Operational Support Officer - Newport (Ref: 17770)

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

About us

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales.

National Services cover multiple 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.

We provide telephone, assisted digital, case progression and court hearing support through a consistent national service, which enables cases to move through to conclusion smoothly.

Were looking for individuals who are committed to public service and making a difference in peoples lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

Your work will be predominately telephone-based , taking inbound calls from the public and legal representatives and returning calls as required. You will also use email and webchat and undertake general administrative work. Working in a small team you will be 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 were constantly investing in digital solutions to improve the way we deliver justice.

Your knowledge, skills and experience

• Strong customer service skills with the confidence to support our customers via the telephone, webchat and email
• Experience of working in an administrative role in a customer focussed environment is desirable
• Proficient with IT and Microsoft Software packages
• Excellent communication and organisational skills
• Exceptional attention to detail

Please refer to the role profile attachment for more information.

Further details

The office is open Monday-Friday from 07:30 to 18:00. Shift patterns will be between 08:30 and 18:00. Successful candidates will be assigned a shift pattern as part of the onboarding process, depending on the current business requirement at that time. We dont currently have any requirement for staff to start at 07:30. Requests for particular shift patterns will be discussed with successful candidates upon successful completion of pre-employment checks.

We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08:00-16:00.

All of our staff are expected to work 6 Saturdays per year on a rota basis. There is also the option to work voluntarily on bank holidays.

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. Part time employees will need to work at least 30 hours throughout the week. Mondays and Fridays are unlikely to be approved for non-working days due to current business need. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJs Flexible Working policy.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Training

There is a 1-week induction that is full time but can be worked from home, following this a full-time 6-week training academy will commence (split into 2 phases), this is office based / in person. Requests for part-time training will be considered on a case-by-case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that timeframe.

Occasional travel to other courts

For this post, occasional travel to other National Services sites may be required.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Yn falch o wasanaethu. Yn falch o gynnal cyfiawnder.

Mae ein Swyddogion Cymorth Gweithredol o fewn Gwasanaethau Cenedlaethol yn chwarae rhan hollbwysig wrth ddarparu cymorth ffôn a gweinyddol rhagorol i ddefnyddwyr llys. Mae ein rhaglen hyfforddi yn darparu dull strwythuredig ond hyblyg o feithrin y sgiliau sydd eu hangen i gyflawni'r rôl hanfodol hon.

Amdanom ni

Mae Gwasanaeth Llysoedd a Thribiwnlysoedd EF (GLlTEF) yn un o asiantaethau'r Weinyddiaeth Gyfiawnder sy'n gyfrifol am weinyddur llysoedd troseddol, sifil a theulu ar Tribiwnlysoedd yng Nghymru a Lloegr.

Mae Gwasanaethau Cenedlaethol yn cwmpasu awdurdodaethau lluosog a elwir yn llinellau gwasanaeth. Maer rhain yn cynnwys Nawdd Cymdeithasol a Chynnal Plant, Cyfraith Deulu Gyhoeddus, Profiant, Trosedd, Mewnfudo a Lloches, Ysgariad, Hawliadau Arian Sifil Ar-lein, y Gwasanaeth Un Ynad (troseddau angharcharadwy e.e., dim trwydded deledu / treth car), a gwrandawiadau fideo sain ategol.

Rydym yn darparu cymorth dros y ffôn, cymorth digidol, gwybodaeth am gynnydd achosion a chymorth gyda gwrandawiadau llys trwy wasanaeth cenedlaethol cyson, sy'n galluogi achosion i symud ymlaen a dod i ben yn esmwyth.

Rydym yn chwilio am unigolion syn ymrwymedig i ddarparu gwasanaeth cyhoeddus ac sydd am wneud gwahaniaeth ym mywydau pobl i sicrhau cyfiawnder. Os oes gennych chi ddiddordeb mewn datblygu gyrfa gyda phwrpas go iawn, ymgeisiwch.

Eich rôl

Bydd eich rôl yn bennaf ar y ffôn , gan gymryd galwadau gan y cyhoedd a chynrychiolwyr cyfreithiol a gwneud galwadau yn ôl yr angen. Byddwch hefyd yn defnyddio e-bost a'r adnodd sgwrsio dros y we ac yn ymgymryd â gwaith gweinyddol cyffredinol. Gan weithio mewn tim bach byddwch yn cael eich cefnogi gan Arweinydd Tim ac, ochr yn ochr â'n rhaglen hyfforddi fanwl, bydd gennych fynediad i'n 'banc gwybodaeth' (dogfen ganllawiau) ich cynorthwyo yn eich rôl

Mae angen i chi fod yn gyfathrebwr hyderus gydar hunan-sicrwydd i gysylltu ag aelodaur cyhoedd ynghylch materion cymhleth a sensitif mewn modd digynnwrf a phroffesiynol. Mae cwsmeriaid syn ffonio Canolfannau Gwasanaethaur Llysoedd a Thribiwnlysoedd yn aml mewn sefyllfa anodd a llawn straen ac felly mae pwysigrwydd mawr yn cael ei roi ar ymdrin â galwadau gydag empathi a dealltwriaeth.

Mae hon yn swydd gyflym syn gofyn am sylw i fanylion, y gallu i amldasgio ac ymdrin â phob cwsmer fel unigolyn tran rheolich amser yn effeithiol. Bydd ...