CTSC Support Officer

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.

We’re looking for exceptional candidates to join our team in the role of CTSC Support Officer working to support the newest of our new Courts and Tribunal Service Centres (CTSCs) in Salford Quays.

The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.

The Courts and Tribunals Service centres are the administrative offices 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 in. 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.

This post will be based at our Salford Quays site in Manchester.

Role Purpose

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.

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.Jurisdiction-related administration using HMCTS predefined protocols and processes to process non-automated work.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.Proactively engage with HMCTS workforce planning / shift allocation tools to ensure business requirements are being met.Work as part of the team in considering continuous improvements necessary for effective delivery and feeding these into the wider CI channels.

Person Specification

Knowledge and understanding of the user experience (customer service) – empathising with end users and ensuring a professional and speedy user experience.knowledge of user interactions with online interfaces and coaching skills to 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 understandFlexibility 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.

The salary for this post is set within the AO range of £20965 - £21488

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Existing civil servants moving at the same grade will retain their existing remuneration package.

Hours

Standard full-time working hours are 37 hours per week across 5 days between Monday – Saturday. Operating business hours are between 8am to 8.30pm Monday to Friday and until 4.30pm on Saturdays. Work hours will be agreed with local line managers and in conjunction with the business needs of the role. Reduced hours working patterns that align with local business needs are available and, where this is required, please indicate your availability in your application.

Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full-time basis and this schedule will be discussed at the point of offer. For candidates who work reduced hours, you will be paid for the additional hours they work and will revert to your agreed working pattern upon conclusion of the initial 2 weeks of learning.

Please refer to the Candidate Pack for further information on this role.