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Operational Delivery

Administration Officer – 44689
£18,884 - £20,420


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

please be aware in the event of a large number of applications the sift will be carried out on the lead behaviour of Making Effective Decisions


Good administrative staff with excellent customer service skills are vital to the effective operation of the Courts.  Tribunals and other offices within Her Majesty’s Courts and Tribunals Service (HMCTS).  NCES responsibilities include the collection of criminal fines.  Most of the staff within HMCTS are employed in administrative roles.  HMCTS embraces Lean principles and continuous improvement techniques to provide high standards of customer service

The key purpose of the role

Administrative Officers are assigned to teams to carry out a variety of general administrative duties to progress cases through the court/tribunal system or provide support to other functions within HMCTS.  As an Administrative Officer working in the NCES, your role will include general administrative duties and will require you to deal with the general public, defendants and outside organisations sometimes dealing with difficult customers and situations.  You may also be required to work in a call centre type environment or directly in the handling of cash and certain related functions. 

Continuous improvement tools and techniques are used in HMCTS and so there will be opportunities to exercise discretion and initiative and continually seek to improve, within a framework of systems and processes (SOPS).  Problem solving is carried out by reference to lean techniques (e.g. problem solving hubs) and comprehensive guidelines and instructions – complex or difficult issues are normally referred to or will involve a team leader or supervisor.  In some positions, role holders will have regular contact with court / tribunal users, including members of the Judiciary and the legal profession.  Administrative Officers work within a team with regular management support and are responsible for their own time, although there may be some opportunity to provide advice and carry out limited supervision of others. 

Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.  Working as part of a flexible team, the postholder will be expected to undertake a range of the functions and responsibilities specified.  It is not intended that each post will be responsible for the full range of duties.

Key responsibilities


•    Preparing papers and files for court.
•    Collection of financial impositions imposed by the court.
•    Enforcement of financial impositions using designated Fines Officer Powers.
•    General photocopying and filing.
•    Creating and updating records on in-house computer system and data input.
•    Post opening and dispatch.
•    Booking, preparing and organising meeting rooms, supporting training courses and other group activities. 
•    Preparing meeting agenda, joining instructions, handouts etc.


•    Standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions. 


•    Conducting Means Interviews with defendant mainly over the phone but face to face in some instances.
•    Assisting at Enforcement Courts and hearings, ensuring papers and materials are available and up to date.
•    Contacting relevant parties, scheduling, serving court documents, executing a range of warrants, collecting fines and fees etc.
•    Handling counter (face to face), written and telephone enquiries.
•    To work as a team to ensure TIB (Team Information Board) meetings are relevant, timely and productive.
•    To work as a team to problem solve, to assess the impact of new SOPS, to contribute to small projects.

Processing Casework    

•    Including standard documentation and information, court orders, claims, fines, fees, maintenance and fixed penalty tickets.
•    Resulting courts accurately, interpreting accurately the information required on a court file.
•    To work to workload targets in terms of throughput and accuracy.

Checking and verifying    

•    Documents, records, accounts, claims and returns for approval, results, statistics, plans etc. against criteria, regulations or procedures. 
•    Ensuring compliance and administration documentation meet quality standards.
•    Role holders may be required to cross check and validate work completed by colleagues.

Collecting and assembling information  

•    For returns, results, accounts, statements, warrants, statistical analysis, reports etc. 
•    Work may require interpretation of source materials, preparation of files, obtaining updates. 
•    Role holders will need to modify and adjust information and make decisions to allow work to be completed.
•    Role holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.

Undertaking calculations    

•    Produce basic statistical analysis reports and where required, process financial information. 
•    Checking the work of others, updating records, assessing the value of goods and/or property, reconciling accounts, preparing invoices, information gathering and running straightforward reports. 


•    Communicate and work with Enforcement Delivery Managers, Judiciary, Magistracy, Cluster Staff, and other internal and external stakeholders, suppliers and customers to collect information, check facts, communicate or enforce judicial decisions, give advice on the completion of forms or court procedures etc and provide excellent customer service.
•    To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.

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.

Success Profiles Assessment approach

The application will assess you on behaviours.  Behaviours are the actions and activities that people do which result in effective performance in a job.

The Civil Service has defined a set of behaviours that, when demonstrated, are associated with job success.  Civil Service Behaviours are specific to the grade level of the job role.

The examples of the behaviours are designed to give an overview of what is expected of individuals at each level.  There is no expectation that all individuals will need to demonstrate every part of each example to be successful.

To apply please complete the online application form. We will assess you against these behaviours during the selection process:

Making Effective Decisions

•    Use guidance, analyse relevant information and ask colleagues for input to support decision making.
•    Identify and deal with any errors or gaps in information before making a decision. 
•    Consider the diverse needs of those affected by decisions and how it will impact them. 
•    Provide advice and feedback to support others in making accurate decisions. 
•    Ask others to clarify decisions when confused and query any issues that arise constructively

Managing a Quality Service 

•    Gain a clear understanding of customers’ needs and expectations. 
•    Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money. 
•    Act to prevent problems by identifying issues, reporting them and providing solutions. 
•    Keep customers and all colleagues up to date with progress. 
•    Show customers where to access relevant information and support that will help them to use services more effectively.

Working Together

•    Proactively contribute to the work of the whole team and remain open to taking on new 
and different roles.
•    Get to know your colleagues and build supportive relationships. 
•    Listen to alternative perspectives and needs, responding sensitively and checking 
•    understanding where necessary.
•    Ask for help when needed and support others when the opportunity arises.
•    Be aware of the need to consider your own wellbeing and that of your colleagues.
•    Understand that bullying, harassment and discrimination are unacceptable.

Find out more about Success Profiles and Behaviours

Operational Delivery in HMCTS

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

•    Face-to-face roles in HMCTS for example a court usher
•    Contact Centre roles in HMCTS for example call centre advisers
•    Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people.  This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.

Additional Information

Working Arrangements & Further Information 
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.
Flexible working hours 
The Ministry of Justice offers a flexible working system in many offices.
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.
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
•    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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
•    Paid paternity, adoption and maternity leave. 
•    Free annual sight tests for employees who use computer screens. 
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.
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
4-    To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;
5-    To Ministry of Justice Resourcing (;
6-    To the Civil Service Commission (details available here)
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Grading Structure Review
The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.
Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.