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38107 - Administrative Officer (CCBC)


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: Background Good administrative staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within Her Majesty's Courts and Tribunals Service (HMCTS). Most of the staff within HMCTS are employed in administrative roles. HMCTS embraces Lean principles and continuous improvement techniques to provide high standards of customer service Overview and the key purpose of the role The County Court Business Centre (CCBC) in Northampton is a busy centre that deals with the administration of civil money claims in bulk volumes. We also operate a centralised telephony service for courts receiving up to 15,000 calls per week in relation to Civil Claims through the County Court. Examples of Civil Money Claims could include Money Owed and not paid. Services not up to standard (Shops / Tradesmen) Overdue Utilities bills / Credit Card. Contract disputes between companies. Unpaid parking fines The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement (CI) tools and techniques. This is a fantastic opportunity for enthusiastic candidates who enjoy working as part of a team in a fast-paced environment. As an Administration Officer at CCBC you will have the opportunity to learn a variety of roles within the office and along with your team ensure all key duties are covered each day. This position requires an individual who is happy to embrace change on a regular basis and be an integral part the CI culture at CCBC. Candidates should be passionate about delivering excellent customer service. Your bright, friendly and courteous nature should shine through, along with your initiative and good written communication skills. Many of the tasks are straightforward, regulated by well-established guidelines and/or detailed instructions, some initiative is also required. Advice is readily available and standard procedures are usually followed. Administrative Officers work within a team with regular management support. Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. This could involve work in an inbound call centre fielding calls from the public seeking assistance issuing or responding to Civil Money Claims. Customers calling the court business centre are often in a difficult and stressful situation and therefore significant 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 quickly. Key responsibilities may include: Administration Preparing papers and files for court, tribunals, hearings and meetings. Producing court/tribunal documents. General photocopying and filing. Creating and updating records on in-house computer system and data input. Post opening and dispatch. Booking, preparing and organising meeting rooms, supporting training courses and other group activities. Preparing meeting agenda, joining instructions, handouts etc. Drafting Standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions. Operations Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date Assisting court users, supporting listing and rota management, checking files Contacting relevant parties, scheduling, serving court documents, executing a range of warrants, collecting fines and fees etc, including the use of chip and pin Handling counter (face to face), written and telephone enquiries. To work as a team to ensure TIB (Team Information Board) meetings are relevant, timely and productive To work as a team to problem solve, to assess the impact of new SOPS, to contribute to small projects To undertake ad hoc roles within the band such as Jury Bailiff Officer, L+D Co-ordinator, H+S roles Processing casework Including standard documentation and information, court orders, claims, fines and fees, legal aid Resulting courts accurately, interpreting accurately the information required on a court file To work to workload targets in terms of throughput and accuracy Checking and verifying Documents, records, accounts, claims and returns for approval, results, statistics, plans etc. against criteria, regulations or procedures. Ensuring compliance and administration documentation meet quality standards. Role holders may be required to cross check and validate work completed by colleagues. Collecting and assembling information For returns, results, accounts, statements, warrants, statistical analysis, reports etc. Work may require interpretation of source materials, preparation of bundles, chasing. Role holders will need to modify and adjust information and make decisions to allow work to be completed. Role holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required Undertaking calculations Produce basic statistical analysis reports and where required, process financial information. Checking the work of others, updating records, assessing the value of goods and/or property, reconciling accounts, preparing invoices, information gathering and running straightforward reports. Spending limited sums of money on behalf of an office or unit. Calculate the anticipated numbers of Jurors to be called and manage the numbers to be as efficient as possible Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations Communicate and work with the Judiciary, Magistracy, the Cluster Managers, Court staff, and other internal and external stakeholders, suppliers and customers to collect information, check facts, communicate or enforce judicial decisions, give advice on the completion of forms or court procedures etc and provide excellent customer service. To deliver a helpful, prompt, polite and "right first time" service to our internal and external customers Other duties The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. Skills & Qualifications 5 GCSE passes (or equivalent) grades A*-C, or NVQ Business Administration level II or Administrative experience. Relevant computer skills to undertake the level of work required. Success Profiles The Civil Service recruits using Success Profile framework. During the interview process you will be assessed on behaviours. Behaviours are the actions and activities that people do which result in effective performance in a job. The Civil Service has defined a set of behaviours that, when demonstrated, are associated with job success. Civil Service Behaviours are specific to the grade level of the job role. The examples of the behaviours are designed to give an overview of what is expected of individuals at each level. There is no expectation that all individuals will need to demonstrate every part of each example to be successful. We will assess you against these behaviours during the selection process: Managing a quality service Communicating and Influencing Working together Operational Delivery in HMCTS This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in Face-to-face roles in HMCTS for example a court usher Contact Centre roles in HMCTS for example call centre advisers Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options. Additional Information Making a real difference to people's lives is such an integral part of working at HMCTS that we've built it into an agreement with everyone who works here. It's called our people promise. Please click here to find out more. Working Arrangements & Further Information Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining M

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Northampton, England, Northamptonshire, NN1, United Kingdom

  • Ad ID:  16404143
  • Ad Type:  Offered
  • Posted on:  23/10/2020, 03:29
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