Brook Street
Operational Support Officer Role - Gateshead
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Operational Support Officer (Customer Service) - Gateshead
Temporary assignment - until March 2027
Pay: £12.86 per hour
Full time - Monday to Friday 37 hours
Must be able to work office based
Our client, a reputable organisation within the HMCTS, is hiring for a dedicated Operational Support Officer to join their team in Gateshead. This role offers a meaningful opportunity to support the justice system by delivering exceptional customer service and operational assistance.
What You'll Be Doing
- Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings.
- Providing users and stakeholders with support via face-to-face engagement, telephone (incoming and outbound), and written correspondence, including those with complex needs.
- Using HMCTS service scripts and knowledge articles to direct users to relevant services and ensure they receive accurate, tailored information.
- Supporting users through complaints procedures, offering immediate assistance to prevent escalation, and updating systems as needed.
- Identifying risks related to HMCTS buildings, informing the Senior Person on Site (SPoS), and providing immediate responses when required.
- Processing work in line with standard operating procedures to meet performance and service standards.
- Managing case files with accurate data entry, secure information handling, and compliance with retention policies.
- Handling jury service tasks such as selection, deferrals, reassignments, and attendance tracking, including processing expenses and court fees.
- Assisting with listing and scheduling to optimise judicial time and respond to urgent matters.
- Providing judicial support through diary management and administrative assistance.
- Supporting enforcement activities, including financial assessments, fine collection, and producing basic reports.
- Contributing to health and safety operations, including facility checks, issue logging, and safety governance.
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What You'll Bring
- Strong organisational skills with attention to detail.
- Excellent communication skills, capable of supporting diverse user needs.
- Ability to handle sensitive information securely and professionally.
- Experience in administrative or customer service roles, ideally within a legal or government setting.
- Proficiency with standard office systems and procedures.
- A proactive approach to problem-solving and risk management.
- Commitment to delivering high standards of service and compliance.
This is a fantastic opportunity to join a dedicated team supporting the justice system. If you're passionate about delivering excellent service and making a difference, we'd love to hear from you. Apply now to become part of this vital operation in Gateshead!
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Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
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