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

If you’re ready to bring your organisation, professionalism, and customer focus to a role where your work makes a real difference, apply now.