Admin Officer - Newport (Ref: 11253)

This position is based at CTS USK HOUSE NEWPORT FLR 2nd, NP20 2GDJob SummaryPlease refer to Job DescriptionJob DescriptionProud to serve. Proud to keep justice going.Good telephone staff with excellent customer service skills are vital to the effective operation of our Courts, Tribunals and other offices within the HM Courts & Tribunals Service (HMCTS).About UsCriminal Fines Collection and Enforcement (Enforcement) is a key function within HMCTS. We play 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. We are also responsible for compliance of Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.Our HMCTS Wales Contact & Compliance Centre is a busy centre that operates a centralised telephone service for courts and tribunals receiving up to 10,000 calls per week. 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 As a Contact Centre Operator, you will be passionate about delivering excellent customer service. Working in an inbound call centre you will field calls from the public seeking assistance with payment of financial penalties.Customers calling us 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 an individual to be able to multi-task and move from one call to another efficiently.The Contact Centre offers a service between 08:00-17:00 Monday to Friday and Operators are required to work between these times on a scheduled basis.Your Skills And Experience You will be an excellent communicator, able to swiftly assess circumstances and adapt accordingly. You must be able to demonstrate empathy, be non-judgmental but focussed on carrying out your role whilst fully respecting our customers. You’ll be skilled in organising your time, prioritising efficiently, able to multi-task and adapt to using various software packages. You’ll enjoy working in a busy environment with a desire to deliver proactive and effective customer service to people who may be in difficult situations.For a full job description, please read supporting document included below before applying.Further Details:These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be available, but arrangements will be determined by the business 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.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.Occasional Travel To Other Courts Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.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.Proud to serve. Proud to keep justice going.Good telephone staff with excellent customer service skills are vital to the effective operation of our Courts, Tribunals and other offices within the HM Courts & Tribunals Service (HMCTS).Occasional Travel To Other Courts Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.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.Person specificationPlease Refer To Job DescriptionBehavioursWe'll assess you against these behaviours during the selection process:Communicating and InfluencingManaging a Quality ServiceDelivering at PaceAlongside 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 developmentA working environment that supports a range of flexible working options to enhance your work life balanceA working culture which encourages inclusion and diversityA Civil Service pension with an employer contribution of 28.97%Annual LeavePublic HolidaysSeason Ticket AdvanceFor 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%20MOJSelection process detailsThis 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%20MOJFeedback will only be provided if you attend an interview or assessment.This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.SecuritySuccessful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.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 requirementsThis Job Is Broadly Open To The Following Groups:UK nationalsnationals of the Republic of Irelandnationals of Commonwealth countries who have the right to work in the UKnationals 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 2020Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil ServiceFurther information on nationality requirements (opens in a new window)Working for the Civil ServiceThe 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 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 InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).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 applicantsJob Contact :Name : SSCL Recruitment Enquiries TeamEmail : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.ukTelephone : 0345 241 5359Recruitment teamEmail : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.ukFurther informationAppointment 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-recruitment/complaints/https://jobs.justice.gov.uk/careers/JobDetail/11253?entityId=11253