Customer Service / Administrative Support (Courts & Tribunals)

Customer Service / Administrative Support (Courts & Tribunals)
Location: London (East London Courts and Tribunals Hearing Centre + occasional travel to a secondary office)

• Requirement: Strong Admin background and live within commutable distance e.g East London
• Location & Building: Import Building 2 Clove Crescent London Greater London E14 2BE United Kingdom Working Days / Hours: Monday - Friday - 9AM -5PM, 37 Hours per week
• Working Pattern: Monday - Friday, Everyday in office
• Pay Rate: £15.59
• Proposed Start Date: ASAP
• Length of Assignment: 31/03/2027
• Possibility of Extension: Yes

Are you calm under pressure, confident on the phone, and passionate about helping people access justice clearly and fairly? Our Client is hiring for a reputed client to provide customer-focused administrative and support services within a multi-jurisdictional courts and tribunal setting.

What you'll be doing:

• Undertake administrative tasks to prepare for, facilitate, and support the successful outcome of hearings
• Support users and stakeholders through face-to-face contact, incoming and outbound calls, and correspondence in a range of formats
• Provide clear, consistent information-using service scripts and knowledge articles to signpost users to the right support
• Follow complaints policies and procedures, respond promptly where needed, and help prevent escalation
• Process work using standard operating procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry, secure information management, and compliance with retention and data loss protocols
• Support jury service administration, including selection, deferral, reassignment, and attendance tracking (plus processing related expenses and court fees)
• Assist with listing and scheduling, supporting urgent matters and adhering to listing policies
• Contribute to health and safety activities, including facility checks, issue logging, and PEEPs (under guidance)
• Support enforcement processes such as financial assessments, fine collection support, and producing basic statistical/financial reports
• Identify risks relating to HMCTS buildings and inform the Senior Person on Site (SPoS) as required

What you'll bring:

• Strong customer service mindset, with empathy for people who may have specific or complex needs
• Clear communication skills and confidence handling sensitive enquiries via multiple channels
• Attention to detail, with a focus on accurate records and reliable administrative follow-through
• Ability to follow policies, scripts, and procedures consistently
• A steady approach in a busy operational environment, with the flexibility to work across different teams as required
• Willingness to travel occasionally between the base and secondary office to meet business needs

Additional information:

• This is an administrative role within a multi-jurisdictional office; you may be required to work in different teams, and occasional travel may be needed between sites.

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.