Job Description

Administrative Officers are assigned to teams to carry out a variety of general administrative duties to progress cases through the court/tribunal system or provide support to other functions within HMCTS. Continuous improvement tools and techniques are used in HMCTS which help us review and improve the processes we have in place and ultimately develop a more customer focused culture and service. Problem solving techniques are used to improve our customer experience and resolve complex or difficult issues. A high proportion of positions will involve role holders having regular contact with court / tribunal users (members of the public), members of the Judiciary and the legal profession. Administrative Officers work within a team with regular management support and are responsible for their own time, although there may be some opportunity to provide advice and carry out limited supervision of others.
Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work at other local HMCTS offices.
Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. It is not intended that each post will be responsible for the full range of duties.
Key responsibilities
Administration

• Preparing papers and files for court, tribunals, hearings and meetings.
• Producing court/tribunal documents.
• General photocopying and filing.
• Creating and updating records on in-house computer system and data input.
• Post opening and dispatch.
• Booking, preparing and organizing meeting rooms, supporting training courses and other group activities.
• Navigate a range of computer systems to action tasks, change of circumstances and telephony queries on customer calls.
• Preparing meeting agenda, joining instructions, handouts etc.

Drafting

• Standard letters and correspondence, minutes, notes, reports, submissions etc., according to guidelines and instructions.

Operations

• Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
• Assisting court users, supporting listing and Rota management, checking files
• Contacting relevant parties, scheduling, serving court documents, executing a range of warrants, collecting fines and fees etc., including the use of chip and pin
• Handling counter (face to face), written and telephone enquiries.
• To work as a team to ensure TIB (Team Information Board) meetings are relevant, timely and productive
• To work as a team to problem solve, to assess the impact of new SOPS, to contribute to small projects
• To undertake ad hoc roles within the band such as Jury Bailiff Officer, L+D Coordinator, H+S roles

Processing casework

• Including standard documentation and information, court orders, claims, fines and fees, legal aid
• Resulting courts accurately, interpreting accurately the information required on a court file
• To work to workload targets in terms of throughput and accuracy

Checking and verifying

• Documents, records, accounts, claims and returns for approval, results, statistics, plans etc. against criteria, regulations or procedures.
• Ensuring compliance and administration documentation meet quality standards.
• Role holders may be required to cross check and validate work completed by colleagues.

Collecting and assembling information

• For returns, results, accounts, statements, warrants, statistical analysis, reports etc.
• Work may require interpretation of source materials, preparation of bundles, chasing.
• Role holders will need to modify and adjust information and make decisions to allow work to be completed.
• Role holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required

Undertaking calculations

• Produce basic statistical analysis reports and where required, process financial information.
• Checking the work of others, updating records, assessing the value of goods and/or property, reconciling accounts, preparing invoices, information gathering and running straightforward reports.
• Spending limited sums of money on behalf of an office or unit.
• Calculate the anticipated numbers of Jurors to be called and manage the numbers to be as efficient as possible

Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organizations

• Communicate and work with the Judiciary, Magistracy, the Cluster Managers, Court staff, and other internal and external stakeholders, suppliers and customers to collect information, check facts, communicate or enforce judicial decisions, give advice on the completion of forms or court procedures etc. and provide excellent customer service.
• To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.
• Communicate well with a wide range of diverse people/customers and deliver an excellent customer service.
• Handle challenging difficult situations, including potential emotional situations, with people/customers, by phone or other methods.
• Understand and interpret complex information and provide timely explanations.

Behaviors

We'll assess you against these behaviors during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Benefits

• Access to learning and development

• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A civil service pension
• Annual Leave
• Public Holidays
• Season Ticket Advance

Required Knowledge, Skills, and Abilities

5 GCSE passes (or equivalent) grades A*-C, or NVQ Business Administration level II or Administrative experience. Relevant computer skills to undertake the level of work required.