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General Information

Salary
£25,582
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
External
Location
Leicester, Loughborough
Region
East Midlands
Closing Date
18-Jun-2026
Post Type
Permanent
Civil Service Grade
AO
Number of jobs available
5
Reserve List
12 Months
Job ID
18399

Descriptions & requirements

Job description

Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital for our National Services within the HM Courts & Tribunals Service (HMCTS). Customers calling us are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

About us

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 manage centralised administrative and contact functions in HMCTS. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role                                  

Our Contact Centres are the core of our National Services delivering great customer service to enable Justice. You will be passionate about delivering excellent customer service taking calls from the public seeking assistance in either Civil, Family or Tribunal matters.

You will be dealing with queries from customers in relation to their ongoing employment tribunal cases.

In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. This is a fast-paced 100% telephony-based position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively.

Your skills and experience                     

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. 

For a full job description, please read supporting document included below before applying

Further details

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. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. A minimum of 24 hours per week will be required for this role. The business will not be able to facilitate a non-working day on a Monday.

The Contact Centre offers a service between 09:00 - 17:00 and you will be required to work between these times on a scheduled basis. Successful candidates would be required to work at Sovereign House, 17 Princess Road West, Leicester, LE1 6TE or Loughborough Tribunal Support Centre, LE11 2TW, although there is non-contractual hybrid working where the business need allows and 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.

Occasional travel to other courts

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

Skilled Worker Visa

From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. 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 do not meet the new eligibility criteria for sponsorship (or the transitional provisions), 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. 

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

Standard full time working hours are 37 hours per week excluding breaks which are unpaid. HMPPS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the HMPPS’ Flexible Working policy.

If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.

The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.

Benefits

Annual Leave

-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.

Bank, Public and Privilege Holidays

-You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays. These hours are added to your annual leave allowance. There is a requirement to work some public and bank holidays subject to your shift pattern and the operational needs of the establishment

Pension

-The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.

Work Life Balance

HM Prison & Probation Service  (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ

Season Ticket Advance

-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work

Childcare Vouchers

For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers

Training

HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes

-There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts

-All staff receive security and diversity training and an individual induction programme into their new roles

Eligibility

-All candidates are subject to security and identity checks prior to taking up post

-All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS

-All staff are required to declare whether they are a member of a group or organisation which the HMPPS considers to be racist

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference - 18399

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
Please tell us why you are suitable for this role. Demonstrate your transferrable skills, knowledge, and experience against the ‘Essential Skills and Criteria’ outlined in the advert.

This can be work or education based or gained in other environments such as volunteering. Using the full word count (500 words) and providing personalised real-life evidence of experience gained will help achieve the highest scores.

You must ensure that any evidence submitted as part of your application are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own and can lead to your application being withdrawn.
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Start of July TBC - Interviews will take place IN PERSON at Loughborough Tribunal Support Centre, LE11 2TW
Behaviours
Communicating and Influencing
Managing a Quality Service
Delivering at Pace
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Level of security checks required
DBS Basic

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.  Please see our candidate guidance for more information on appropriate and inappropriate use.