Operational Support Officer - Newport (Ref: 17770)

Job summary

Please refer to Job Description

Job description

Proud to serve. Proud to keep justice going.

Our Operational Support Officers within National Services 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.

National Services cover multiple 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.

We provide telephone, assisted digital, case progression and court hearing support through a consistent national service, which enables cases to move through to conclusion smoothly.

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

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 therefore 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 knowledge, 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

Please refer to the role profile attachment for more information.

Further details

The office is open Monday-Friday from 07:30 to 18:00. Shift patterns will be between 08:30 and 18:00. Successful candidates will be assigned a shift pattern as part of the onboarding process, depending on the current business requirement at that time. We don’t currently have any requirement for staff to start at 07:30. Requests for particular shift patterns will be discussed with successful candidates upon successful completion of pre-employment checks.

We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08:00-16:00.

All of our staff are expected to work 6 Saturdays per year on a rota basis. There is also the option to work voluntarily on bank holidays.

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. Part time employees will need to work at least 30 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.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and are relative to particular service lines and will only be available 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.

Training

There is a 1-week induction that is full time but can be worked from home, following this a full-time 6-week training academy will commence (split into 2 phases), this is office based / in person. 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 to other National Services sites 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 here.

Yn falch o wasanaethu. Yn falch o gynnal cyfiawnder.

Mae ein Swyddogion Cymorth Gweithredol o fewn Gwasanaethau Cenedlaethol yn chwarae rhan hollbwysig wrth ddarparu cymorth ffôn a gweinyddol rhagorol i ddefnyddwyr llys. Mae ein rhaglen hyfforddi yn darparu dull strwythuredig ond hyblyg o feithrin y sgiliau sydd eu hangen i gyflawni'r rôl hanfodol hon.

Amdanom ni

Mae Gwasanaeth Llysoedd a Thribiwnlysoedd EF (GLlTEF) yn un o asiantaethau'r Weinyddiaeth Gyfiawnder sy'n gyfrifol am weinyddu’r llysoedd troseddol, sifil a theulu a’r Tribiwnlysoedd yng Nghymru a Lloegr.

Mae Gwasanaethau Cenedlaethol yn cwmpasu awdurdodaethau lluosog a elwir yn llinellau gwasanaeth. Mae’r rhain yn cynnwys Nawdd Cymdeithasol a Chynnal Plant, Cyfraith Deulu Gyhoeddus, Profiant, Trosedd, Mewnfudo a Lloches, Ysgariad, Hawliadau Arian Sifil Ar-lein, y Gwasanaeth Un Ynad (troseddau angharcharadwy e.e., dim trwydded deledu / treth car), a gwrandawiadau fideo sain ategol.

Rydym yn darparu cymorth dros y ffôn, cymorth digidol, gwybodaeth am gynnydd achosion a chymorth gyda gwrandawiadau llys trwy wasanaeth cenedlaethol cyson, sy'n galluogi achosion i symud ymlaen a dod i ben yn esmwyth.

Rydym yn chwilio am unigolion sy’n ymrwymedig i ddarparu gwasanaeth cyhoeddus ac sydd am wneud gwahaniaeth ym mywydau pobl i sicrhau cyfiawnder. Os oes gennych chi ddiddordeb mewn datblygu gyrfa gyda phwrpas go iawn, ymgeisiwch.

Eich rôl

Bydd eich rôl yn bennaf ar y ffôn, gan gymryd galwadau gan y cyhoedd a chynrychiolwyr cyfreithiol a gwneud galwadau yn ôl yr angen. Byddwch hefyd yn defnyddio e-bost a'r adnodd sgwrsio dros y we ac yn ymgymryd â gwaith gweinyddol cyffredinol. Gan weithio mewn tîm bach byddwch yn cael eich cefnogi gan Arweinydd Tîm ac, ochr yn ochr â'n rhaglen hyfforddi fanwl, bydd gennych fynediad i'n 'banc gwybodaeth' (dogfen ganllawiau) i’ch cynorthwyo yn eich rôl

Mae angen i chi fod yn gyfathrebwr hyderus gyda’r hunan-sicrwydd i gysylltu ag aelodau’r cyhoedd ynghylch materion cymhleth a sensitif mewn modd digynnwrf a phroffesiynol. Mae cwsmeriaid sy’n ffonio Canolfannau Gwasanaethau’r Llysoedd a Thribiwnlysoedd yn aml mewn sefyllfa anodd a llawn straen ac felly mae pwysigrwydd mawr yn cael ei roi ar ymdrin â galwadau gydag empathi a dealltwriaeth.

Mae hon yn swydd gyflym sy’n gofyn am sylw i fanylion, y gallu i amldasgio ac ymdrin â phob cwsmer fel unigolyn tra’n rheoli’ch amser yn effeithiol. Bydd angen i chi fod yn wydn, yn awyddus i ddysgu, a meddu ar y sgiliau TG i addasu i systemau a thechnolegau newydd, gan ein bod yn buddsoddi’n barhaus mewn atebion digidol i wella’r ffordd yr ydym yn darparu cyfiawnder.

Eich gwybodaeth, eich sgiliau a'ch profiad

• Sgiliau gwasanaeth cwsmeriaid cryf gyda'r hyder i gefnogi ein cwsmeriaid dros y ffôn, sgwrsio dros y we ac e-bost
• Mae profiad o weithio mewn rôl weinyddol mewn amgylchedd sy'n canolbwyntio ar gwsmeriaid yn ddymunol
• Gallu defnyddio TG a phecynnau meddalwedd Microsoft
• Sgiliau cyfathrebu a threfnu ardderchog
• Sylw eithriadol i fanylion

Cyfeiriwch at y proffil rôl sydd ynghlwm am wybodaeth bellach.

