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Temporary opportunity to work with CTSC in Newport for a 6-month period. CTSCs provide telephone, assisted digital, case progression and court hearing support for HM Courts & Tribunals Service (HMCTS). The role supports court users and colleagues within HMCTS, delivering a consistent national service to enable cases to move through to conclusion smoothly.
Job Responsibility:
Predominately telephone-based, taking inbound calls from the public and legal representatives and returning calls
Handling emails, webchat, and general administrative work
Work in a small team supported by a Team Leader
Use 'knowledge bank' guidance document to assist in role
Handle calls with empathy and understanding
Requirements:
Proficient in using IT
Excellent customer service skills using telephone, webchat and email
Be able to empathise with customers
Promote and support customers to engage digitally
Be able to explain information clearly
Be flexible and adaptive to support business needs
Proactively resolve routine problems and escalate serious issues
Confident communicator
Self-assurance to liaise with the public
Ability to handle complex and sensitive matters calmly and professionally
Attention to detail
Ability to multi-task
Manage time effectively
Resilient
Keen to learn
IT skills to adapt to new systems and technologies
What we offer:
Non-contractual hybrid working
Full training provided through a mixture of online and in person training
Guaranteed interview for veterans or spouses/partners of military personnel who meet essential criteria
Guaranteed interview for candidates with a disability who meet essential criteria