Operational Support Officer (Ref: 21621)

Job summary

Job description

Crown and Civil & Family Positions available at: Peterborough Combined Court Centre, PE1 1EJ

Employment Tribunals Position available at: Cambridge County Court, CB1 1BA

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

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.

Court Specific Duties

Duties undertaken within the Court may include, but are not limited to, the following:

• Speak publicly and manage courtroom proceedings.
• Court usher duties which include preparation and management of a courtroom by communication with court users (members of the public).
• Ensuring court video link technology is prepared and working correctly.
• Communication with stakeholders and professionals including Police, Probation Service and Solicitors.
• Administration work including pre and post court functions.
• Supporting court hearings, this role requires a professional approach when dealing with sensitive and sometimes complex casework.

Employment Tribunal Clerk Duties - Cambridge County Court

Please note that the position based at Cambridge County Court is specifically for an Employment Tribunal Clerk role.

By selecting this location during the application process, you acknowledge and agree that the role includes the additional responsibilities outlined below.

Hearing Clerk Duties

• Act as Hearing Clerk during Employment Tribunal hearings, supporting Employment Judges and panel members.
• Manage hearing documentation, record outcomes, and ensure hearings run efficiently and effectively.
• Liaise with parties, representatives, and the judiciary throughout hearings to resolve administrative issues and facilitate the smooth running of proceedings.

Employment Tribunal Case Management

• Support case progression by processing tribunal applications, correspondence, judicial directions, and hearing outcomes in accordance with Employment Tribunal procedures.
• Maintain accurate records on case management systems and ensure the timely progression of cases.

Digital and Hybrid Hearings

• Support the delivery of in-person, remote, and hybrid hearings.
• Test and operate video hearing technology and provide assistance to parties experiencing technical difficulties.

Stakeholder Engagement

• Employment Tribunal Clerks regularly interact with a wide range of stakeholders, including:
  
  
• Claimants
• Respondents
• Solicitors and other legal representatives
• Employers and employees
• Trade Union representatives
• ACAS representatives and officers
• Members of the judiciary

Additional Skills and Experience

• Essential
  
  
• Ability to manage competing priorities in a fast-paced hearing environment while maintaining accuracy and attention to detail.
• Strong communication skills, with the ability to engage professionally and effectively with judiciary, legal representatives, and unrepresented parties.
• Ability to work independently while contributing positively as part of a wider team.

• Desirable
  
  
• Knowledge of Employment Tribunal procedures, case management processes, and hearing administration.
• Experience supporting judicial office holders within a court or tribunal environment.
• Experience using HMCTS digital case management systems and video hearing platforms.
• Understanding of the challenges faced by a diverse range of tribunal users and stakeholders.

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.

Crown Position: 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.

Civil and Family and Employment Tribunals Position: Standard full time working hours are 37 ho