Contact Centre

AO - Contact Centre (Criminal Fines Collection & Enforcement)
Location: Port Talbot Justice Centre, Harbourside Rd, Port Talbot, SA13 1SB

* £12.86 per hour increasing to £13.25 after 12 weeks
* Full time, Mon-Fri
* Office-based during training, then after approximately 12 weeks: hybrid (3 days home, 2 days in the office)
* Free all-day parking available at the town-centre location

If you're someone who stays calm under pressure and genuinely cares about helping people, this role could be a great fit. You'll join a busy HMCTS contact centre handling high volumes of calls, where excellent customer service, empathy and reliability make a real difference.

What you'll be doing:
* Answer and manage inbound calls for Courts and Tribunals (up to 10,000 calls per week)
* Support customers who are often in difficult and stressful circumstances, using a professional, empathetic approach
* Liaise regularly with court and tribunal staff at processing sites across the UK
* Work scheduled shifts to maintain service coverage between 09:00-17:00, Monday to Friday
* Contribute to continuous improvement, using tools and techniques to help raise service standards

What you'll bring:
* Strong customer service skills and the ability to communicate clearly and confidently
* Empathy and understanding, with a calm manner when handling sensitive enquiries
* Comfort working in a fast-paced contact centre environment
* Good Microsoft skills (comfortable using standard office tools)
* Reliability and flexibility, with the possibility of occasional ad hoc working at other local HMCTS offices
* Willingness to complete an Enhanced DBS

Ready to support customers with care and make an impact for Courts and Tribunals? Apply now and take the next step in your HMCTS career.

Due to the high volume of applications we receive, we are only able to contact candidates who have been selected to progress to the next stage of the recruitment process. If you have not heard from us within 1 week of your application, please assume that your application has not been successful on this occasion. We encourage you to keep an eye on our current vacancies and welcome applications for any future roles that match your skills and experience.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.