Operational Support Officer

• Preparing for, facilitating, and documenting all types of hearings through comprehensive administrative tasks
• Engaging with users and stakeholders face-to-face, via telephone (incoming and outgoing), and through written correspondence, offering clear guidance and signposting to appropriate support services
• Using HMCTS service scripts and knowledge articles to direct users to relevant services, ensuring they receive accurate and tailored information
• Supporting users through complaints procedures, providing immediate assistance to prevent escalation, and updating case management systems as required
• Identifying risks related to HMCTS buildings, informing the Senior Person on Site (SPoS), and responding promptly to safety concerns
• Processing work according to standard operating procedures to meet performance standards and maintain service quality
• Managing case files with accurate data entry, secure information handling, and compliance with data retention protocols
• Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses and court fees
• Assisting with listing and scheduling to optimise judicial time and respond to urgent matters efficiently
• Providing judicial support such as diary management and administrative assistance
• Supporting enforcement activities, including financial assessments, fine collection, and generating basic reports
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance

• Strong organisational skills with attention to detail
• Excellent communication skills, both face-to-face and over the phone
• Ability to handle sensitive information with confidentiality
• Proactive approach to problem-solving and risk management
• Familiarity with administrative procedures and case management systems
• Ability to work effectively under pressure and meet deadlines
• Knowledge of health and safety protocols is desirable

Knowledge of health and safety protocols is desirable