Job Descriptions
Band F
Attached are a sample of job descriptions at band F.
There may be some operational differences but the duties reflect the main tasks at that level.
Contents
Page
Job Title: Clerical Assistant…………………………………………………………………………2
Job Title: Security Guard……………………………………………………………………………5
Job Title: Typist………………………………………………………………………………………8
Job Title: Usher……………………………………………………………………………………..12
Job Title: Usher-Clerical Assistant………………………………………………………………..16
September 2016
1
Her Majesty’s Courts and Tribunals Service
back to contents
Job Title: Clerical Assistant
Pay Span: Band F
Background and key purpose of the role
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.
Clerical Assistants provide general admin support to the various teams within the court/tribunal/office
or provide support to other functions within HMCTS. Although many of the tasks are straightforward,
regulated by well-established guidelines and/or detailed instructions, some initiative may be required.
Advice is readily available and standard procedures are usually followed. Clerical Assistants work
within a team with regular management support and are responsible for their own time.
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.
Key responsibilities may include:
Administration





Correspondence



Post Handling
Monitoring Stock



Collecting and delivering files and bundles to the judiciary and clerks
ensuring they have the necessary papers
Creating, updating, distributing and tracking files, bundles,
documents, tapes;
Creating and/or maintaining databases, lists, manuals; completing
documents including standard letters, forms, applications, orders,
records, registers, statistics etc. with clearly defined information
using electronic and paper systems.
Maintaining the Court Library (including e-transcripts and books)
Sorting and delivering lists of hearings for internal and external notice
boards
Copy/audio typing, completing standard letters, forms, registers, etc.
where the information is clearly defined.
Straightforward drafting such as acknowledgements and receipting,
confirmations, court orders, warrants etc.
Amending standard instructions, manuals and directories, circulating
and distributing documents, journals etc.
Opening, sorting, distributing and dispatching post
Collecting and delivering post from appropriate offices
Including stationery and other supplies against requirements and
inventories, establishing requirements, completing order forms, stock
distribution
2
Data Entry and
recording

Collecting and distributing stationary around the offices

Resulting, checking accuracy and completeness against guidelines
or a proforma
Straightforward money handling e.g. issuing jury payments, spending
petty cash under instruction.
Office and court equipment e.g. computers, fax machines, scanners,
photocopiers, franking machines, switchboards, messaging
equipment, tape and video recorders etc.
Answering standard enquiries and passing messages to others.

Operating equipment

Handling telephone
calls
Arranging meetings

Reception of parties
to court



Using electronic diaries, booking rooms and accommodation, making
travel arrangements.
Preparing rooms for hearings, tribunals, trials, meetings etc.
Providing Usher cover as necessary
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably
requested by line management which are commensurate with the grade and level of responsibility of
this post.
Skills & Qualifications
2 GCSE’s at Grade C or above, or equivalent qualifications OR have experience of working with the
public in a busy public service environment. Ability to use a computer at the level required for the
work.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
Changing and
Improving
Making Effective
Decisions
Effective Behaviour
People who are effective are likely to…
 Review working practices and come up with ideas to improve the
way things are done.
 Learn new procedures, seek to exploit new technologies and help
colleagues do the same.
 Co-operate with and be open to the possibilities of change and
consider ways to implement and adapt to change in own work
role.
 Be constructive in raising issues with managers about
implemented changes and the impact these are having on the
service.
 Respond effectively to emergencies.
 Make and record effective decisions following the appropriate
decision making criterion.
 Ask questions when unsure.
 Undertake appropriate analysis to support decisions or
recommendations.
3



Leading and
Communication



Collaborating and
Partnering






Managing a Quality
Service







Investigate and respond to gaps, errors and irregularities in
information.
Speak up to clarify decisions and query these constructively.
Think through the implications of own decisions before confirming
how to approach a problem/issue.
Put forward their own views in a clear and constructive manner,
choosing an appropriate communication method, e.g. email/telephone/face to face.
Act in a fair and respectful way in dealing with others.
Write clearly in plain simple language and check work for spelling
and grammar, learning from previous inaccuracies.
Ask open questions to appreciate others’ point of view.
Proactively contribute to the work of the whole team.
Get to know fellow team members/colleagues and understand
their viewpoints and preferences.
Seek help when needed in order to complete own work
effectively.
Be open to taking on different roles.
Try to see things from others’ perspectives and check
understanding.
Listen to the views of others and show sensitivity towards others.
Communicate in a way that meets and anticipates the customer’s
requirements and give a favourable impression of the Civil
Service.
Actively seek information from customers to understand their
needs and expectations.
Act to prevent problems, reporting issues where necessary.
Gain the knowledge needed to follow the relevant legislation,
policies, procedures and rules that apply to the job.
Encourage customers to access relevant information or support
that will help them understand and use services more effectively.
Take ownership of issues, focus on providing the right solution
and keep customers and delivery partners up to date with
progress.
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the
outward face of government, providing essential services to the public in a variety of roles. They work
in many different departments and agencies across the breadth of the UK, delivering service to
customers in



Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and
Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community
of people. This will offer you access to information on professional standards, skills development and
qualifications to help you continue to improve your development and performance and expand your
career options.
4
Her Majesty’s Courts and Tribunals Service
back to contents
Job Title: Security Guard RCJ
Pay Span: Band F
Background and key purpose of the role
Security's role is to maintain a safe working environment at the Royal Courts of Justice (RCJ), which
is a part of the High Court, comprising just over 100 courts, 79 located in the main Strand building
and 31 in the Rolls Building close by.
The cases heard at the RCJ are some of the most high profile ones in England and Wales, reflected
in the occupiers including our most senior Judiciary. There is a high degree of liaison with resident
and visiting Judiciary.
In addition, there are close to 1,000 members of staff. Hundreds of members of the public and the
legal professions use our facilities every day.
Teams of security personnel provide a presence 24 hours a day, 365 days a year. A security
presence is also required at the ceremonial and private functions held here in the evenings and
weekends.
Security work can be physically demanding. The staff will receive the appropriate training to support
them in this role, Court Security Officer (CSO) The Courts Act 2003.
The current high standard of customer service - acknowledged through the award of a Charter-mark
for the whole of the RCJ - must be maintained and improved upon if possible, all members of the
Security and Enforcements Section, as frontline staff, have a key role to play in this
Key responsibilities may include:

Monitoring premises and visitors via CCTV and x-ray machines, together with other security
checks such as "wanding" court uses/bag searches on arrival.

Restraining someone attending court, ejecting someone from the court or excluding someone
from the court.

Controlling access doors and gates, checking of vehicles. Searching members of the public
entering the court building. Checking pass holders passes.

Patrol of buildings and satellite buildings, keeping in contact with the Control room with the use
of hand held radios. Securing the building when it is closed to the public. Escorting
contractors, Judiciary and VIP’S etc. Generally providing a secure environment.

Dealing with enquiries from Staff, Judiciary and public within the complex.

X-Ray trained to Aviation Standard and AMD’S.
5

Responding to panic alarm buttons (PAB’S) in Judges rooms, Courts and Office’s.

Responding to any security issues within the complex and recording and reporting details of
those incidents

Issuing security passes
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably
requested by line management which are commensurate with the grade and level of responsibility of
this post.
Skills and Experience
2 GCSE’s at Grade C or above, or equivalent qualifications OR have experience of working in a
relevant role previously.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
Changing and
Improving
Making
Effective
Decisions
Leading and
Communication
Collaborating
and Partnering
Effective Behaviour
People who are effective are likely to…
 Review working practices and come up with ideas to improve the way
things are done.
 Learn new procedures, seek to exploit new technologies and help
colleagues do the same.
 Co-operate with and be open to the possibilities of change and consider
ways to implement and adapt to change in own work role.
 Be constructive in raising issues with managers about implemented
changes and the impact these are having on the service.
 Respond effectively to emergencies.
 Make and record effective decisions following the appropriate decision
making criterion.
 Ask questions when unsure.
 Undertake appropriate analysis to support decisions or
recommendations.
 Investigate and respond to gaps, errors and irregularities in information.
 Speak up to clarify decisions and query these constructively.
 Think through the implications of own decisions before confirming how
to approach a problem/issue.
 Put forward their own views in a clear and constructive manner,
choosing an appropriate communication method, e.g. email/telephone/face to face.
 Act in a fair and respectful way in dealing with others.
 Write clearly in plain simple language and check work for spelling and
grammar, learning from previous inaccuracies.
 Ask open questions to appreciate others’ point of view.
 Proactively contribute to the work of the whole team.
 Get to know fellow team members/colleagues and understand their
viewpoints and preferences.
6
Managing a
Quality Service










