External Courts Service, Service Officer

1. THE ROLE

This role provides support to the judiciary, staff and members of the public who attend Letterkenny Courthouse and Buncrana Courthouse.

Duties carried out by Service Officers include, but are not limited to:

·         Facilitate the smooth running of reception areas - the Service Officer will be required to carry out reception desk duties that involve dealing with queries and deliveries from colleagues and visitors, both in person and by telephone, in a prompt and courteous manner.

·         Be part of the customer service for the courts service as often you are the first interaction the public will have with the Courts Service.

·         Collection, sorting and delivery of internal and external mail to include letters, parcels, newspapers, periodicals, etc.

·         Key-holder duties including opening and locking of office/courtrooms in the morning/evening/throughout the day, attending to alarm call-outs*

·         Covering of duties within Letterkenny Courthouse to include opening and closing of the Courthouse in Buncrana.

·         Monitoring repairs and similar issues and liaising with relevant contractors.

·         Maintain log of attendees/contractors in building.

·         Assist with maintaining our buildings including the raising of relevant tickets, where appropriate, to ensure issues are identified and resolved.

·         Be familiar with functions and business of the Courts Service.

·         Wear a uniform if supplied and to always maintain a clean and tidy appearance.

·         Management of deliveries of goods/supplies.

·         Perform such other duties as may be directed by the Combined Office Manager as appropriate.

·         Be part of the fire evacuation team, to perform weekly fire alarm testing if required and assist in the event of a fire with the evacuation procedures

·         Performing Court Assistant duties, including but not limited to: directing court users to their designated seats, ensuring fire exits remain clear and unblocked,

·         Assisting in security incidents by coordinating with court Gardaí, including contacting them directly if the registrar is unavailable.

·         Working closely with Combined Office Manager to identify and support any court users who may be disruptive, ensuring their concerns are addressed appropriately while maintaining a respectful and smooth court environment for all participants

Given the nature of the role, the candidate must be capable of physical work (manual handling is a requirement and suitable training will be provided) as movement of office machinery, furniture and equipment is required.

* A key-holding allowance may be payable where the full range of key-holding duties are undertaken.

Note: The above list is intended to be a guide and is neither definitive nor restrictive. It will be subject to periodic review with the post-holder.

3. Essential Requirements:

·         Leaving Certificate or equivalent.

·         Possess a good standard of English, both spoken and written.

·         Experience of working in a team.

·         Experience of dealing with the public.

·         Satisfactory character references.

·         Adherence to relevant health and safety measures and protocols.

·         Flexibility is a key element of the role and Services Officers may be assigned at any given time to perform general duties, depending on the operational requirements of Letterkenny Court Office.

Candidates will be expected to demonstrate the following capabilities:

·       Building Future Readiness

·       Evidence Informed Delivery

·       Communicating & Collaborating

Desirable

·         Computer Skills to ECDL or similar level.

·         Previous experience as a Service Officer or in a similar role.

·         Post room experience.

·         Flexibility regarding overtime would also be an advantage.

4. APPLICATION PROCESS

Application should be made by logging into the advertisement link.

The closing date is 12noon on 22 May 2026. Applications received after the closing date and time will not be accepted.

Candidates who do not hold or do not demonstrate the skills and experience will not be called for interview.

The admission of a person to a competition, or invitation to attend an interview, is not to be taken as implying the Courts Service is satisfied such a person fulfils the requirements of the competition or is not disqualified by law from holding the position and does not carry a guarantee that your application will receive further consideration. It is important, therefore, for candidates to note that the onus is on them to ensure that they meet the eligibility requirements for the competition before attending for interview. If a candidate does not meet these essential entry requirements but nevertheless attends for interview, that candidate will be putting him or herself to unnecessary expense.

It is important to note the onus is on applicants to ensure the eligibility requirements for the competition are met before attending for interview.

The Courts Service accepts no responsibility for communication not accessed or received by an applicant.

5. Selection Methods

The Selection Process will involve:

·         Assessment of candidates, on the basis of the information contained in their CV (No more than two pages) & Cover Letter

·         a competitive interview

Assessment

The Courts Service will short list to select a group for interview who, based on an examination of the CV & cover letter, appear to be the most suitable for the position.

