18399 - Operational Support Officer

18399 - Operational Support Officer

CAPTION: Job details

• Posting date: 03 June 2026


• Salary: £25,582 per year


• Hours: Full time


• Closing date: 18 June 2026


• Location: Leicester


• Remote working: On-site only


• Company: Ministry of Justice


• Job type: Permanent


• Job reference: 18399

Summary

Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital for our National Services within the HM Courts & Tribunals Service (HMCTS). Customers calling us are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

About us

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. National Services manage centralised administrative and contact functions in HMCTS. We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

Our Contact Centres are the core of our National Services delivering great customer service to enable Justice. You will be passionate about delivering excellent customer service taking calls from the public seeking assistance in either Civil, Family or Tribunal matters.

You will be dealing with queries from customers in relation to their ongoing employment tribunal cases.

In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. This is a fast-paced 100% telephony-based position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively.

Your skills and experience

With a friendly and approachable manner, you'll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers.

You'll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages. You'll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment.

For a full job description, please read supporting document included below before applying

Further details

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy. A minimum of 24 hours per week will be required for this role. The business will not be able to facilitate a non-working day on a Monday.

The Contact Centre offers a service between 09:00 - 17:00 and you will be required to work between these times on a scheduled basis. Successful candidates would be required to work at Sovereign House, 17 Princess Road West, Leicester, LE1 6TE or Loughborough Tribunal Support Centre, LE11 2TW, although there is non-contractual hybrid working where the business need allows and when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts

For this post, occasional travel to other National Services sites may be required.

#s1-Gen

Good telephony staff with excellent customer service skills are vital for our National Services within the HM Courts & Tribunals Service (HMCTS). Customers calling us are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding., Our Contact Centres are the core of our National Services delivering great customer service to enable Justice. You will be passionate about delivering excellent customer service taking calls from the public seeking assistance in either Civil, Family or Tribunal matters.

You will be dealing with queries from customers in relation to their ongoing employment tribunal cases.

In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. This is a fast-paced 100% telephony-based position that requires attention to detail, the ability to multi-task and deal with each customer as an individual whilst managing your time effectively.

Your skills and experience

With a friendly and approachable manner, you'll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers.
You'll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages. You'll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment., Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy. A minimum of 24 hours per week will be required for this role. The business will not be able to facilitate a non-working day on a Monday.

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. National Services manage centralised administrative and contact functions in HMCTS. We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.