£12.36 - £12.53 per hour + Increase to £12.53 after 12 weeksPay: £12.36 (first 12 weeks) increasing to £12.53 thereafterWho Are We?Criminal Fines Collection and Enforcement (Enforcement) is a key function within HM Courts and Tribunal Service (HMCTS). Enforcement employs approximately 1,500 staff across 50 locations in England and Wales. We are responsible for ensuring convicted parties comply with fines and other financial penalties imposed by the criminal courts. This department also manages compliance with Confiscation Orders imposed by Crown Courts and the payment of Fixed Penalty tickets issued by police forces.Key purpose of the roleStaff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals, and other offices within HMCTS. The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact and Compliance Centre in Cwmbran is a busy centre operating a centralized telephony service for courts and tribunals, receiving up to 10,000 calls per week.The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in difficult and stressful situations; therefore, great importance is placed on handling calls with empathy and understanding. In addition to providing excellent service to external customers, agents will be in regular contact with court and tribunal staff across the country.The contact centre operates between 9:00 and 17:00, Monday to Friday, and contact agents are required to work within these hours on a scheduled basis.The Cwmbran office is centrally located with free all-day parking. While the post holder will be allocated to a specific office base, there may be a need for flexibility to work at other local HMCTS offices on an ad hoc basis.Successful candidates will:Confidently answer a range of telephone enquiries for the Criminal Fines Collection and Enforcement Contact CentrePossess excellent verbal and written communication skillsBe empathetic towards customers and work collaboratively to solve problemsUpdate records on our in-house computer system following contactDeliver a helpful, prompt, polite, and accurate service to customersBrook Street is proud to support the Armed Forces Covenant and guarantees to interview all candidates who are veterans or spouses/partners of military personnel, provided they meet all essential criteria for the vacancy.As a Disability Confident Leader and holder of the Gold Award from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), offers a guaranteed interview to eligible candidates.If you identify as having a disability or as a veteran or spouse/partner of military personnel and meet all the essential criteria, we encourage you to contact us via the Brook Street website to register your interest. We are committed to engaging with you.In cases of high volume of military candidates meeting all criteria, Brook Street will interview the top candidates from this group.

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