Those that demonstrate evidence at the required level will be called to interview.

Skills and capabilities

Candidates should demonstrate that they have the ability to carry out successfully the duties of the role, as well as the general skills and capabilities namely:

Building Future Readiness

“Delivering excellent public policy and services requires us to embrace change and innovation. We strive to create an inclusive customer centric strategy and vision that keeps pace with environmental, social and technological changes. Adopting an agile and digital-first approach, we will continually upskill, change and improve how we do things to meet current and future demands.”

Digital Focus

• Utilises technology and digital skills to drive efficiencies and support better service delivery

Openness to Change

• Shows interest and openness to change, innovation and new technology or processes
• Willing to try new approaches, seeking support when needed and openly sharing and learning from mistakes

Innovation & Creative Solutions

• Puts forward innovative ideas, creative solutions or helpful suggestions, no matter how small

Building Expertise & Upskilling for the Future

• Enthusiastic about development opportunities, demonstrating a positive attitude, openness to feedback and willingness to learn
• Committed to improving knowledge and skills for the future
• Develops specialist expertise in their area, through listening and learning from others

Evidence Informed Delivery

“Delivering excellent public policy and services requires us to make evidence based and well-informed judgements and decisions, prioritise objectives and effectively manage resources, using relevant information to evaluate the delivered outcome to ensure maximum benefit for the people we serve”

Delivering Excellence

Managing Work Effectively

• Manages, plans and prioritises workload to ensure targets and deadlines are met
• Works in a systematic, organised and efficient manner
• Uses their time effectively, seeking additional work or volunteering to support others during quiet periods

Delivering Quality Outcomes & Service

• Maintains a focus on quality, accuracy and attention to detail, even when completing routine tasks
• Delivers high quality and professional customer service
• Actively seeks support, checks and reviews their work to ensure high standards

Attitude, Ownership & Flexibility

• Takes ownership and responsibility over work, strives to become self-sufficient in their area of responsibility
• Gets up to speed with new tasks or roles at an appropriate pace and asks questions to ensure correct understanding
• Flexible, agile and resilient in the face of challenges or changing demands, maintaining a ‘can-do’ attitude and seeking support as necessary

Handling Information, Problems and Decisions

Gathering & Processing Information

• Ability to gather, understand and work with information from a range of different sources
• Handles all information and data carefully, particularly when dealing with sensitive or confidential matters
• Checks, processes, and interprets information and data, in an accurate and timely manner

Problem Solving

• Identifies and solves problems in an effective and efficient manner, with support
• Understands when to escalate issues, sharing all relevant information and working with others to find a solution

Informed Judgement & Decision Making

• Makes good judgements and decisions, considering the available information and following the relevant procedures or protocol
• Makes appropriate and timely decisions on matters within own remit, seeking support and referring decisions upward, where necessary

Communicating & Collaborating

“Delivering excellent public policy and services requires us to work together, build relationships and collaborate enabling a joined up, whole-of-Government approach. Effective engagement and communication with our customers, clients and colleagues will enhance and build trust in our services.”

Collaboration, Teamwork & Building Relationships

• Utilises interpersonal skills to build positive and effective working relationships, even in a blended or hybrid working environment
• Effective collaboration and teamworking skills, plays their part and works well with team members

Effective Communication

• Communicates in a clear, helpful and appropriate manner verbally, digitally, and in writing
• Willing to communicate openly, sharing their views, thoughts and concerns
• Keeps others updated, sharing all relevant details
• Approaches difficult conversations with care and professionalism, seeking support when required

Engaging, Including & Listening

• Listens carefully to others and takes on board their views, guidance and feedback
• Appreciates diversity and makes an effort to listen, include and engage with a variety of people

Candidates with Disabilities

The Courts Service has a key role to play in attracting candidates from all sectors of society, ensuring that routes to career opportunities are accessible to all who are interested. We are committed to equality of opportunity for all candidates. If you have a disability or need reasonable accommodation made during the selection process, we strongly encourage you to share this with us so that we can ensure you get the support you need.

Reasonable accommodation in our selection process refers to adjustments and practical changes which would enable a disabled candidate to have an equal opportunity for this competition. Examples of adjustments we provide include the use of assistive technology, extra time, scribes and/or readers or a range of other accommodations.

