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Support Officer - Stoke (Ref: 5559)

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Ministry of Justice

15d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Government & Politics
  • Stoke-on-Trent

AI generated summary

  • You must have strong communication skills, attention to detail, ability to multi-task, and adapt to software. Full-time hours; hybrid working possible. Criminal record check required.
  • You will handle inbound calls, emails, and webchat, providing support on complex issues, while maintaining empathy and attention to detail in a fast-paced environment.

Requirements

  • With a friendly and approachable manner, you’ll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers.
  • You’ll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages.
  • You’ll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment.
  • Successful candidates will be required to work full-time.
  • Standard full time working hours are 37 hours per week and working hours will be between 9am and 5pm.
  • Non-contractual hybrid working is currently available.
  • Successful candidates must undergo a criminal record check.

Responsibilities

  • The CTSCs deliver their services through several Jurisdictions known as service lines.
  • These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.
  • As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives, and returning calls as required.
  • Emails, webchat (for some services), and general administrative work will also form part of the role.
  • You will work in a small team supported by a Team Leader and, alongside our in-depth training programme, will have access to our ‘knowledge bank’ (guidance document) to assist in your role.
  • You need to be a confident communicator with the self-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner.
  • Customers calling the CTSCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.
  • This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively.
  • You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.

FAQs

What is the job title for this position?

The job title is Support Officer - Stoke (Ref: 5559).

Where is the job located?

The job is located in Stoke-on-Trent, West Midlands, England, ST1 2QB.

What is the salary for this role?

The salary for this role is £24,202.

What are the working hours for this position?

The standard full-time working hours are 37 hours per week, between 9am and 5pm.

Is there a training program for new employees?

Yes, there is a structured training program that includes a 1-week induction followed by a full-time training academy for up to 6 weeks.

What skills are required for the Support Officer position?

Candidates should have good written and verbal communication skills, attention to detail, the ability to multi-task, and IT skills to adapt to new systems and technologies.

Is hybrid working available for this role?

Yes, non-contractual hybrid working is currently available, but arrangements will be determined by the business and service line effectiveness.

Will successful candidates need to undergo background checks?

Yes, successful candidates must undergo a criminal record check and baseline personnel security standard checks.

Who can apply for this role?

This job is broadly open to UK nationals, nationals of the Republic of Ireland, Commonwealth countries with the right to work in the UK, and certain EU nationals under the European Union Settlement Scheme (EUSS).

What benefits are offered with this position?

Benefits include access to learning and development, flexible working options, a Civil Service pension with employer contributions, annual leave, public holidays, and season ticket advances.

How can I apply for this position?

You can apply for this position through the [Justice Jobs website](https://jobs.justice.gov.uk/careers/JobDetail/5559?entityId=5559).

Can I receive feedback after the interview?

Feedback will only be provided if you attend an interview or assessment.

What is the selection process for this role?

The selection process will use Success Profiles, assessing your Behaviours, Strengths, and Experience.

What are the expectations regarding communication with the public?

You will need to communicate calmly and professionally with members of the public regarding complex and sensitive matters, demonstrating empathy and understanding.

Is there a support system in place for employees?

Yes, employees will work in small teams with the support of a Team Leader and have access to a 'knowledge bank' guidance document.

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Ministry of Justice

We protect & advance the UK's principles of justice, working to deliver a world-class justice system for all.

Government
Industry
10,001+
Employees
2007
Founded Year

Mission & Purpose

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