Operational Support Officer (Ref: 21058)

Job summary

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers play a critical role, providing excellent customer service and administrative support to court and tribunal users, judiciary and management.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our court users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. 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

The role is primarily based within the courtroom, supporting the smooth running of court proceedings. Administrative duties will also be incorporated into the post.

Working as part of a team, you will contribute to the overall operational, performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users, which could include members of the judiciary and the legal profession.

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

• Preparing papers and files for court, tribunals, hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
• Creating and updating records digitally, interpreting information required on a court file accurately.
• Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
• Supporting the smooth running of court proceedings, preparing court /hearing rooms and ensuring court runs efficiently.
• When required, you will be an essential first point of contact for all the court users; meeting members of the public, which may include vulnerable witnesses, and their legal representatives.

Your knowledge, skills and experience

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

Lead criterion at application stage: Statement of Suitability. An initial sift based on the statement of suitability may be held if a large number of applications are received.

Further details:

These operational roles are customer facing, requiring successful applicants to be court based to provide HMCTS services to the public.

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. Applications for part-time working would be considered however due to the nature of the role the minimum of 3 days is required.

The minimum working pattern for all positions is three days per week. However, the required working days differ by location:

• Norwich County Court: Monday, Wednesday and Friday are required working days.
• Norwich Magistrates' Court: Wednesday, Thursday and Friday are required working days.
• Norwich Crown Court: Monday is the required working day, with the remaining two days to be agreed in line with business needs.

Occasional travel to other courts

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 or regular basis at other local HMCTS sites/courts. Where applicable, associated travel cost/time will be applied in line with organisational policies. While you will have a designated base location, the role may require travel to other courts within a reasonable commutable distance:

• Civil & Family Position: Occasional travel may be required to Great Yarmouth (NR30 1PW), King's Lynn (PE30 1PQ), and Bury St Edmunds (IP33 7EJ).

Saturday working (Applies to Norwich Magistrates' Court only)

If you select a magistrate’s court as one of your location preferences and are allocated there, you will be required to work the following shift pattern, to include Saturdays as follows: 5 days over a 6 day working pattern.

Your working pattern will be confirmed by your line manager, and whenever you are required to work on a Saturday, you will receive a day off in lieu based on business needs. Please note that there is no requirement to work on Sundays.

Base Location and Reserve list information

Crown and Civil & Family Positions available at:

Norwich Combined Court Centre, NR3 1UR

Magistrates Positions available at:

Norwich Magistrates' Court, NR3 1UP

Candidate preferences will be explored during the interview stage in conjunction with the application selection process.

Base locations and reserve lists for this campaign will be managed in accordance with location preference/s, as indicated in your application. We will appoint in merit list order for each location outlined in the vacancy and hold a separate locational reserve list for each of these locations. After appointments have been made using this locational appointment process, any remaining candidates who met the benchmark for the role will remain on a locational reserve list in accordance with their preferences for 12 months.

Please only indicate preferences where you are prepared to work. If you are subsequently offered a role from the reserve list for a location preference indicated in your application and decline it, you will be removed from the reserve list for the vacancy, across all locational preferences.

Please note that there are vacancies within both Crown and Civil and Family at Norwich Combined Court Centre, NR3 1UR. Due to system limitations, these do not appear as separate options in the Location Preferences section. If you would like to be considered for either of these locations, please select Norwich Combined Court Centre, NR3 1UR as your location preference.

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 J