Good administrative staff with excellent customer service skills are vital to the effective operation of
the Courts, Tribunals and other offices within Her Majesty's Courts and Tribunals Service (HMCTS).
Most of the staff within HMCTS are employed in administrative roles. HMCTS embraces Lean
principles and continuous improvement techniques to provide high standards of customer service
The key purpose of the role
Administrative Officers are assigned to teams to carry out a variety of general administrative duties to
progress cases through the court/tribunal system or provide support to other functions within
HMCTS. Continuous improvement tools and techniques are used in HMCTS and so there will be
opportunities to exercise discretion and initiative and continually seek to improve, within a framework
of systems and processes (SOPS). Problem solving is carried out by reference to lean techniques
(e.g. problem solving hubs) and comprehensive guidelines and instructions - complex or difficult
issues are normally referred to or will involve a team leader or supervisor. In some positions, role
holders will have regular contact with court / tribunal users, including members of the Judiciary and
the legal profession. Administrative Officers work within a team with regular management support
and are responsible for their own time, although there may be some opportunity to provide advice
and carry out limited supervision of others.
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 basis at other local HMCTS offices.
Working as part of a flexible team, the postholder will be expected to undertake a range of the
functions and responsibilities specified. It is not intended that each post will be responsible for the full
range of duties.