Proud to serve. Proud to keep justice going.
Our Complaints Investigators play a critical role in helping deliver justice. You will be responsible for making sure your team deliver excellent administrative support and customer service to service users and management.
About us
Courts & Tribunals Service (HMCTS) the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
Our National Services (NS) Directorate manage centralised administrative and contact functions (telephone helpdesks) in HMCTS and 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
Working in the Regional Support Unit (RSU), you will be part of a dynamic team that carries out integral support functions for the region. The work can often be fast paced, require initiative and problem solving, and we are the point of contact for a wide range of work covering all jurisdictions and disciplines. Our operations colleagues and leaders rely on the RSU for support and assurance enabling their teams to focus on their core operational objectives.
Reporting to the Complaints Manager, youll be responsible for dealing with all complaints escalated to your team from first point of contact. The team focus on investigating complaints and measuring action, or lack of it, against HMCTS standards and user expectations, feed into analysis of trends in complaints and user feedback and determine appropriate compensation. The role will focus on the short, medium and long term needs of National Services and other parts of HMCTS.
Your skills and experience
- Experience of working in a customer service environment requiring engagement and negotiation with people and working with complex written material (desirable).
- Experience of complaint handling - to be able to easily understand the circumstances of when a user may express dissatisfaction with our service (desirable).
- IT proficient with the ability to learn and adapt to different technologies and software packages.
- Excellent communication, organisational and prioritisation skills
For a full job description, please read supporting document included before applying.
Further details
New recruits to the Civil Service joining are expected to join at the band minimum.
Non-contractual hybrid working may be available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We may not be able to facilitate requests for a particular work from home/working in the office schedule.
Standard full time working hours are 37 hours per week. 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 the MoJs Flexible Working policy.
Occasional travel to other courts
For this post, occasional travel to our National Services sites will be .
Application Process:
Please note, dependent on volumes of applications received, the sift stage may be based solely on your Experience answer.
