companyMinistry of Justice logo

Query Management and Case Administration Officer - Birmingham

On-site Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Unlock Your Potential

Generate Job-Optimized Resume

One Click And Our AI Optimizes Your Resume to Match The Job Description.

Is Your Resume Optimized For This Role?

Find Out If You're Highlighting The Right Skills And Fix What's Missing

Experience Level

Mid to Senior

Qualifications

The ideal candidate will possess strong communication skills, a commitment to delivering excellent customer service, and the ability to navigate digital platforms efficiently. Previous experience in a customer service or administrative role is preferred.

About the job

We are seeking outstanding individuals to join our team as a Query Management and Case Administration Officer at the forefront of the new Courts and Tribunal Service Centres (CTSCs) in Birmingham.

The transformation of HM Courts and Tribunals Service (HMCTS) represents one of the most ambitious and intricate initiatives within central government. By its completion in 2022/23, it will fundamentally alter how justice is administered.

These CTSCs will serve as the administrative backbone of the future, facilitating communication through telephony, assisted digital services, case progression, and hearing support. Our goal is to offer a consistent national service that ensures cases progress smoothly to resolution while providing essential support to local judiciary.

Spread across multiple locations nationwide, these centres will house nearly half of our total workforce. We are committed to reforming a justice system that has traditionally relied on paper-based processes, with the CTSCs being pivotal in transitioning to a modern, digital framework.

This role is primarily customer-focused, ensuring that users receive an accessible and inclusive service. You will guide users through the online platform, addressing their inquiries, and accurately processing and updating high-volume case details. Your responsibility will be to meet the needs of service users effectively.

Key Responsibilities:

  • Deliver professional and friendly support to users of online services through various channels (telephony, webchat, email), adhering to quality standards for a high-quality customer experience.
  • Conduct jurisdiction-related administration following HMCTS protocols and processes for non-automated tasks.
  • Perform case-readiness assessments and facilitate the progression of cases, providing users with clarity on the next steps.
  • Identify users needing additional support and assess their Assisted Digital needs, referring cases to our third-party suppliers as necessary.
  • Manage first contact user complaints in accordance with HMCTS policies, ensuring users feel heard and that their concerns are addressed fairly, while updating the CRM system to prevent repetition of information.
  • Stay informed by reading relevant knowledge articles to maintain accurate and up-to-date understanding of processes and systems.
  • Engage proactively with users to enhance their experience and ensure their needs are met effectively.

About Ministry of Justice

The Ministry of Justice is dedicated to creating a fairer and more effective justice system in the UK. Our mission is to provide a secure, efficient, and transparent justice system that meets the needs of all users.

Similar jobs

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.