Customer Advisor

Overview

HMCTS - Customer Advisor - Divorce Service Line.

Location:

HMCTS Bennett House Town Road, Hanley, Stoke on Trent, Staffordshire ST1 6AU
. Office based. Hourly rate: £12.36 per hour, increasing to £13.25 after 12 weeks. Working days/hours: 37 hrs per week. Rota/shift based - Monday to Friday 9am–6pm.

Contract:

temporary for 6 months, with potential extension pending performance and business needs.

As a Customer Advisor, you ll be the first point of contact for service users, handling inbound calls and providing clear, accurate guidance on applications and court-related queries. You ll offer reassurance, signposting, and practical information, ensuring every caller receives an accessible and inclusive service.

This is a telephone-based contact centre role with minimal administration, so you ll be comfortable spending most of your day on calls and communicating clearly with a wide range of people.

• Handling inbound calls from members of the public and professional users
• Providing updates, guidance, and signposting on divorce applications and court cases
• Accurately processing and updating high-volume case information
• Explaining processes clearly so customers know what to expect
• Managing short-term queries with empathy, resilience, and professionalism

Basic DBS

• Training hours: 9:00am–5:00pm, Monday to Friday
• First 3–4 weeks focused on administration and systems
• Progression into 2 weeks call-handling training after consolidation

Please note that a period of 6 months or longer spent outside the UK in the last 5 years will require an additional overseas police check. Responsibility of the candidate to provide.

Brook Street are proud to support the Armed Forces Covenant and guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all 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. If you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all essential criteria, please reach out via the Brook Street website to register your interest.

We are committed to engaging with you. In cases with high volumes of ex-military candidates/military spouses/partners, Brook Street will interview the best candidates from within that group.