Customer Service Officer - Newcastle Law Court

Customer Service Officer - HMCTS (Newcastle Upon Tyne)

Newcastle Law Court

Temporary assignment until March 2027

Pay £12.86 per hour

Must be able to pass a DBS and have valid right to work.

Our client, a reputable government organisation, is hiring for a Customer Service Officer to join their team in Newcastle Upon Tyne. This is a fantastic opportunity to contribute to the justice system by providing essential administrative and customer support.

• Undertaking all administrative tasks to prepare for, facilitate, and conclude hearings efficiently.
• Engaging with users and stakeholders face-to-face, via telephone (incoming and outgoing), and through written correspondence, offering clear guidance and support.
• Signposting users to appropriate services and providing accurate information, especially for those with complex needs, using HMCTS service scripts and knowledge articles.
• Supporting users through complaints procedures, ensuring swift responses to prevent escalation, and updating relevant systems as required.
• Identifying risks related to HMCTS buildings, informing the Senior Person on Site (SPoS), and providing immediate response when necessary.
• Processing work according to standard operating procedures to meet performance targets and maintain service standards.
• Managing case files with accurate data entry, secure information handling, and compliance with data retention policies.
• Handling jury service tasks, including selection, deferrals, reassignments, attendance tracking, and processing expenses and court fees.
• Assisting with listing and scheduling to optimise judicial time and respond promptly to urgent matters.
• Providing judicial support such as diary management and administrative assistance.
• Supporting enforcement activities, including financial assessments and fine collection, alongside producing basic reports.
• Contributing to health and safety operations, including facility checks, issue logging, and safety governance.

• Strong organisational skills with attention to detail.
• Excellent communication skills, both face-to-face and over the phone.
• Ability to handle sensitive information with confidentiality.
• Proactive approach to problem-solving and risk management.
• Experience in administrative roles within a customer service or justice environment is desirable.
• Knowledge of health and safety procedures is advantageous.
• Ability to work effectively as part of a team and independently when required.

This role offers a rewarding chance to support the justice system and make a real difference. If you're organised, empathetic, and committed to delivering excellent service, we'd love to hear from you!

Apply now to join a dedicated team supporting the delivery of justice in Newcastle Upon Tyne.

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 will offer a guaranteed interview with a PSR Sourcer if you have a disability.