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General Information

Salary
£24,202
Working Pattern
Full Time, Part Time, Part Time/Job Share
Vacancy Approach
External
Location
Bristol
Region
South West
Closing Date
13-Aug-2025
Post Type
Permanent
Civil Service Grade
AO
Number of jobs available
1
Reserve List
12 Months
Job ID
8396

Descriptions & requirements

Job description

Job title: Claims Officer

Directorate: Chief Financial Officer

Workstream: Judicial Pay and Expenses Team (JPET)

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice.  We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Background

The Finance Support Centre is part of the Judicial Pay and Expenses team which is, in turn, part of the Chief Financial Officer Directorate.

The Bristol Finance Support Centre processes judicial fees and expenses claims, witness and appellant costs from courts and tribunals. The team is based in Bristol Magistrates' Court and Tribunals Hearing Centre.

About the role

The key purpose of the Claims Caseworker role is to receive and progress for payment claims for judicial fees, expenses and witness and appellants’ costs arising from the Courts and Tribunals, and to deal with claimant’s queries, responding by letter, email or telephone.

Duties

Claims Caseworkers are assigned to teams that handle incoming claims and produce monthly payrolls. Claims Caseworkers will check, approve or reject claims. They will assist individual claimants answering their queries by email and on the telephone. Caseworkers are supported in their role by comprehensive guidelines and instructions.

Interaction with Others (internal/external)

Claims Caseworkers work within a team with regular management support. They have contact with claimants, including judges, legal professionals and lay members of the Tribunals. They may also liaise with Courts and Hearing Centre staff, and partner agencies such as our IT and payment service providers. 

Your role as Claims Officer encompasses several key aspects (but not limited to):

·       Receive and process fee and expenses claims arising from Courts and Tribunals

·       Check and complete first line approval, confirming claims are valid, correct and comply with policy.

·       Action claims in accordance with established procedures to ensure timely and accurate payment.

·       Reject incorrect claims and advise claimants; accordingly, identify instances of non-compliance with policy and refer to team leader

·       Answer and/or appropriately redirect enquiries from HMCTS staff, judicial office holders and other customers.

·       Work as part of a team to clear the workload efficiently ensuring equal standards of service across all customer groups.

·       Proactively look for opportunities to improve processes and activities of the team.

Other duties

The post holder is 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.

Who are we looking for? (Person Specification)

The ideal candidate for this position should demonstrate:

Essential

·       Adaptable and able to prioritise a busy workload

·       Good verbal and written communication skills

·       Good decision-making skills

·       Customer focused

·       Team worker

How to apply

Application Stage

Please submit

  •  Statement of suitability demonstrating how you meet the essential criteria (up to 250 words)

  ·     Behaviour examples illustrating the Civil Service Behaviours “Making Effective Decisions” (up to 250 words).

Please ensure you cover both ‘what’ you do but also ‘how’ you do it. (i.e., the effective skills, knowledge & experience needed to undertake the role)

In the event of a high volume of applications, the panel may perform an initial sift based on the lead behaviour, Making Effective Decisions. Candidates who pass the initial sift will be progressed to a full sift. 

Interview Stage

If successful at sift, you will be invited to attend a remote interview, via Microsoft teams. During your interview, you will be assessed against the following Civil Service Success Profiles which will include:

·       Questions in relation to the following Civil Service Behaviours:

o   Making Effective Decisions

o   Working Together

o   Delivering at Pace

Strengths will also be assessed however these are not shared in advance.

Further details

Location

The post holder will ordinarily be assigned to Bristol Magistrates' Court and Tribunals Hearing Centre, Marlborough Street, Bristol, BS1 3NU

Travel requirements

There will be a requirement to travel occasionally to any HMCTS site in line with business needs.

Opportunities for development

HMCTS is committed to staff development and offers an extensive range of training and development opportunities.

Skilled Worker Sponsorship

From 22nd July 2025, the Government increased the salary threshold for Skilled Worker visas. The starting salary for this role falls below the general salary threshold for sponsorship.  

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 4 April 2024, you qualify for relevant tradeable points, or you meet other criteria where a lower salary can be considered. Therefore, if you believe you meet the eligibility criteria (in whatever way possible) and you have received a provisional job offer, please raise this during your vetting checks. 

If you are applying for this role and you do not meet the new eligibility criteria for sponsorship, 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.

About our benefits

We reward our people for their hard work and commitment. We have a number of family

friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans.

Proud to Serve. Proud to keep justice going.


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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

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 role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ 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 MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

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

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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.

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

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.

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 8396

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 8396

Application form stage assessments

Behaviours
A sift based on the lead behaviour, Making Effective Decisions, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.
Behaviours Application Form Question Word Limit
250
Making Effective Decisions
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
Statement of suitability demonstrating how you meet the essential criteria (up to 250 words). Please ensure you cover both ‘what’ you do but also ‘how’ you do it. (i.e., the effective skills, knowledge & experience needed to undertake the role).
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Earliest to interview: Thursday 4th September (subject to change)
Behaviours
Making Effective Decisions
Working Together
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.
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, 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.
Level of security checks required
Baseline Personnal Security Standard (BPSS)