Seek help when needed in order to complete own work effectively.
Be open to taking on different roles.
Try to see things from others’ perspectives and check understanding.
Listen to the views of others and show sensitivity towards others.
Communicate in a way that meets and anticipates the customer’s
requirements and give a favourable impression of the Civil Service.
Actively seek information from customers to understand their needs and
expectations.
Act to prevent problems, reporting issues where necessary.
Gain the knowledge needed to follow the relevant legislation, policies,
procedures and rules that apply to the job.
Encourage customers to access relevant information or support that will
help them understand and use services more effectively.
Take ownership of issues, focus on providing the right solution and keep
customers and delivery partners up to date with progress.
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the
outward face of government, providing essential services to the public in a variety of roles. They work
in many different departments and agencies across the breadth of the UK, delivering service to
customers in



Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and
Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community
of people. This will offer you access to information on professional standards, skills development and
qualifications to help you continue to improve your development and performance and expand your
career options.
7
Her Majesty’s Courts and Tribunals Service
back to contents
Job Title: Typist
Pay Span: Band F
Background and key purpose of the role
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.
Typists provide administrative and secretarial support to the judicial process.
Although many of the tasks are straightforward, regulated by well-established guidelines and/or
detailed instructions, some initiative may be required. Advice is readily available and standard
procedures are usually followed. Typists work within a team with regular management support and
are responsible for their own time.
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.
Key responsibilities include:

Typing all pre and post tribunal work, such as statements and judgements, set asides and
corrections.

Providing support to judicial and admin colleagues and maintaining typing statistics relevant to
personal output.

A Small amount of non-audio typing, although the work will be predominantly audio.
Ad hoc office duties as set by the team leader may also include some of the following:
Administration


Correspondence



Creating, updating, distributing and tracking files, bundles, documents,
tapes;
Creating and/or maintaining databases, lists, manuals; completing
documents including standard letters, forms, applications, orders,
records, registers, statistics etc. with clearly defined information using
electronic and paper systems.
Copy/audio typing, completing standard letters, forms, registers, etc.
where the information is clearly defined.
Straightforward drafting such as acknowledgements and receipting,
confirmations, court orders, warrants etc.
Amending standard instructions, manuals and directories, circulating
and distributing documents, journals etc.
8
Post Handling

Opening, sorting, distributing and dispatching post.
Monitoring Stock

Data Entry and
recording

Including stationery and other supplies against requirements and
inventories, establishing requirements, completing order forms, stock
distribution.
resulting, checking accuracy and completeness against guidelines or a
proforma
Straightforward money handling e.g. issuing jury payments, spending
petty cash under instruction.
office and court equipment e.g. computers, fax machines, scanners,
photocopiers, franking machines, switchboards, messaging equipment,
tape and video recorders etc.
Answering standard enquiries and passing messages to others.

Operating equipment

Handling telephone
calls
Arranging meetings

Reception of parties
to court




Using electronic diaries, booking rooms and accommodation, making
travel arrangements.
Using electronic diaries, booking rooms and accommodation, making
travel arrangements.
Preparing rooms for hearings, tribunals, trials, meetings etc.
Providing Usher cover as necessary
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably
requested by line management which are commensurate with the grade and level of responsibility of
this post.
Skills & Qualifications
You are required to have

2 GCSEs at grade C or above or equivalent, or relevant experience.

A typing qualification of RSA II (or equivalent) or be prepared to sit a typing and audio aptitude
test.

Competent in audio and copy typing with a typing speed of at least 60wpm. The role involves a
high volume of typing judgments and orders.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
Changing and
Improving
Effective Behaviour
People who are effective are likely to…
 Review working practices and come up with ideas to improve the
way things are done.
 Learn new procedures, seek to exploit new technologies and help
colleagues do the same.
 Co-operate with and be open to the possibilities of change and
consider ways to implement and adapt to change in own work role.
 Be constructive in raising issues with managers about implemented
changes and the impact these are having on the service.
9
Making Effective
Decisions

Respond effectively to emergencies.

