Operational Support Officer Role

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings
• Providing users and stakeholders with support via face-to-face engagement, telephone calls (incoming and outgoing), and written correspondence, including those with complex needs
• Using HMCTS service scripts and knowledge articles to direct users to relevant services, ensuring they receive clear and specific information
• Supporting users through complaints procedures, offering immediate responses to prevent escalation, and updating systems as required
• Identifying risks related to HMCTS buildings, informing the Senior Person on Site (SPoS), and providing immediate response when necessary
• Processing work using standard operating procedures to meet performance targets and uphold service standards
• Managing case files with accurate data entry, secure information handling, and compliance with data retention policies
• Handling jury service tasks such as selection, deferrals, reassignments, and attendance tracking, along with processing expenses and court fees
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters
• Providing judicial support including diary management and administrative assistance
• Supporting enforcement procedures, including financial assessments and fine collection, and producing basic reports
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance

• Strong administrative skills with attention to detail
• Excellent communication skills, both face-to-face and over the phone
• Ability to handle sensitive information securely and in line with data policies
• Experience in customer service, ideally within a public sector or legal environment
• Proactive approach to problem-solving and risk identification
• Ability to work effectively under pressure and meet deadlines

Knowledge of health and safety procedures