Query Management and Case Administration Officer (Fixed Term 12 Months) – 42155
£19,926 - £21,488
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
We’re looking for exceptional candidates to join our team in the role of Customer Service and Administration Officer (Query Management & Case Administration) working to support the newest of our new Courts and Tribunal Service Centres (CTSCs) in Salford Quays.
The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.
The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.
Spread nationally over several sites, these centres will be home to just under half of our workforce in total in. We are working to reform a Justice system that has in the past relied heavily on paper based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.
This post will be based at our newly opening Salford Quays site in Manchester.
Due to current Covid restrictions there may be periods where you will be able to work remotely but you will be needed to work in the office as required.
This role is the main customer-facing role in CTSC, and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the needs of service users.
Key accountabilities include:
- Provide professional friendly support and guidance to users of online services via a variety of channels (telephony, webchat, email), in line with quality standards, to ensure the delivery of a high-quality customer/user focused service on a daily basis and deliver a service focused on quality as well as timeliness.
- Jurisdiction-related administration using HMCTS predefined protocols and processes to process non-automated work.
- Undertake case-readiness assessment and progress the case to the next phase. Provide information to allow users to understand what they can expect next.
- Identify users requiring extra/different support and undertake basic assessment of users’ Assisted Digital needs in accordance with procedures. Refer suitable cases to our third-party supplier.
- To handle, and where possible resolve, first contact user complaints in accordance with predefined HMCTS policy and procedures so that users feel they have been listened to and that their complaint has been handled fairly. Update the CRM system so details do not have to be repeated to a different QMCA Officer.
- Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems.
- Proactively engage with HMCTS workforce planning / shift allocation tools to ensure business requirements are being met.
- Work as part of the team in considering continuous improvements necessary for effective delivery and feeding these into the wider CI channels.
- Knowledge and understanding of the user experience (customer service) – empathising with end users and ensuring a professional and speedy user experience.
- knowledge of user interactions with online interfaces and coaching skills to be able to guide callers through engaging ‘digitally’
- Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand
- Flexibility to move between roles to support effective and efficient use of resources to meet users needs.
- Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service whilst staying within prescribed business parameters.
- Proactive issue resolution – anticipating issues before they become a problem, proactively resolving routine problems and escalating serious issues.
The salary for this post is set within Band E range of £19926 – £21488
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.
Existing civil servants moving at the same grade will retain their existing remuneration package.
Standard full-time working hours are 37 hours per week across 5 days between Monday – Saturday. Operating business hours are between 8am to 8.30pm Monday to Friday and until 4.30pm on Saturdays. Work hours will be agreed with local line managers and in conjunction with the business needs of the role. Reduced hours working patterns that align with local business needs are available and, where this is required, please indicate your availability in your application.
Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full-time basis and this schedule will be discussed at the point of offer. For candidates who work reduced hours, you will be paid for the additional hours they work and will revert to your agreed working pattern upon conclusion of the initial 2 weeks of learning.
Please refer to the Job Description and Candidate Pack attached below for further information on this role.
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.