18320 - Operational Support Officer

Role Profile

Role Title

HMCTS Operational Support Officer

Grade

AO

Role Purpose

The HMCTS Operational Support Officer is the first point of contact for our users, judicial office holders, and partner agencies, providing exceptional customer service, including those who are vulnerable or who have additional complex needs This versatile role is at the heart of delivering day-to-day administrative and operational support to a variety of functions, including facilitating all types of hearings across all HMCTS business areas and will have a direct impact on the delivery of justice. This role may be based in Courts and Tribunal sites or across National Services and Criminal Fines Collection and Enforcement.

The role will support HMCTS users in a variety of ways, including (but not limited to), in-person, over the telephone, digital and written communications. The HMCTS Operational Support Officer will help maintain the smooth flow of operations, dealing with a wide range of enquiries and resolving issues to prevent delays to cases or services. This role will perform a variety of general administrative duties and manage user contact to assist in the running of functions across HMCTS operational business areas, making use of digital channels to work closely with colleagues, judicial office holders, and other stakeholders. The purpose of this role is to support the operational delivery of a high-quality service, supporting the delivery of justice, both in and outside of hearings and across the range of HMCTS operations.

The Operational Support Officer role may work across multiple business areas, undertaking a range of activities as and when required driven by business need.

Key Accountabilities

The following list provides a summary of some of the activities that may be performed, and is not exhaustive

Customer Service

• Undertake all administrative tasks to prepare for, facilitate, and result all types of hearing.
• Provide users and stakeholders with or signpost them to appropriate available support via face-to-face engagement, telephone and webchat interaction (incoming and outbound), and responding to correspondence in a range of formats. This includes users with specific and potentially complex needs, providing clear and consistent information to aid all users to participate in justice effectively.
• Use HMCTS service scripts and knowledge articles to direct users to relevant services, ensuring users are provided with appropriate and specific information relating to their query, utilising all contact methods.
• Follow complaints policies and procedures, supporting users through the process and providing immediate response as necessary to prevent escalation and updating OPTIC as required.
• Identifying risks relating to HMCTS buildings, informing the Senior Person on Site (SPoS) as required, and provide immediate response as necessary.

Operational Support

• Process work using standard operating procedures to meet performance targets and maintain operational and service standards.
• Handle case files, ensuring accurate data entry, secure information management, and compliance with retention and data loss protocols.
• Manage jury service tasks, including selection, deferral, reassignment, and attendance tracking, as well as processing related expenses and court fees.
• Assist with listing and scheduling, ensuring efficient use of judicial time, responsiveness to urgent matters, and adherence to listing policies.
• Provide dedicated judicial business support, such as diary coordination and administrative tasks, as locally required.
• Support enforcement procedures, including conducting financial assessments, aiding fine collection, and producing basic statistical and financial reports.
• Contribute to health and safety operations, including PEEPs, facility checks, issue logging, and key/safety governance under team leader guidance.
• Any ad hoc or additional duties that may be required by business need that is appropriate to the grade of the role.