Job Description

This provides users with the best opportunity to have their case heard without having to go into a courtroom. You will provide an accessible and inclusive service to diverse service users, ensuring CVP hearings are run efficiently and effectively and that users experience a proficient service, increasing confidence in digital interactions with the court.

Key responsibilities
This role is essential to the smooth running of CVP Hearings. The main responsibilities are:

To confidently assist participants in CVP hearings to engage fully and effectively in the hearing. Obtaining approval from the judge if a non-hearing participant wants to observe and assisting non-hearing participants to join the call, in line with the principle of 'open justice'
Prepare for CVP hearings, maintain administration rights for assigned CVP rooms. Make sure court staff and the room are booked and available with courtroom equipment set up, ready for the hearing.
Share host pin details, invitations, guidance and access codes with users to let them join the hearing at the right time. Admit users; monitoring participation, muting and/or removing parties appropriately. Close hearings, removing users once the hearing has ended
Provide guidance to participants on how to use CVP hearings technology, using standard scripts, adapting when necessary, so that users understand what to expect
Act as first-line support for technical issues during the hearing; calmly but urgently responding to requests for assistance in real-time, using multiple communication channels and technology/digital means. Report technical issues to Digital & Technology Service directorate (DTS)
Coach users through the process, ensuring they are ready to engage with the hearing. Assist on setting up equipment for them before the hearing and respond to queries and issues. Provide further analysis and escalate complex queries as required
Liaise with court and other staff to determine requirements for sharing documents over CVP, ensuring they have the relevant guidance to do so. Work with listing officers who are providing CVP support, ensuring that they have the relevant CVP details to invite parties to hearings.
Identify solutions to frequently occurring routine issues and work with the rest of the team to share knowledge, to achieve a high level of first-contact-resolution
Work flexibly and undertake other administrative duties, during the hearings if the nature of the hearing allows along with before and after the usual hearing hours.

Required Knowledge, Skills, and Abilities

The ability to remain calm under pressure. Decision making. Take immediate action if needed during CVP process to avoid delay in hearings. Ability to use and understand technology, especially video conferencing along with common issues and pitfalls. Excellent verbal communication. Able to explain to participants how the CVP systems and processes work calmly and patiently; explaining remedial actions to issues, resulting in increasing user confidence in digital/video processes. Stakeholder management. Maintain effective relationships with all CVP users (judiciary, professional justice partners and service users). Multi-tasking. Able to administer several CVP cases at the same time reducing waiting times and time needed to come to court.