Support Officer - Newport (Ref: 14417)

Job summary

Please refer to Job Description

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 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, where 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.

As a Support Officer your role will be predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls as required. Emails, webchat (for some services), and general administrative work will also form part of the role. You will work in a small team 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 skills and experience

Proficient in using IT - helping users navigate our online systems, updating and processing case details.

Have excellent customer service skills using telephone, webchat and email to ensure a professional and speedy customer experience.

Be able to empathise with our customers.

Promote and support customers to engage digitally and use online applications.

Be able to explain information clearly so our customers feel reassured, and they know what they need to do.

Be flexible and adaptive to support business needs.

Proactively resolve routine problems and escalate serious issues.

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

Further details

The office is open Monday-Friday from 07.30am to 06.00pm We can offer Saturday working as part of your weekly contracted hours. Saturday operating hours are 08.00am-04.00pm. All 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.

To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours are between 8:30am and 6:00pm.

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

Full training will be provided through a mixture of online and in person training.

Skilled Worker Visa

From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. 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 do not meet the new eligibility criteria for sponsorship (or the transitional provisions), 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 Swyddogion Cymorth yn ein Canolfannau Gwasanaethau’r Llysoedd a Thribiwnlysoedd (CTSC) yn chwarae rhan hollbwysig wrth ddarparu cymorth gweinyddol a dros y ffôn 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 gyfrifol am weinyddu’r llysoedd troseddol, sifil a theulu yng Nghymru a Lloegr ac am y tribiwnlysoedd. Mae Canolfannau Gwasanaethau’r Llysoedd a Thribiwnlysoedd yn darparu cymorth dros y ffôn, cymorth digidol, gwasanaethau hwyluso achosion a chymorth gyda gwrandawiadau llys. Maent yn darparu gwasanaeth cenedlaethol cyson sy’n galluogi achosion i symud ymlaen i gwblhau’n ddidrafferth.

Mae ein rolau’n cefnogi ein defnyddwyr llys a’n cydweithwyr o fewn GLlTEF, lle mae pobl a busnesau’n ceisio cyfiawnder a allai newid bywydau. 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

Mae Canolfannau Gwasanaethau’r Llysoedd a Thribiwnlysoedd yn darparu eu gwasanaethau trwy nifer o Awdurdodaethau 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.

Fel Swyddog Cymorth bydd eich rôl yn bennaf ar y ffôn, gan gymryd galwadau gan y cyhoedd a chynrychiolwyr cyfreithiol a dychwelyd galwadau yn ôl yr angen. Bydd e-byst, sgwrsio ar y we (ar gyfer rhai gwasanaethau), a gwaith gweinyddol cyffredinol hefyd yn rhan o’r rôl. Byddwch yn gweithio mewn tîm bach a gefnogir gan Arweinydd Tîm ac, ochr yn ochr â’n rhaglen hyfforddi fanwl, bydd gennych fynediad i’n ‘cronfa wybodaeth’ (dogfen arweiniad) i gynorthwyo 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 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 sgiliau a phrofiadau

Hyfedr wrth ddefnyddio TG - helpu defnyddwyr i lywio ein systemau ar-lein, diweddaru a phrosesu manylion achosion.

Meddu ar sgiliau gwasanaeth cwsmeriaid rhagorol wrth ddefnyddio ffôn, sgwrsio ar y we ac e-bost i sicrhau profiad proffesiynol a chyflym i gwsmeriaid.

Gallu cydymdeimlo â'n cwsmeriaid.

Hyrwyddo a chefnogi cwsmeriaid i ymgysylltu'n ddigidol a defnyddio gwasanaethau ar-lein.

Gallu egluro gwybodaeth yn glir fel bod ein cwsmeriaid yn teimlo'n dawel eu meddwl, ac yn gwybod beth sydd angen iddynt ei wneud.

Bod yn hyblyg i gefnogi anghenion busnes.

Datrys problemau arferol yn rhagweithiol a chyfeirio materion difrifol yn uwch.

I gael disgrifiad swydd llawn, darllenwch ddogfen ategol 1 isod cyn gwneud cais.

Rhagor o fanylion

Mae’r swyddfa ar agor o ddydd Llun i ddydd Gwener o 07.30am hyd at 06.00pm. Gallwn gynnig gweithio ar ddydd Sadwrn fel rhan o’ch oriau contract wythnosol. Oriau agor ar ddydd Sadwrn yw 08.00am-04.00pm. Disgwylir i’n holl staff weithio 6 dydd Sadwrn y flwyddyn ar sail rota.

Er mwyn sicrhau bod ein gwasanaethau yn gyson ac yn cael eu gweithredu’n effeithiol, gofynnir i ymgeiswyr llwyddiannus weithio ar sail llawn amser. Yr oriau llawn amser safonol yw 37 awr yr wythnos, ac mae’r oriau gwaith rhwng 8:30am a 6:00pm.

Mae gwaith hybrid angytundebol 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 penodol ar gyfer gweithio o gartref/gweithio y swyddfa.

Hyfforddiant

Bydd hyfforddiant llawn yn cael ei ddarparu trwy gymysgedd o hyfforddiant ar-lein ac hyfforddiant wyneb yn wyneb.

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.

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/14417?entityId=14417