21058 Operational Support Officer
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Job Summary
Proud to serve. Proud to keep justice going.
Our Operational Support Officers play a critical role providing excellent customer service and administrative support to court and tribunal users judiciary and management.
About us
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal civil and family Courts and Tribunals in England and Wales. Our roles support our court users and colleagues within HMCTS where people and businesses access potentially life-changing justice. Were looking for individuals who are committed to public service and making a difference in peoples lives to deliver justice. If you are interested in developing a career with a real purpose please apply.
Your role
The role is primarily based within the courtroom supporting the smooth running of court proceedings. Administrative duties will also be incorporated into the post.
Working as part of a team you will contribute to the overall operational performance and service standard targets across your area of work. You will progress cases through the court/tribunal system and provide customer service and administrative support to functions within HMCTS. You will have regular contact with court / tribunal users which could include members of the judiciary and the legal profession.
You will be adaptable able to multi-task and effectively carry out a variety of duties both office-based and in a court which will include:
- Preparing papers and files for court tribunals hearings and meetings including processing and handling sensitive information and accurately resulting outcomes.
- Creating and updating records digitally interpreting information required on a court file accurately.
- Communicating with the public the judiciary other court and tribunal users and representatives of other agencies and organisations
- Supporting the smooth running of court proceedings preparing court /hearing rooms and ensuring court runs efficiently.
- When required you will be an essential first point of contact for all the court users; meeting members of the public which may include vulnerable witnesses and their legal representatives.
Your knowledge skills and experience
- Strong customer service skills with the ability to work in a service-led customer-facing environment.
- Good digital and administrative skills; with excellent attention to detail.
- Effective communication and organisational to communicate confidently in person over the telephone digitally and in written communications.
- Resilient and empathetic to be able to deal with sensitive information and situations.
- A team player; able to work collaboratively and flexibly to deliver HMCTS objectives.
Please refer to the role profile attachment for more information.
Lead criterion at application stage:Statement of Suitability.An initial sift based on the statement of suitability may be held if a large number of applications are received.
Further details:
These operational roles are customer facing requiring successful applicants to be court based to provide HMCTS services to the public.
Standard full time working hours are 37 hours per week (Monday to Friday). 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 MoJs Flexible Working policy. Applications for part-time working would be considered however due to the nature of the role the minimum of 3 days is required.
The minimum working pattern for all positions is three days per week. However the required working days differ by location:
- Norwich County Court: Monday Wednesday and Friday are required working days.
- Norwich Magistrates Court: Wednesday Thursday and Friday are required working days.
- Norwich Crown Court: Monday is the required working day with the remaining two days to be agreed in line with business needs.
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 or regular basis at other local HMCTS sites/courts. Where applicable associated travel cost/time will be applied in line with organisational policies. While you will have a designated base location the role may require travel to other courts within a reasonable commutable distance:
- Civil & Family Position: Occasional travel may be required to Great Yarmouth (NR30 1PW) Kings Lynn (PE30 1PQ) and Bury St Edmunds (IP33 7EJ).
Saturday working (Applies to Norwich Magistrates Court only)
If you select a magistrates court as one of your location preferences and are allocated there you will be required to work the following shift pattern to include Saturdays as follows: 5 days over a 6 day working pattern.
Your working pattern will be confirmed by your line manager and whenever you are required to work on a Saturday you will receive a day off in lieu based on business needs. Please note that there is no requirement to work on Sundays.
Base Location and Reserve list information
Crown and Civil & Family Positions available at:
Norwich Combined Court Centre NR3 1UR
Magistrates Positions available at:
Norwich Magistrates Court NR3 1UP
Candidate preferences will be explored during the interview stage in conjunction with the application selection process.
Base locations and reserve lists for this campaign will be managed in accordance with location preference/s as indicated in your application. We will appoint in merit list order for each location outlined in the vacancy and hold a separate locational reserve list for each of these locations. After appointments have been made using this locational appointment process any remaining candidates who met the benchmark for the role will remain on a locational reserve list in accordance with their preferences for 12 months.
Please only indicate preferences where you are prepared to work. If you are subsequently offered a role from the reserve list for a location preference indicated in your application and decline it you will be removed from the reserve list for the vacancy across all locational preferences.
Please note that there are vacancies within both Crown and Civil and Family at Norwich Combined Court Centre NR3 1UR. Due to system limitations these do not appear as separate options in the Location Preferences section. If you would like to be considered for either of these locations please select Norwich Combined Court Centre NR3 1UR as your location preference.
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.
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal non-contractual form of flexible working that blends working from your base location different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly Hybrid Working will not suit everyones circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) See Map. All employees will be expected to spend a minimum of 60% of their working time in an office subject to local estate capacity).
For current MoJ employees your base location will need to be changed to the nearest viable office (to your home postcode) either at a HQ building JCC or JSO within the National Office Network and moved its locations respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJs terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on modernised terms in their current post or onto unmodernised MoJ terms if they are on unmodernised terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time flexible and job-sharing working patterns where they meet the demands of the role and business needs. All applications for part-time flexible and job-sharing working patterns will be considered in accordance with the MoJs Flexible Working policy.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin employees with disabilities employees with caring responsibilities women employees and lesbian gay bisexual and transgender employees.
Support
- A range of Family Friendly policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes including Tax Free Childcare. More information can be found onorChildcare Choices.You can determine your eligibility at
- Paid paternity adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Working for the Civil Service
TheCivil Service Codesets 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 Commissionsrecruitment principles.Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Transformative Business Services (0(Monday to Friday 8am - 6pm) or e mail);
- To Ministry of Justice Resourcing team();
- To the Civil Service Commission (details availablehere)
As a Disability Confident employer MoJ are committed to providing everyone with the opportunity to demonstrate their skills talent and abilities by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria except in a limited number of campaigns.
For more information on applying for a role as a candidate with a disability or long-term condition please watch our animated videos.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form please contact the TBS Recruitment Enquiries Team.
Diversity & 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 Planand theCivil Service Diversity and Inclusion Strategy.
A Great Place to Work for Veterans
The Making the Civil Service a Great Place to work for veterans initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment which recognises and values your previous service in the Armed Forces. Redeployment Interview Scheme Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed as part of the Redeployment Interview Scheme to providing opportunities to those who are at risk of redundancy. MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion. Civil Service Nationality Rules This job is broadly open to the following groups: Further information on nationality requirements (opens in a new window) Reserve list A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.
For further details about the initiative and eligibility requirements visit:
- AO OSO Role Profile March (Job Description Attachment)
This can be work or education based or gained in other environments such as volunteering. Using the full word count (500 words) and providing personalised real-life evidence of experience gained will help achieve the highest scores.
You must ensure that any evidence submitted as part of your application including your CV statement of suitability and behaviour examples are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others or generated by artificial intelligence as your own and can lead to your application being withdrawn.
This section is intended to help us understandwhere and how you gained your experience.
Please avoid repeating content from your Statement of section should focus onwhat you can do supported by specific examples. This question by contrast is aboutwhat youve doneand the context in which your experience was gained.
Use of Artificial Intelligence (Al)
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 see ourcandidate guidancefor more information on appropriate and inappropriate use.
Required Experience:
Unclear Seniority
About Company
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