HMCTS - Inner London Crown Court - AO

Inner crown London

Court Administrative Officer / Operational Support Officer (HMCTS)

Pay: £15.59 per hour

Contract: December 2026 with possibility of extension

Location: Southwark, London

Job Purpose

To provide high-quality administrative, operational, and customer service support across HMCTS operations, ensuring court and tribunal processes are delivered efficiently, accurately, and in accordance with HMCTS policies and procedures. The role supports court users, stakeholders, judiciary, and colleagues, contributing to the effective administration of justice while maintaining excellent service standards.

Key Responsibilities

Customer Service

• Undertake all administrative activities required to prepare for, facilitate, and conclude hearings across a range of jurisdictions.
• Deliver professional support to court users, legal representatives, judiciary, and stakeholders through face-to-face interaction, telephone contact (inbound and outbound), and written correspondence.
• Assist users with diverse, complex, or additional support needs, ensuring they receive clear, consistent, and accessible information to facilitate effective participation within the justice system.
• Utilise HMCTS service scripts, guidance, and knowledge articles to provide accurate information and direct users to the appropriate services and support channels.
• Respond to enquiries promptly and professionally, ensuring customer service standards are maintained across all communication channels.
• Manage complaints in line with HMCTS policies and procedures, providing timely resolutions, reducing escalation where possible, and updating relevant systems, including OPTIC.
• Identify and report risks relating to HMCTS buildings, facilities, and operational environments, escalating concerns to the Senior Person on Site (SPoS) and taking immediate action where required.

Operational Support

• Process and manage workloads in accordance with standard operating procedures, ensuring service standards, performance targets, and quality requirements are met.
• Maintain and manage case files, ensuring accurate data entry, secure handling of sensitive information, and compliance with information management, retention, and data protection policies.
• Administer jury service processes, including juror selection, deferrals, transfers, attendance monitoring, expense claims, and court fee administration.
• Support court and tribunal listing functions by assisting with scheduling, allocation of hearings, urgent applications, and the effective utilisation of judicial resources.
• Provide dedicated administrative and business support to members of the judiciary, including diary management, coordination of appointments, and local administrative requirements.
• Assist with enforcement activity, including financial assessments, fine collection procedures, payment processing, and the preparation of basic financial and statistical reports.
• Support Health and Safety requirements through the maintenance of Personal Emergency Evacuation Plans (PEEPs), facility inspections, issue reporting, and key and safety governance procedures.

Knowledge, Skills and Experience

Essential Skills

• Excellent customer service and communication skills.
• Strong administrative and organisational abilities.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience handling sensitive or confidential information appropriately.
• High level of accuracy and attention to detail.
• Strong IT skills with experience using databases and case management systems.
• Ability to interpret and apply policies, procedures, and guidance consistently.
• Effective problem-solving and decision-making skills.
• Ability to work independently and collaboratively within a team.

Desirable Skills and Experience

• Experience working within a court, tribunal, legal, public sector, or customer service environment.
• Knowledge of HMCTS procedures, systems, and operational processes.
• Experience handling complaints and resolving customer issues.
• Understanding of information security, data protection, and records management requirements.
• Knowledge of health and safety procedures within a public service environment.

Core Competencies

• Delivering Excellent Customer Service
• Communicating and Influencing
• Managing Work Effectively
• Attention to Detail
• Working Together
• Making Effective Decisions
• Delivering at Pace
• Maintaining Professional Standards
• Stakeholder Management and Relationship Building
• Compliance and Risk Awareness

This role is responsible for supporting the effective administration of justice by delivering high-quality customer service and operational support while ensuring compliance with HMCTS policies, procedures, and legislative requirements.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.