Make and record effective decisions following the appropriate
decision making criterion.
Ask questions when unsure.
Undertake appropriate analysis to support decisions or
recommendations.
Investigate and respond to gaps, errors and irregularities in
information.
Speak up to clarify decisions and query these constructively.
Think through the implications of own decisions before confirming
how to approach a problem/issue.
Put forward their own views in a clear and constructive manner,
choosing an appropriate communication method, e.g. email/telephone/face to face.
Act in a fair and respectful way in dealing with others.
Write clearly in plain simple language and check work for spelling
and grammar, learning from previous inaccuracies.
Ask open questions to appreciate others’ point of view.
Proactively contribute to the work of the whole team.
Get to know fellow team members/colleagues and understand their
viewpoints and preferences.
Seek help when needed in order to complete own work effectively.
Be open to taking on different roles.
Try to see things from others’ perspectives and check
understanding.
Listen to the views of others and show sensitivity towards others.
Communicate in a way that meets and anticipates the customer’s
requirements and give a favourable impression of the Civil Service.
Actively seek information from customers to understand their needs
and expectations.
Act to prevent problems, reporting issues where necessary.
Gain the knowledge needed to follow the relevant legislation,
policies, procedures and rules that apply to the job.
Encourage customers to access relevant information or support that
will help them understand and use services more effectively.
Take ownership of issues, focus on providing the right solution and
keep customers and delivery partners up to date with progress.





Leading and
Communication



Collaborating and
Partnering






Managing a Quality
Service







10
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the
outward face of government, providing essential services to the public in a variety of roles. They work
in many different departments and agencies across the breadth of the UK, delivering service to
customers in



Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and
Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community
of people. This will offer you access to information on professional standards, skills development and
qualifications to help you continue to improve your development and performance and expand your
career options.
11
Her Majesty’s Courts and Tribunals Service
back to contents
Job Title: Usher
Pay Span: Band F
Background and key purpose of the role
The Court Usher acts as an essential first point of contact for all the court users involved in hearings.
There will be regular contact with the judiciary, assisting the administrative staff with the smooth flow
of court work. You will meet members of the public and their legal representatives; prepare court
/hearing rooms, and complete documentation, as well as ensuring the court runs smoothly and
efficiently. You will also carry out some general clerical work as required to support the work of
HMCTS.
Although many of the tasks are straightforward, regulated by well-established guidelines and/or
detailed instructions, an Usher needs to be prepared to react quickly and professionally to situations,
some of which may be unexpected. You will be comfortable in dealing sensitively and professionally
with people from all walks of life; many of whom may be vulnerable and under stress. Advice and
support is readily available and there is little discretion to depart from standard procedures, which
may well require you to take a firm stance when those procedures are not understood or welcomed
by a court user. Ushers work within a team with regular management support and are responsible for
their own time.
Whilst initially you will be allocated to a specific court or office base, there will be a need for flexibility
to work on an ad hoc basis at other courthouses and local HMCTS offices.
Key responsibilities may include:
Administration
Correspondence
Post Handling
 Collecting and delivering files and bundles to the judiciary and clerks
ensuring they have the necessary papers
 Providing support to colleagues & judiciary outside of court / hearing
times
 General clerical work, including use of computers and Switchboard
 Filling out forms
 Operating recording equipment and maintaining records of recordings
of hearings
 Sort and deliver lists of hearings for internal & external notice boards
 Completing standard forms, etc. where the information is clearly
defined.
 Straightforward drafting such as acknowledgements and receipting,
confirmations, court orders, warrants etc.
 Opening, sorting, distributing and dispatching post as required
 Collecting and delivering post from appropriate offices
12
Monitoring Stock
Data Entry and
recording
Operating equipment
Handling telephone
calls
Arranging meetings
Reception of parties
to court
 Ensuring Court rooms are supplied against requirements for relevant
forms and stationary
 Collecting and delivering stationary around the offices
 Resulting, checking accuracy and completeness against guidelines or
a proforma, straightforward money handling e.g. issuing jury
payments, spending petty cash under instruction.
 Office and court equipment e.g. computers, fax machines, scanners,
photocopiers, switchboards, franking machines, messaging equipment,
tape, and video recorders etc.
 Answering standard enquiries and passing messages to others.
 Preparing rooms for hearings, tribunals, trials, meetings and clearing
the court / hearing room down at the end of the day etc.
 Using electronic diaries
 Including members of the public, judiciary, juries, solicitors and
barristers, the police, representatives of external Agencies etc.
 Providing information related to proceedings, escorting court users into
and from the building, swearing oaths etc.
 Calling people into court / hearing rooms in priority order, discussing
with Court Clerks and Legal Advisers and liaising with the Witness
Service as necessary
 Answering face to face enquiries
 Keeping parties informed of changes e.g., of courtrooms and hearing
times
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably
requested by line management which are commensurate with the grade and level of responsibility of
this post.
Skills & Qualifications
2 GCSE’s at Grade C or above, or equivalent qualifications OR have experience of working with the
public in a busy public service environment. Ability to use a computer at the level required for the
work.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
Changing and
Improving
Effective Behaviour
People who are effective are likely to…
 Review working practices and come up with ideas to improve the
way things are done.
 Learn new procedures, seek to exploit new technologies and help
colleagues do the same.
 Co-operate with and be open to the possibilities of change and
consider ways to implement and adapt to change in own work role.
 Be constructive in raising issues with managers about
implemented changes and the impact these are having on the
13
Making Effective
Decisions







