Query Management & Case Administration… at Ministry of… · Stoke-on-…

Job Description

Query Management & Case Administration Officer (Customer Service) The Courts and Tribunal Service Centres (CTSC) operate between the hours of 08:00-20:30 Flexible Working Available

·Full-time

·Part-time

·Compressed hours

·Afternoon/Evening shifts

·Saturdays with a day off in the week

Are you passionate about delivering a great quality service? Do you want to join a forward-thinking government department that is focused on delivering an exceptional courts and justice system for all? We are offering a fantastic opportunity to work within one of our newly created Courts and Tribunal Service Centres, in the role of customer service and administration officer (Query Management & Case Administrator)

The role will be the first point of contact for users of our court services, and you will be assisting them with various queries relating to their cases, supporting them with their applications as well as ensuring cases are progressing in line with service needs.

Ideal Candidates will demonstrate the following attributes:

·An ability to guide our customers in a professional and friendly manner using a variety of digital channels (telephony, email and webchat)

·Good command of the English language and the ability to explain complex information in simple accessible terms for the user to understand

·Good organisational and time management skills

·Strong emotional intelligence, to be able to understand callers needs and provide excellent customer service in line with HMCTS policy

·Team player who is keen to support others whilst managing their own work load

In return we are offering an excellent benefits package which includes a market leading pension scheme, 25 days holiday (rising to 30 days service with service) plus 1 additional privilege day per year, fantastic career and development opportunities as well as the chance to work within a new and exciting service supporting the future of our courts and tribunal service.

The starting salary for this post is £18,884

Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full time basis and this schedule will be discussed at the point of offer. For candidates who work reduced hours will be paid for the additional hours they work and will revert to their agreed working pattern upon conclusion of the initial 2 weeks of learning.