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Customer Service Query Management and Case Administration Officer

Ministry of JusticeStoke-On-Trent
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Key Responsibilities:Deliver professional and friendly support to users of online services through various channels (telephony, webchat, email), adhering to quality standards and ensuring a high-quality user-focused service. Engage in jurisdiction-related administration following HMCTS defined protocols to manage non-automated tasks. Conduct case-readiness assessments and provide users with information on next steps in their cases. Identify users requiring special support and evaluate their Assisted Digital needs, referring appropriate cases to third-party suppliers. Handle first-contact user complaints effectively, striving to resolve issues promptly.

About the job

Join our dynamic team as a Query Management & Case Administration Officer within the Courts and Tribunal Service Centres (CTSCs) where you will play a crucial role in transforming the justice system.

The transformation of HMCTS represents one of the most ambitious and intricate programs in the central government, set to redefine the delivery of justice by 2023.

Our CTSCs will serve as modern administrative hubs, offering essential services such as telephony, assisted digital support, case progression, and hearing assistance, ensuring a seamless flow of cases through the system while providing vital support to local judiciary.

With several sites across the nation, these centres will be home to nearly half of our workforce, as we transition from outdated paper-based processes to a digital-first approach.

As a front-line customer service professional, you will deliver an inclusive and accessible service, guiding users through our online platform, addressing their inquiries, and accurately processing high-volume case details efficiently to meet their needs.

About Ministry of Justice

The Ministry of Justice is committed to enhancing the justice system. Our innovative Courts and Tribunal Service Centres are designed to provide efficient, user-focused services that modernize legal processes and support our local judiciary effectively.

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