Leading and
Communication



Collaborating and
Partnering






Managing a Quality
Service







service.
Respond effectively to emergencies.
Make and record effective decisions following the appropriate
decision making criterion.
Ask questions when unsure.
Undertake appropriate analysis to support decisions or
recommendations.
Investigate and respond to gaps, errors and irregularities in
information.
Speak up to clarify decisions and query these constructively.
Think through the implications of own decisions before confirming
how to approach a problem/issue.
Put forward their own views in a clear and constructive manner,
choosing an appropriate communication method, e.g. email/telephone/face to face.
Act in a fair and respectful way in dealing with others.
Write clearly in plain simple language and check work for spelling
and grammar, learning from previous inaccuracies.
Ask open questions to appreciate others’ point of view.
Proactively contribute to the work of the whole team.
Get to know fellow team members/colleagues and understand their
viewpoints and preferences.
Seek help when needed in order to complete own work effectively.
Be open to taking on different roles.
Try to see things from others’ perspectives and check
understanding.
Listen to the views of others and show sensitivity towards others.
Communicate in a way that meets and anticipates the customer’s
requirements and give a favourable impression of the Civil Service.
Actively seek information from customers to understand their
needs and expectations.
Act to prevent problems, reporting issues where necessary.
Gain the knowledge needed to follow the relevant legislation,
policies, procedures and rules that apply to the job.
Encourage customers to access relevant information or support
that will help them understand and use services more effectively.
Take ownership of issues, focus on providing the right solution and
keep customers and delivery partners up to date with progress.
14
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the
outward face of government, providing essential services to the public in a variety of roles. They work
in many different departments and agencies across the breadth of the UK, delivering service to
customers in



Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and
Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community
of people. This will offer you access to information on professional standards, skills development and
qualifications to help you continue to improve your development and performance and expand your
career options.
15
Her Majesty’s Courts and Tribunals Service
back to contents
Job Title: Usher-Clerical Assistant
Pay Span: Band F
Background and key purpose of the role
This is a role which balances both Usher and clerical duties equally allowing you to work where
needed, being an essential first point of contact for all the court users involved in hearings as an
Usher whilst providing excellent general administrative support to the various teams within HMCTS.
There will be regular contact with the judiciary, assisting the administrative staff with the smooth flow
of court work. You will meet members of the public and their legal representatives; prepare court
/hearing rooms, and complete documentation, as well as ensuring the court runs smoothly and
efficiently.
Although many of the tasks are straightforward, regulated by well-established guidelines and/or
detailed instructions, you will need to be prepared to react quickly and professionally to situations,
some of which may be unexpected. You will be comfortable in dealing sensitively and professionally
with people from all walks of life; many of whom may be vulnerable and under stress. Advice and
support is readily available and there is little discretion to depart from standard procedures, which
may well require you to take a firm stance when those procedures are not understood or welcomed
by a court user. You will work within a team with regular management support.
Whilst initially you will be allocated to a specific court or office base, there will be a need for flexibility
to work on an ad hoc basis at other courthouses and local HMCTS offices.
Key responsibilities may include:
Administration








Collecting and delivering files and bundles to the judiciary and clerks
ensuring they have the necessary papers
Providing support to colleagues & judiciary outside of court / hearing
times
Operating recording equipment and maintaining records of recordings
of hearings
Creating, updating, distributing and tracking files, bundles, documents,
tapes;
Creating and/or maintaining databases, lists, manuals; completing
documents including standard letters, forms, applications, orders,
records, registers, statistics etc. with clearly defined information using
electronic and paper systems.
Maintaining the Court Library (including e-transcripts and books)
Sorting and delivering lists of hearings for internal and external notice
boards
Sort and deliver lists of hearings for internal & external notice boards
16
Correspondence



