CTSC Support Officer - Stoke Stoke-on-Trent, England
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Job description
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
CTSC Support Officer Stoke – Full or Part Time
Who are we?
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.
Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses – we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.
What will you be doing?
We have fantastic opportunities to join our team on full time, part time or compressed hours contracts. Successful candidates will join our team in our Courts and Tribunals Service Centre (CTSC) in Stoke-on-Trent as a Support Officer taking inbound calls from customers, answering emails and case related administration.
Part time shifts and working patterns will be discussed at interview stage and agreed at offer stage. In addition to flexible shift patterns, we also offer hybrid working whereby you can work a minimum of two days a week in the office and the remaining days from home.
Key accountabilities include:
- Provide professional friendly support and guidance to users of online services via a variety of channels (telephony, webchat, email), in line with quality standards, to ensure the delivery of a high-quality customer/user focused service on a daily basis and deliver a service focused on quality as well as timeliness.
- Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
- Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third-party supplier.
- To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different CTSC Support Officer.
- Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.
What will the successful candidate look like?
- Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience;
- Be able to empathise with our customers;
- Promote and support customers to engage digitally and use online applications;
- Be able explain information clearly so our customers feel reassured and they know what they need to do;
- Be flexible and adaptive to support business needs;
- Proactively resolve routine problems and escalate serious issues.
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
Support when applying
For guidance on how to write your application please follow this link HM Courts & Tribunals Service Star document (hmctsjobs.co.uk)
Person specification
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
- Working Together
Benefits
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
- Annual Leave
- Public Holidays
- Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
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Selection process details
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
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