Proud to serve. Proud to keep justice going.

Good telephony staff with excellent customer service skills are vital for the HM Courts & Tribunals Service (HMCTS) National Business Centre (NBCs). Customers calling the NBCs are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.

About us

HMCTS is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. NBCs manage centralising administrative and contact functions in HMCTS. 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                                  

Our Contact Centres are the core of our National Business Centres (NBCs), delivering great customer service to enable Justice. You will be passionate about delivering excellent customer service taking calls from the public seeking assistance in either Civil or Family matters.

You will be dealing with queries from customers in relation to their ongoing cases, in areas such as monies owed and not paid, services not up to standard (shops / tradesmen), overdue utilities bills / credit card, contract disputes between companies, divorce, child arrangement orders, financial orders following divorce, harassment and care cases.

In addition to providing an excellent service to our external customers, you will be in regular contact with other HMCTS admin processing staff throughout the country, to progressing claims / assist customers. 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.

Your skills and experience                     

With a friendly and approachable manner, you’ll have good written and verbal communication skills with a desire to deliver proactive and effective support to customers. You’ll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages. You’ll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment. 

For a full job description, please read supporting document 1 included below before applying.

Further details:

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. Please note the role will require a minimum of 25 hours per week and a Monday and Tuesday must be working days. This will be discussed on a case by case basis and will need to be agreed by the business

The Contact Centre offers a service between 8:30 - 17:00 and you will be required to work between these times on a scheduled basis.

Successful candidates would be required to work at one of our new Leicester HMCTS offices currently undergoing a refurbishment. The temporary base location will be in Loughborough until the Leicester office is open.  There is non-contractual hybrid working where the business need allows and when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.