Post Handling
Monitoring Stock





Data Entry and
recording


Copy/audio typing, completing standard letters, forms, registers, etc.
where the information is clearly defined.
Straightforward drafting such as acknowledgements and receipting,
confirmations, court orders, warrants etc.
Amending standard instructions, manuals and directories, circulating
and distributing documents, journals etc.
Opening, sorting, distributing and dispatching post
Collecting and delivering post from appropriate offices
Including stationery and other supplies against requirements and
inventories, establishing requirements, completing order forms, stock
distribution
Ensuring Court rooms are supplied against requirements for relevant
forms and stationary
Collecting and delivering stationary around the offices
Resulting, checking accuracy and completeness against guidelines or
a proforma,
Straightforward money handling e.g. issuing jury payments, spending
petty cash under instruction.
Office and court equipment e.g. computers, fax machines, scanners,
photocopiers, switchboards, franking machines, messaging equipment,
tape, and video recorders etc.
Answering standard enquiries and passing messages to others.
Operating equipment

Handling telephone
calls

Arranging meetings
 Preparing rooms for hearings, tribunals, trials, meetings and clearing
the court / hearing room down at the end of the day etc.
 Using electronic diaries, booking rooms and accommodation, making
travel arrangements.
 Including members of the public, judiciary, juries, solicitors and
barristers, the police, representatives of external Agencies etc.
 Providing information related to proceedings, escorting court users into
and from the building, swearing oaths etc.
 Calling people into court / hearing rooms in priority order, discussing
with Court Clerks and Legal Advisers and liaising with the Witness
Service as necessary
 Answering face to face enquiries
 Keeping parties informed of changes e.g., of courtrooms and hearing
times
Reception of parties
to court
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably
requested by line management which are commensurate with the grade and level of responsibility of
this post.
Skills & Qualifications
2 GCSE’s at Grade C or above, or equivalent qualifications OR have experience of working with the
public in a busy public service environment. Ability to use a computer at the level required for the
work.
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Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 1.
Changing and
Improving
Making
Effective
Decisions
Leading and
Communication
Collaborating
and Partnering
Managing a
Quality Service
Effective Behaviour
People who are effective are likely to…
 Review working practices and come up with ideas to improve the way
things are done.
 Learn new procedures, seek to exploit new technologies and help
colleagues do the same.
 Co-operate with and be open to the possibilities of change and consider
ways to implement and adapt to change in own work role.
 Be constructive in raising issues with managers about implemented
changes and the impact these are having on the service.
 Respond effectively to emergencies.
 Make and record effective decisions following the appropriate decision
making criterion.
 Ask questions when unsure.
 Undertake appropriate analysis to support decisions or
recommendations.
 Investigate and respond to gaps, errors and irregularities in information.
 Speak up to clarify decisions and query these constructively.
 Think through the implications of own decisions before confirming how
to approach a problem/issue.
 Put forward their own views in a clear and constructive manner,
choosing an appropriate communication method, e.g. email/telephone/face to face.
 Act in a fair and respectful way in dealing with others.
 Write clearly in plain simple language and check work for spelling and
grammar, learning from previous inaccuracies.
 Ask open questions to appreciate others’ point of view.
 Proactively contribute to the work of the whole team.
 Get to know fellow team members/colleagues and understand their
viewpoints and preferences.
 Seek help when needed in order to complete own work effectively.
 Be open to taking on different roles.
 Try to see things from others’ perspectives and check understanding.
 Listen to the views of others and show sensitivity towards others.
 Communicate in a way that meets and anticipates the customer’s
requirements and give a favourable impression of the Civil Service.
 Actively seek information from customers to understand their needs and
expectations.
 Act to prevent problems, reporting issues where necessary.
 Gain the knowledge needed to follow the relevant legislation, policies,
procedures and rules that apply to the job.
 Encourage customers to access relevant information or support that will
help them understand and use services more effectively.
 Take ownership of issues, focus on providing the right solution and keep
customers and delivery partners up to date with progress.
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Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the
outward face of government, providing essential services to the public in a variety of roles. They work
in many different departments and agencies across the breadth of the UK, delivering service to
customers in



Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and
Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community
of people. This will offer you access to information on professional standards, skills development and
qualifications to help you continue to improve your development and performance and expand your
career options.
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