Operational Support Officer

Operational Support Officer

Location: 181 Marylebone Road, London NW1 5BR (Westminster & Hendon Magistrates Court on a rota basis)

• Pay Rate £15.59
• Working pattern: Monday-Friday, 9:00-17:00 (30-minute lunch), 37 hours per week
• Level of Clearance Required: Basic DBS
• Assignment length: until 31/03/2027 with potential extension

If you're someone who enjoys helping people through sensitive, high-stakes processes-and thrives on accuracy, calm communication, and procedure-this is a fantastic opportunity to join HMCTS operational teams. This full-time, office-based role supports the smooth running of court hearings and related services in a fast-paced environment.

What you'll be doing:

• Prepare for, facilitate and complete administrative tasks to support all types of hearings
• Provide customer service to users and stakeholders via face-to-face engagement, inbound/outbound telephone contact, and correspondence in multiple formats
• Use HMCTS service scripts and knowledge articles to signpost users to the right support, providing clear and consistent information-especially for those with complex needs
• Support complaints handling in line with policy and procedure, taking immediate action where necessary to prevent escalation and updating OPTIC as required
• Follow operational 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
• Manage jury service tasks (selection, deferral, reassignment, attendance tracking) and process jury-related expenses and court fees
• Assist with listing and scheduling to ensure effective use of judicial time and adherence to listing policies, including responsiveness to urgent matters
• Support enforcement procedures, including financial assessments, fine collection assistance, and producing basic statistical/financial reports
• Contribute to health and safety activity (PEEPs, facility checks, issue logging, and key/safety governance under team leader guidance)
• Identify risks relating to HMCTS buildings and inform the Senior Person on Site (SPoS) as required, acting immediately where needed

What you'll bring:

• Strong customer service skills and an empathetic, reassuring approach when dealing with sensitive situations
• Excellent attention to detail and comfort working with secure, confidential information
• Confident communication across in-person, telephone, and written channels
• A structured working style-able to follow SOPs, meet targets, and maintain operational accuracy
• Ability to respond quickly and appropriately to prevent issues escalating

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.

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.