Customer Service Advisor

Location: Stoke-on-Trent

Customer Service Advisor - Online Civil Money Claims

Location:

HMCTS Bennett House, Town Road, Hanley, Stoke-on-Trent, Staffordshire, ST1 6AU

Working Arrangement:
Office-based for approximately 8 weeks, then hybrid (60% office attendance required per week)

Hourly Rate: £12.36 per hour, increasing to £13.25 per hour after 12 weeks

Hours:

37 hours per week, Monday - Friday, 9:00am - 5:00pm (flexibility required)

Contract:

Temporary until September 2026

Start Date:

Monday 30th March 2026
Minimal holiday can be accommodated within the first 4-6 weeks.

About the Role

Brook Street, in partnership with HM Courts & Tribunals Service, is offering a fantastic opportunity to join their team as a Customer Service Advisor.

This is an excellent opportunity to gain valuable experience within the Public Sector while supporting individuals through important legal processes.

As a Customer Advisor, you will act as the first point of contact for service users. You will handle inbound calls, provide clear and accurate guidance on applications and court-related queries, and ensure every caller receives an accessible, inclusive, and supportive service.

This is primarily a telephone-based contact centre role, with some administrative responsibilities. You must be comfortable spending the majority of your day on calls and communicating clearly with a wide range of people.

Key Responsibilities for Customer Service Advisor

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

Requirements for Customer Service Advisor

Successful candidates will be subject to a basic DBS check
A minimum of 3 years' referencing is required

How to Apply

If this role is of interest to you, please apply online today.

Due to a high volume of applications, only shortlisted candidates may be contacted.

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