Administration / Corporate Support
Administrative Officer (CCBC) – 38107
£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: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity
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). 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
Overview and the key purpose of the role
The County Court Business Centre (CCBC) in Northampton is a busy centre that deals with the administration of civil money claims in bulk volumes. We also operate a centralised telephony service for courts receiving up to 15,000 calls per week in relation to Civil Claims through the County Court.
Examples of Civil Money Claims could include
- Money Owed and not paid.
- Services not up to standard (Shops / Tradesmen)
- Overdue Utilities bills / Credit Card.
- Contract disputes between companies.
- Unpaid parking fines
The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement (CI) tools and techniques. This is a fantastic opportunity for enthusiastic candidates who enjoy working as part of a team in a fast-paced environment.
As an Administration Officer at CCBC you will have the opportunity to learn a variety of roles within the office and along with your team ensure all key duties are covered each day. This position requires an individual who is happy to embrace change on a regular basis and be an integral part the CI culture at CCBC. Candidates should be passionate about delivering excellent customer service. Your bright, friendly and courteous nature should shine through, along with your initiative and good written communication skills.
Many of the tasks are straightforward, regulated by well-established guidelines and/or detailed instructions, some initiative is also required. Advice is readily available and standard procedures are usually followed. Administrative Officers work within a team with regular management support. Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. This could involve work in an inbound call centre fielding calls from the public seeking assistance issuing or responding to Civil Money Claims. Customers calling the court business centre are often in a difficult and stressful situation and therefore significant importance is placed on handling calls with empathy and understanding. This is a fast-paced position that requires an individual to be able to multi-task and move from one call to another quickly.
Key responsibilities may include:
- Preparing papers and files for court, tribunals, hearings and meetings.
- Producing court/tribunal documents.
- 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.
- Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
- Assisting court users, supporting listing and rota management, checking files
- Contacting relevant parties, scheduling, serving court documents, executing a range of warrants, collecting fines and fees etc, including the use of chip and pin
- 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
- To undertake ad hoc roles within the band such as Jury Bailiff Officer, L+D Co-ordinator, H+S roles
- Including standard documentation and information, court orders, claims, fines and fees, legal aid
- 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 bundles, chasing.
- 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
- 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.
- Spending limited sums of money on behalf of an office or unit.
- Calculate the anticipated numbers of Jurors to be called and manage the numbers to be as efficient as possible
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations
- Communicate and work with the Judiciary, Magistracy, the Cluster Managers, Court 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
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.
Skills & Qualifications
5 GCSE passes (or equivalent) grades A*-C, or NVQ Business Administration level II or Administrative experience. Relevant computer skills to undertake the level of work required.
The Civil Service recruits using Success Profile framework. During the interview process you will be assessed 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.
We will assess you against these behaviours during the selection process:
- Managing a quality service
- Communicating and Influencing
- Working together
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.
Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise. Please click here to find out more.
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 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
1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Mojemail@example.com);
2- To Ministry of Justice Resourcing (firstname.lastname@example.org);
3- 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.