Customer Description

 
Job Purpose
To support the efficient and safe running of courtrooms and hearing rooms by managing the flow of people and cases, preparing and maintaining courtroom readiness, handling documentation, and providing practical assistance to the judiciary, legal professionals, court staff, parties, witnesses, and members of the public. The Admin Officer ensures hearings start promptly, run smoothly, and that all court users are treated professionally and respectfully.

Customer Service and Communication

• Provide a professional, calm, and helpful first point of contact for the public, including vulnerable court users.
• Communicate clearly and courteously with judges, magistrates, legal professionals, witnesses, parties, and colleagues.
• Manage difficult conversations with tact, always maintaining neutrality and fairness.
• Use appropriate communication methods (in-person, telephone, radio, email) to coordinate courtroom operations.

Safety, Security, and Professional Standards

• Maintain appropriate courtroom etiquette and ensure that courtroom protocols are observed by visitors and court users.
• Be vigilant regarding safeguarding concerns and escalate appropriately in line with local guidance.

 
Knowledge, Skills and Behaviours
Essential Skills

• Strong organisation and time management, with the ability to prioritise in a fast-paced environment.
• Confident verbal communication, able to give clear instructions and information to diverse audiences.
• Excellent customer service skills, including sensitivity when dealing with distressed or vulnerable individuals.
• Ability to remain calm and professional under pressure, including during contentious or emotional situations.
• Good attention to detail and a strong sense of confidentiality and integrity.
• Effective teamwork, with the ability to collaborate across roles (court staff, security, legal professionals).

Key Responsibilities
Courtroom and Hearing Room Support

• Prepare courtrooms/hearing rooms before sessions (e.g., layout, signage, equipment readiness, secure materials).

Case Calling and Managing Court Users

• Call cases in the correct order and assist in organising the daily list by liaising with court staff and legal representatives.
• Check attendance of parties, witnesses, interpreters, and other court users; identify any absences or issues and escalate appropriately.
• Direct court users to the correct waiting areas, courtrooms, consultation rooms, and facilities.
• Provide clear procedural guidance to court users (non-legal), including where to go, what to do next, and expected timings.

Documentation and Administrative Handling

• Collect, distribute, and deliver court papers and messages between courtrooms, offices, and relevant stakeholders promptly and securely.
• Support administrative processes such as logging arrival of parties, maintaining basic records, and updating relevant staff on changes (e.g., late arrivals, adjournments).

Customer Service and Communication

• Provide a professional, calm, and helpful first point of contact for the public, including vulnerable court users.
• Communicate clearly and courteously with judges, magistrates, legal professionals, witnesses, parties, and colleagues.
• Manage difficult conversations with tact, always maintaining neutrality and fairness.
• Use appropriate communication methods (in-person, telephone, radio, email) to coordinate courtroom operations.

Safety, Security, and Professional Standards

• Maintain appropriate courtroom etiquette and ensure that courtroom protocols are observed by visitors and court users.
• Be vigilant regarding safeguarding concerns and escalate appropriately in line with local guidance.