23035 - Operational Support Officer

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. 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 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 skills. Able 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.

Court Specific Duties

Duties undertaken within the Court may include, but are not limited to, the following:

• Speak publicly and manage courtroom proceedings.
• Court usher duties which include preparation and management of a courtroom by communication with court users (members of the public).
• Ensuring court video link technology is prepared and working correctly.
• Communication with stakeholders and professionals including Police, Probation Service and Solicitors.
• Administration work including pre and post court functions.

In addition, within these vacancies there may be opportunities to undertake additional duties as either a Listing Assistant or as a Digital Support Officer. If either of these areas is of interest to you, please make the interview panel aware during your interview.

Listing assistant roles and

responsibilities

• Provide administrative and operational support to ensure the efficient preparation and progression of court hearings.
• Manage court listings and hearing schedules, ensuring cases are accurately recorded and judicial time is used effectively. Prepare and check case documentation ahead of hearings, ensuring information is complete, accurate and available when required.
• Support judges by coordinating hearing information and managing booking and vacancies.
• Liaise with a range of stakeholders, including prisons, probation services, magistrates' courts, interpreters and legal professionals to support the smooth running of court business.
• Coordinate video hearings by arranging links ensuring all necessary documentation is in place.
• Process criminal casework, including breaches, appeals and applications
• Arrange interpreter and British Sign Language support
• Maintain accurate records and case information across digital platforms, ensuring compliance with information management requirements.
• Record statistics to support performance monitoring and resource planning.
• Effectively prioritise workloads, respond to changing business needs and deliver high-quality customer service while working to tight deadlines.
• Identify and resolve routine issues, escalating complex matters where appropriate and contributing to the effective delivery of justice

Digital Support officer roles and

responsibilities

• Act as a first point of contact for digital and IT support, resolving or escalating issues as appropriate.
• Support the implementation of new digital tools and technologies across the business.
• Carry out routine checks of digital equipment, identifying and reporting faults to minimise disruption.
• Manage system access requests and support colleagues with digital service requirements.
• Maintain accurate records of IT incidents, requests and equipment issues.
• Liaise with support teams, suppliers and contractors to ensure effective resolution of technical issues.
• Provide guidance and basic training to colleagues and judicial office holders, improving digital confidence and capability.
• Support compliance activities and digital assurance checks in line with organisational requirements.
• Attend training, briefings and network meetings to maintain knowledge of emerging technologies and best practice.
• Share knowledge and collaborate with colleagues to identify solutions and improve digital service delivery.
• Maintain local communication channels and digital support information for users.
• Balance operational and digital support responsibilities

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.

We currently have two positions available in Salisbury and eight positions available in Winchester.

Of these vacancies:

• Salisbury: 1 full-time only (37 Hours per week Monday – Friday) position available
• Winchester: 2 full-time only (37 Hours per week Monday – Friday) positions available

For the remaining vacancies:

HMCTS welcomes part-time, flexible, and job-sharing working patterns where these meet the requirements of the role and business needs and are agreed prior to appointment. All requests for part-time, flexible, and job-sharing working arrangements will be considered in line with the Ministry of Justice Flexible Working Policy. However, due to operational requirements, successful candidates must be able to work a minimum of three full days per week. These working days must include both Monday and Friday.

Please let the panel know your working pattern preference at interview.

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, namely Winchester, Salisbury and Southampton. Where applicable, associated travel cost/time will be applied in line with organisational policies.

Base Location and Reserve list information

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.

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.