This is a Fixed Term appointment for a period of up to 3 months.
Good administrative staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within Her Majesty’s Courts and Tribunals Service (HMCTS). Most of the staff within HMCTS are employed in administrative roles. HMCTS embraces Lean principles and continuous improvement techniques to provide high standards of customer service.
The key purpose of the role
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 and so there will be opportunities to exercise discretion and initiative and continually seek to improve, within a framework of systems and processes (SOPS). Problem solving is carried out by reference to lean techniques (e.g. problem solving hubs) and comprehensive guidelines and instructions - complex or difficult issues are normally referred to or will involve a team leader or supervisor. In some positions, role holders will have regular contact with court / tribunal users, including 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 on an ad hoc basis 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.
- 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 organising meeting rooms, supporting training courses and other group activities.
- Preparing meeting agenda, joining instructions, handouts etc.
- Standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions.
- 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 Co-ordinator, H+S roles
- 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
- 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 Organisations
- 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
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
Skills & Qualifications
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in
Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.
- Face-to-face roles in HMCTS for example a court usher
- Contact Centre roles in HMCTS for example call centre advisers
- Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration
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.
This requirement is only for applicants applying outside of the Civil Service
You will be required to provide evidence of the following key competencies at Level 1.
Changing and Improving
Making Effective Decisions
- Review working practices and come up with ideas to improve the way things are done.
- Learn new procedures, seek to exploit new technologies and help colleagues do the same.
- Co-operate with and be open to the possibilities of change and consider ways to implement and adapt to change in own work role.
- Be constructive in raising issues with managers about implemented changes and the impact these are having on the service.
- Respond effectively to emergencies.
Leading and Communicating
- Make and record effective decisions following the appropriate decision making criterion.
- Ask questions when unsure.
- Undertake appropriate analysis to support decisions or recommendations.
- Investigate and respond to gaps, errors and irregularities in information.
- Speak up to clarify decisions and query these constructively.
- Think through the implications of own decisions before confirming how to approach a problem/issue.
Collaborating and Partnering
- Put forward their own views in a clear and constructive manner, choosing an appropriate communication method, e.g. e-mail/telephone/face to face.
- Act in a fair and respectful way in dealing with others.
- Write clearly in plain simple language and check work for spelling and grammar, learning from previous inaccuracies.
- Ask open questions to appreciate others’ point of view.
Managing a Quality Service
- Proactively contribute to the work of the whole team.
- Get to know fellow team members/colleagues and understand their viewpoints and preferences.
- Seek help when needed in order to complete own work effectively.
- Be open to taking on different roles.
- Try to see things from others’ perspectives and check understanding.
- Listen to the views of others and show sensitivity towards others.
Salary, Working Arrangements & Further Information
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
- Communicate in a way that meets and anticipates the customer’s requirements and give a favourable impression of the Civil Service.
- Actively seek information from customers to understand their needs and expectations.
- Act to prevent problems, reporting issues where necessary.
- Gain the knowledge needed to follow the relevant legislation, policies, procedures and rules that apply to the job.
- Encourage customers to access relevant information or support that will help them understand and use services more effectively.
- Take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress.
The starting salary for this post is £16,583 per annum.
This is a Fixed Term appointment for a period of up to 3 months.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
The MoJ offers a range of benefits:
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Civil Service Code
The Civil Service Code, first published in 1996, sets out the core Civil Service values and the standards of behaviour expected of all civil servants in upholding these values.
To review the Civil Service Code visit:
- Integrity – putting the obligations of public service above personal interests.
- Honesty – being truthful and open.
- Objectivity – basing advice and decisions on rigorous analysis of the evidence.
- Impartiality – acting solely according to the merits of the case and serving governments of different political parties equally well.
Closing Date: 07th July 2014 at 23:59
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