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SalaryOur client HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. HMCTS provides administrative 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 - HMCTS has a responsibility to administer a justice system that is accessible to everyone and operates efficiently.
Our Public sector client is looking for a temporary employee to join their team as an Admin Officer. This is currently a temporary role until 29/03/24, with the chance of an extension. This is a full-time role, Monday - Friday, 37 hours per week. Your usual working hours will be around the hours of 9-5. Due to business needs you may work 8-4. The pay rate for this role is 11.88 per hour, paid on a weekly basis.
The training for this role will be around 2/3 weeks. You will be required in the office 5 days per week during training. The office is located at 54 Hagley Road, B16 8PE. Once training has been completed, you will be allowed to undertake hybrid working. It will be 1 week in the office, 1 week from home.
This role will start on Monday 8th January 2024 - Please only apply if you can start on this date.
The client needs subject matter experts with the ability and confidence to train their colleagues on chosen tasks or activities, and who can complete tasks at a high pace. The whole team will work together on a task to reduce email volumes as efficiently as possible. Once complete, the team will then move on to the next chosen service and begin the process again.
This is an opportunity to gain fantastic experience in a major transformation programme, develop a range of business knowledge and experience, and play a role in how justice is delivered more effectively for our citizens.
You will be supporting the Rapid Response Team (RRT) with the administrative tasks/email management that comes alongside the services. Reporting to the Rapid Response Team Leader, you will be attending sufficient training to work and complete a chosen activity within one service. Once that activity has been successfully reduced, you will be trained on the next chosen service, and so on. Your day-to-day duties will include:
- Provide professional, friendly support and guidance, completing administrative tasks in line with quality standards, to ensure the delivery of high-quality customer/user focused service daily 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 might expect next
- 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 case management 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
The ideal candidate for this role will have:
- Strong customer service skills over emails to ensure a professional and speedy customer experience.
- Be able to empathise with 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 issue
- Should be IT literate and be able to use Microsoft Office including Outlook and Word
- Must have excellent written communication skills.
If you are suitable for this role you will be subject to a basic DBS check and 3 years of referencing. Is this a role you would be interested in, please apply for more information!
