Support Officer - Newport CTSC (full and part time) Newport, Newport, Wales
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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.
Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.
We have a number of fantastic opportunities to join our team on either full time, part time or compressed hours contracts. We can offer a range of working patterns and shifts to suit your personal circumstances between Monday to Friday 8am to 8pm (6pm currently) and Saturdays 8am to 4pm. Part time candidates may be required to attend our initial training academy between the hours of 9.30am and 2.30pm
We also currently offer 50% hybrid working patterns. Colleagues working in the office enjoy the benefits of a free parking arrangement although this cannot be guaranteed indefinitely.
Successful candidates will join our team in the role of Customer Service and Administration Officer (CTSC Support Officer) working to support customers from one of our new, modern Courts and Tribunals Service Centres (CTSCs) in Newport.
The transformation of HM Courts and Tribunals Service (HMCTS) is one of the most exciting programmes in central government and will radically change how justice is done. The CTSCs are the Service Centres of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres 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.
Role Purpose
This role is the main customer focused role in CTSCs 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.
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
- Good customer service skills with the ability to empathise with end users and ensuring a professional and speedy user experience.
- Support customers with using our online applications and after training be able to guide callers through engaging ‘digitally’
- Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand
- Flexibility to move between roles to support effective and efficient use of resources to meet user’s needs.
- Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service whilst staying within prescribed business parameters.
- Proactive issue resolution – anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.
Additional Information
Applications are invited online via CS Jobs www.civilservicejobs.service.gov.uk and your application will be managed through an online automated process.
The first stage of the process is to apply by submitting an example of previous experience in a Statement of Suitability. Please give as much detail as possible regarding why you are suitable for this position in line with the person specification above.
Your application will be reviewed, and you will be notified if you have or have not been successful at this stage. If you have been successful, you will be invited to book an interview.
The assessment will include an interview focusing on your behaviours and strengths, based on the Civil Services Success Profiles. For more information on success profiles, please visit - https://www.gov.uk/government/publications/success-profiles
During the Interview you will be assessed on the following behaviours:
- Managing a Quality Service
- Delivering at Pace
- Working Together
- Communicating and Influencing
Please refer to the Job Description for further information on this role.
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.
Things you need to know
Selection process details
Feedback will only be provided if you attend an interview or assessment.
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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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