Full Time, Part Time, Part Time/Job Share, Flexible Working
About the Role
Our HMCTS Operational Support Officers within Criminal Fines Collection and Enforcement (Enforcement) provide excellent customer service, administrative support and decision‑making to recover criminal fines and financial penalties imposed by the Courts.
Enforcement is a key function within HM Courts and Tribunal Service (HMCTS) and plays a central role in delivering justice by working alongside the criminal courts in England and Wales to ensure convicted parties comply with fines and other financial penalties imposed by the courts.
You will be responsible for creating and updating records on our in‑house computer system and for making contact with relevant parties to give advice on the completion of forms or court procedures, providing excellent customer service. You will make decisions on the most effective method of enforcement within the current guidelines, and will use telephone and text message chasing and tracing tools. You will have the confidence to engage with Managers, Courts and other internal and external stakeholders to collect information, check facts, communicate or enforce judicial decisions.
Responsibilities
• Record and update all relevant information in the in‑house computer system.
• Provide advice and support to customers on completion of court forms and procedures.
• Decide on the most appropriate method of enforcement in line with current guidelines.
• Use telephone and text message chasing and tracing tools to follow up on unpaid fines.
• Engage with managers, courts and stakeholders to gather information, verify facts and enforce judicial decisions.
Required Skills and Experience
- Strong customer service skills and confidence to support customers via telephone, webchat and email
- Experience of working in an administrative role in a customer‑focused environment
- Proficiency with IT and Microsoft software packages
- Excellent communication and organisational skills
- Exceptional attention to detail
Working Arrangements
Standard full‑time working hours are 37 hours per week (Monday to Friday). The North Shields and Middlesbrough offices operate between 09:00 and 17:00 Monday to Friday. Hybrid working arrangements may be available but are subject to business need and local estate capacity.
Benefits
- Annual leave of 25 days on appointment, increasing to 30 days after five years of service.
- Option to buy or sell up to three days of leave each year.
- Public holiday and additional paid time off for public holidays with one privilege day.
- Pension: Civil Service offers a choice of pension schemes.
- Training: Extensive staff development and training opportunities.
- Family‑friendly policies: Reduced hours, job share, flexible benefits, childcare support and paid parental leave.
- Free annual sight tests for employees who use computer screens.
Equity, Diversity and Inclusion
This role is broadly open to:
- UK nationals
- Nationals of the Republic of Ireland
- Nationals of Commonwealth countries with the right to work in the UK
- Nationals and family members of nationalities under the European Union Settlement Scheme (EUSS) with settled or pre‑settled status
- Individuals with limited or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals and certain family members with accrued right to work in the Civil Service
EEO Statement
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Applicants may raise a formal complaint if they feel the recruitment process has breached these principles. We are a Disability Confident employer and offer reasonable adjustments throughout the recruitment process and in the workplace.
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