Job Description

Who 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 making sure convicted parties comply with fines and other financial penalties imposed by the criminal courts. This department is also responsible for compliance with Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.

Key purpose of the role

Staff 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 & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for The Criminal Fines Collection and Enforcement Service.
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 a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.??
The contact centre offers a service between 8:00?- 17:00 Monday to Friday and contact agents are required to work between these times?on a scheduled basis.
The Cwmbran office is in the middle of the town centre with free all-day parking.

Successful candidates will:
" You will confidently answer a range of telephone enquiries for the Criminal Fines collection and Enforcement Contact Centre
" You will need excellent communications skills.
" You will need to be able to be empathetic towards our customers and work with us to solve problems.
" You will need to update?records on our in house computer system following contact.
" You will deliver a helpful, prompt, polite and "right first time" service to our customers.


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.