicrwydd i gysylltu ag aelodau’r cyhoedd ynghylch materion cymhleth a sensitif mewn modd digynnwrf a phroffesiynol.

Dylech allu addasu, aml-dasgio a chyflawni amrywiaeth o ddyletswyd