Directorate: National Services

Job Title: Summer Intern - Administrative / Support Officer

Duration: Up to 12-weeks (Fixed Term Contract)

Pay Band: AO

This is a general job description covering the likely scope of work.

Key Purpose

We are offering an exciting opportunity to come and join us on a temporary placement to support HMCTS over the summer period. We have several positions based within our National Services sites (CTSCs and NBCs) where you will be part of a team supporting the important work to ensure our services run smoothly. Spread nationally over several sites, our CTSCs and NBCs are home to a large part of our workforce. We have reformed the Justice system and our National Services exist to support a modern, digital Justice system. These centres offer customer support and back-office teams which support the courts from around the UK.

The Role

These operational roles require successful applicants to be office based full time to provide essential HMCTS services to the public.

Successful candidates will be assigned to teams to carry out a variety of general administrative and telephony duties to provide a consistent national service that enables cases to move through to conclusion smoothly and to provide the right support to the local judiciary and our users.

As part of your role, you may be required to have regular verbal/written contact with members of the Judiciary, service users, mediators, management and those within the legal profession.

This role offers you access to professional standards skills development to help you continue to improve your development and performance and expand your career.

Locations

Role availability varies by location. You will be given the option to select up to 3 preferred locations for your placement. Please ensure you only select locations that you would be willing to commute to and work from for the whole duration of the placement.

National Business Centres (NBCs):

Typical roles include data entry of paper and digital work, telephony, customer complaints and correspondence.

Key accountabilities include:

Preparing papers and files for court, tribunals, hearings, and meetings.
Producing court / tribunal documents.
Creating and updating records on in-house computer systems and data input.
Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions.
Processing casework including standard documentation and information, court orders, claims, fines and fees, legal aid.
Liaise with customers to provide updates and answer queries.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations.

Courts & Tribunals Service Centre (CTSCs):

These are predominately telephony-based roles, but you will also need to be confident using IT for the administrative elements of the role.

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.
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.
Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.

Other duties (all positions):

You are required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Key Purpose

Preparing papers and files for court, tribunals, hearings, and meetings.

Producing court / tribunal documents.

Creating and updating records on in-house computer systems and data input.

Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions.

Processing casework including standard documentation and information, court orders, claims, fines and fees, legal aid.

Liaise with customers to provide updates and answer queries.

Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations.

Other duties (all positions):

You are required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.