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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.

Job Title: CTSC Support Officer

Grade: AO

Location: Leeds Probate

About us

Are you interested in developing a career with a real purpose? We are looking for individuals who are committed to public service and to make a difference in people’s lives to deliver justice. If this sounds like you, please apply.

HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Joining us is a chance to play a pivotal role in the smooth running of our Courts and Tribunals, which give people and businesses access to potentially life-changing justice. Not only will your work be of crucial importance for those who use our services, you’ll be able to build a varied, challenging and rewarding career.

We’re looking for exceptional candidates to join our team in the role of Support Officer working to support one of our Courts and Tribunal Service Centres (CTSCs) Satellite hubs in Leeds.

The Courts and Tribunals Service Centres provide hubs for telephony, assisted digital, case progression and hearing support and will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system. Satellite sites to the CTSC process paper and legacy services, providing essential skills and knowledge to support reform and transition of the services to online.

Hybrid working, a combination of home and office working may be offered, subject to the service, role and business needs and only where delivering the service from home can be delivered effectively.

What will you be doing?

This role is the main customer-facing role in CTSC and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users. This may also involve in Satellite sites, the handling of paper processing and administrative tasks as services reform.

The Leeds Probate Satellite site processes applications for grants of Probate and customers contact the CTSC to obtain vital information about their application or accessing the service. The Grant of Probate is the term used to describe the legal and financial processes involved in dealing with property, money, and possessions (called the assets) of a person who has deceased. Before the next of kin or executor named in the will can claim, transfer, sell or distribute any of the deceased’s assets they will have to apply for Probate.

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.

Person Specification

Essential Criteria:

• 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 to 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.
• Strong organisational skills with ability to prioritise daily tasks to meet user needs.

Desirable Criteria

• Knowledge and understanding of Probate
• The ability to analyse evidence provided to assess essential information to process an application and applying Probate rules and guidance to ensure accurate and timely issuing of grants.
• The ability to make decisions based on a range of information provided and defined processes to administer Probate.

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)

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

• 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.

Job contact :

Name :
SSCL Recruitment Enquiries Team
Email :
[email protected]
Telephone :
0845 241 5359

Recruitment team

Email :
[email protected]