Rhagor o fanylion

Mae’r swyddfa ar agor o ddydd Llun i ddydd Gwener rhwng 07:30 a 18:00 Bydd patrymau shifft rhwng 08:30 a 18:00. Bydd ymgeiswyr llwyddiannus yn cael patrwm shifft fel rhan o'r broses gynefino, yn dibynnu ar y gofyniad busnes presennol ar yr adeg honno. Ar hyn o bryd nid oes gennym unrhyw ofyniad i staff ddechrau am 07:30. Bydd ceisiadau am batrymau sifft penodol yn cael eu trafod gydag ymgeiswyr llwyddiannus ar ôl cwblhau gwiriadau cyn cyflogaeth yn llwyddiannus.

Gallwn gynnig gwaith dydd Sadwrn fel rhan o'ch oriau wythnosol dan gontract. Oriau agor ar ddydd Sadwrn yw 08.00-16.00.

Disgwylir i’n holl staff weithio 6 dydd Sadwrn y flwyddyn ar sail rota. Mae yna hefyd yr opsiwn i weithio'n wirfoddol ar wyliau banc.

Yr oriau gwaith llawn amser safonol yw 37 awr yr wythnos. Mae GLlTEF yn croesawu ceisiadau i weithio’n rhan amser, yn hyblyg ac i rannu swydd, pan fo hynny’n bodloni gofynion y rôl ac anghenion y busnes, ac ar yr amod bod hyn yn cael ei gytuno cyn ichi gael eich penodi. Bydd angen i weithwyr rhan-amser weithio am o leiaf 30 awr yr wythnos. Mae'n annhebygol y bydd dydd Llun a dydd Gwener yn cael eu cymeradwyo ar gyfer diwrnodau nad ydynt yn ddiwrnodau gwaith oherwydd yr angen busnes presennol. Bydd pob cais i weithio’n rhan amser, yn hyblyg ac i rannu swydd yn cael ei ystyried yn unol â pholisi Gweithio’n Hyblyg y Weinyddiaeth Gyfiawnder.

Mae gwaith hybrid nad yw'n gytundebol ar gael ar hyn o bryd. Bydd trefniadau gweithio hybrid yn cael eu pennu gan y busnes ac maent yn berthnasol i linellau gwasanaeth penodol a dim ond pan fydd wedi’i sefydlu y bydd modd darparu’r gwasanaeth o gartref yn effeithiol. Ni allwn hwyluso ceisiadau am amserlen benodol ar gyfer gweithio o gartref/gweithio y swyddfa.

Hyfforddiant

Mae cyfnod sefydlu 1 wythnos sy’n llawn amser ond y gellir ei wneud o gartref. Yn dilyn hyn, bydd academi hyfforddiant 6 wythnos llawn amser yn cychwyn (mewn 2 gam). Bydd hyn yn digwydd yn y swyddfa/wyneb yn wyneb. Bydd ceisiadau am hyfforddiant rhan-amser yn cael eu hystyried fesul achos a dim ond os gallwn sefydlu y gallwn sicrhau y byddwch yn cael budd llawn o’r hyfforddiant ac y bydd yr holl ddysgu yn cael ei gynnwys o fewn yr amserlen honno y caiff ei ganiatáu.

Teithio achlysurol i lysoedd eraill

Ar gyfer y swydd hon, efallai y bydd angen teithio o bryd i'w gilydd i safleoedd eraill y Gwasanaethau Cenedlaethol.

Fisa Gweithiwr Medrus

Nid yw'r rôl hon yn gymwys ar gyfer Fisas Gweithiwr Medrus newydd, yn unol â'r rheolau mewnfudo cyfredol.

O 22 Gorffennaf 2025, cyflwynodd y Llywodraeth newidiadau i'r llwybr fisa i Weithwyr Medrus. Ni all yr adran ystyried eich noddi ar gyfer y rôl hon ond bai eich bod wedi dal Fisa Gweithiwr Medrus cyn y newidiadau a ddaeth i rym ar 22 Gorffennaf 2025. Os ydych wedi dal Fisa Gweithiwr Medrus yn barhaus, nodwch hyn yn ystod eich gwiriadau fetio a bydd cymhwysedd yn cael ei asesu yn unol â'r rheolau mewnfudo a'r darpariaethau pontio sydd mewn lle.

Os ydych yn gwneud cais am y rôl hon ac nad ydych yn bodloni’r meini prawf cymhwysedd newydd ar gyfer nawdd, bydd angen i chi ystyried eich opsiynau ar gyfer cael a/neu gynnal eich hawl i weithio yn y DU yng ngoleuni’r newidiadau hyn. Rhaid i ymgeiswyr llwyddiannus sicrhau bod ganddynt yr hawl gyfreithiol i fyw a gweithio yn y Gwasanaeth Sifil ac yn y Deyrnas Unedig a’u bod yn cynnal yr hawl honno.

Bydd yr Adran yn parhau i gydymffurfio â Rheolau Mewnfudo’r DU a weithredir yn y DU a’r Gwasanaeth Sifil. Gallwch ddarllen mwy am fisâu Gweithwyr Medrus a'r meini prawf cymhwysedd yma.

Person specification

Please refer to Job Description

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £25,582, HM Courts and Tribunals Service contributes £7,411 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/17770?entityId=17770