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Operational Delivery

Call Handler (Leicester Legacy Lines) – 68786


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Background and key purpose of the role

The HMCTS contact centre at Legacy Lines, Arnhem House, Leicester is a busy centre that operates a centralised telephony service for courts receiving up to 8000 calls per week in relation to Civil Claims through the County Court. 

Examples of Civil Claims could include

•    Money Owed and not paid.
•    Services not up to standard (Shops / Tradesmen)
•    Overdue Utilities bills / Credit Card.  
•    Contract disputes between companies.

The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. 

This is a fantastic opportunity for candidates who are passionate about delivering excellent customer service. Your bright, friendly and courteous nature should shine through, along with your initiative and good written communication skills. 

As a Call Centre Representative, you will work in an inbound call centre and will field calls from the public seeking assistance issuing or responding to Civil Claims. Customers calling the court business centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court staff at processing sites throughout the country. This is a fast-paced position that requires an individual to be able to multi-task and move from one call to another quickly.
The contact centre offers a service between 8:30 – 17:00 and contact agents are required to work between these times on a scheduled basis. Some reduced hours contracts may be considered between the hours of 10:00 and 17:00

Key responsibilities may include:


•    To maintain accurate and concise notes on the appropriate operating systems following each telephone call.


•    To answer a broad spectrum of telephone enquiries within the centre. 
•    To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects. 
•    To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues. 
•    To be responsible for own development and be flexible with assisting other business areas when required. 
•    To look for innovative ways to continually improve the customer experience through the use of problem solving tools. 
•    Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy. 

Checking and verifying    

•    Ensuring compliance and that administration documentation meets quality standards. 
•    Queries that cannot be answered without recourse to the case file to be accurately e-mailed to the appropriate team.
•    Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job. 

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

•    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 

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.

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.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job sharing and reduced hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.



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.

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.


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.


  • 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 GOV.UK or Childcare Choices. You can determine your eligibility at
  • 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

The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: