Operational Support Officer

General Information

Salary
£25,582
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
External
Location
Salford
Region
North West
Closing Date
29\-Jun\-2026
Post Type
Permanent
Civil Service Grade
AO
Number of jobs available
49
Reserve List
12 Months
Job ID
18827

Descriptions \& requirements

Job description
Proud to serve. Proud to keep justice going.

Our Courts \& Tribunals Service Centre (CTSC) Support Officers play a critical role providing excellent telephone and administrative support to court users. Our training programme provides a structured yet flexible approach to building the skills required to perform this vital role.

About us

HM Courts \& Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. CTSCs provide telephone, assisted digital, case progression and court hearing support. They deliver a consistent national service which enables cases to move through to conclusion smoothly.

Our roles support our court users and colleagues within HMCTS, w people and businesses access potentially life\-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

The CTSCs deliver their services through several Jurisdictions known as service lines. These include Social Service \& Child Support, Family Public Law, Probate, Crime, Immigration \& Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non\-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

Your work will be predominately telephone\-based, taking inbound calls from the public and legal representatives and returning calls as required. You will also use email and webchat and undertake general administrative work. Working in a small team you will be supported by a Team Leader and, alongside our in\-depth training programme, will have access to our ‘knowledge bank’ (guidance document) to assist in your role.

You need to be a confident communicator with the self\-assurance to liaise with members of the public regarding complex and sensitive matters in a calm and professional manner. Customers calling the CTSCs are often in a difficult and stressful situation and tfore great importance is placed on handling calls with empathy and understanding.

This is a fast\-paced position that requires attention to detail, the ability to multi\-task and deal with each customer as an individual whilst managing your time effectively. You will need to be resilient, keen to learn, and have the IT skills to adapt to new systems and technologies, as we’re constantly investing in digital solutions to improve the way we deliver justice.

Your skills and experience

• Strong customer service skills with the confidence to support our customers via the telephone, webchat and email


• Experience of working in an administrative role in a customer focussed environment is desirable


• Proficient with IT and Microsoft Software packages


• Excellent communication and organisational skills


• Exceptional attention to detail

Further details

We are recruiting for a number of positions for our services delivered from our Salford office. These opportunities include roles that require staff to work 6 Saturdays per year on a rota basis. Successful candidates will be assigned to a role based on business need. You will not be able to request a specific role/service.

The office is open Monday\-Friday from 8am to 6pm. Your required working pattern will be 9am to 5pm. We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 8am\- 4pm.

Standard full time working hours are 37 hours per week. HMCTS welcomes part\-time, flexible, and job\-sharing working patterns, w they meet the demands of the role and business needs and are agreed prior to appointment. Part time employees will need to work at least 16 hours throughout the week. Mondays and Fridays are unlikely to be approved for non\-working days due to current business need. All applications for part\-time, flexible, and job\-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Training

Service 1

T is a 1\-week induction that is full time but can be worked from home, following this a full\-time 3\-week training academy on email work will commence, this is office based / in person. After a consolidation period of 4 weeks staff will go back into academy for a further 3 weeks for call training, this will also be office based. Requests for part\-time training will be considered on a case\-by\-case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that timeframe.

Service 2

T is a 1\-week induction that is full time but can be worked from home, following this a full\-time 4\-week training academy will commence, this is office based / in person. After a consolidation period of 4 weeks staff will go back into academy for a further 4\-week training, this will also be office based. Requests for part\-time training will be considered on a case\-by\-case basis and will only be approved if we can establish that we can ensure you will receive the full benefit of training and that all of the learning will be consolidated within that timeframe.

Occasional travel to other courts

For this post, occasional travel may be required.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria .

Additional Information
Working Arrangements \& Further Information

The MoJ offers Hybrid Working arrangements w business need allows. This is an informal, non\-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part\-time, flexible and job\-sharing working patterns, w they meet the demands of the role and business needs. All applications for part\-time, flexible and job\-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

T 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 d

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