MOJ- CNBC

Helpdesk - Call Handler
Location: St Katherine House 21-27 St. Katherines Street Northampton NN1 2LH
HYBRID after training is completed. 60% Office 40% WFH
Hourly rate: 13.25 per hour
Working Days/Hours: 37hrs per week. Monday - Friday 8am - 5pm
Contract: This a temporary position until March 2026 but due to be extended pending performance and business needs.

Brook Street in partnership with Ministry of Justice has a fantastic opportunity to join their team as a Helpdesk - Call Handling. This is great opportunity to gain valuable exposure/experience working within the Public Sector.

Experience Needed/desired for call handler:

Dealing with customers
Clear and understandable
Time management
IT skills
Confident with technology
Are able to deal with difficult customers
Proactive thinking
Customer service

List the duties/ responsibilities for Call Handler:

Have a positive approach and a can-do attitude. You'll need to be open to change and not be afraid to take on challenges.
Have flexibility and the ability to adapt across teams and processes. You'll need to demonstrate flexibility in your thinking and be able to adapt to new situations, including those outside your area.
Work in a fast-paced, challenging environment with the customer at the heart of everything we do.
Field calls from the public seeking assistance issuing or responding to their claim
Keeping regular contact with court staff at processing sites throughout the country
Deliver customer query resolution across various customer contact channels. Consistently meeting performance indicators for accuracy and timeliness is required across all channels

Clearance level (to be applied for by Brook Street upon a successful application):
Basic DBS

Training provided, what is their training plan and location of training:
No annual leave during training period. Group training with a member of staff and e-learning, then they will reach out to the team for help/assistant.

Additional clearance if applicable:
Please note that period of 6 months or longer spent outside of the UK in the last 5 years will unfortunately require an additional overseas police check, this will be the responsibility of the candidate to provide.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.