Please be assured that having a disability or requiring adjustments will not impact on your progress in the selection process; you will not be at a disadvantage if you disclose your disability or requirements to us. Your disability and/or adjustments will be kept entirely confidential.

6. Interviews

Interviews will take place in Letterkenny Courthouse. Interviews will be structured in format, with candidates asked to provide examples of the capabilities for the role as outlined in Section 5 of this document.

Interview

Candidates will be required to detail their experiences under the capabilities. The capabilities will be thoroughly and systematically assessed at interview to assess suitability for the grade of Service Officer.

The board may ask about the experience described on the CV and cover letter or they may ask for other examples.

It is anticipated the interview will last 45 minutes.

Marks allocated at interview

Each of the capabilities will carry equal marks of 40 therefore a total of 120 marks is available.

Candidates are required to achieve 20 marks or more in each capability to be considered for progression to the panel.

Panel Formation

Following the interview process a panel will be formed for the purpose of filling Service Officer positions in Letterkenny.

Candidates will be ranked in order of merit based on performance at interview.

This panel will remain in place until 31 December 2027 from the date of formation of the panel or until the exhaustion of the panel whichever is the earlier.

Candidates who have not been offered a position at the expiry of the panel will have no claim to any further positions thereafter because of having been on the panel.

Confidentiality

Candidates can expect that all enquiries, applications and all aspects of the proceedings to the extent that they are managed by the Courts Service are treated as strictly confidential subject to the provisions of the Freedom of Information Act 2014. However, candidates should note that all application material may be made available to the interview board. Certain items of information, not specific to any individual, are extracted from computer records for general statistical purposes.

Garda Vetting

Garda vetting will be sought in respect of individuals who come under consideration for appointment. The applicant will be required to complete and return a Garda Vetting form should they come under consideration for appointment.

This form will be forwarded to An Garda Siochána for security checks on all Irish and Northern Irish addresses at which they resided. Enquiries may also be made with the police force of any country in which the applicant under consideration for appointment resided. If the applicant subsequently comes under consideration for another position, they will be required to supply this information again.

Other important information

The Courts Service will not be responsible for refunding any expenses incurred by candidates.

Prior to recommending any candidate for appointment to this position the Courts Service will make all such enquiries that are deemed necessary to determine the suitability of that candidate. Until all stages of the recruitment process have been fully completed a final determination cannot be made nor can it be deemed or inferred that such a determination has been made.

Should the person recommended for appointment decline, or having accepted it, relinquish it, or if an additional vacancy arises the Courts Service may, at its discretion, select and recommend another person for appointment on the results of this selection process.

Review and Complaint Procedures under the Code of Practice for Appointments to Positions in the Civil and Public Service

If a candidate is unhappy following the outcome of any stage of a selection process, they can either:

1.     Request a Review of a decision made during the process Or

2.     Make a Complaint that the selection process followed was unfair

A candidate can follow either one of the two procedures in relation to the same aspect of a selection process, but not both. Where a review of a selection process has taken place under Section 7 (as detailed below), a complainant may not seek a further review of the same process under Section 8, other than in the most exceptional circumstances that will be determined by the Commission for Public Service Appointments (CPSA) at its sole discretion.

There is no obligation on the Courts Service to suspend an appointment process while a Review or Complaint is being considered. However, the CPSA expects that, where possible, the Courts Service will intervene in cases where it finds an error is likely to have occurred.

Requesting a Review under Section 7

A request for review may be taken by a candidate should they be dissatisfied with an action or decision taken by the Courts Service. The Courts Service will consider requests for review in accordance with the provisions of Section 7 of the Code of Practice for Appointments to Positions in the Civil and Public Service published by the CPSA.

When making a request for a review, the candidate must support their request by outlining the facts they believe show that the action taken or decision reached was wrong. A request for review may be refused if the candidate cannot support their request.

The Informal Review will consist of a desk-based examination of any available information in relation to the recruitment process and the decision taken regarding the candidate’s application. The outcome of the Informal Review Process will be communicated to the requester in writing.

•       A request for Informal Review must be made within 5 working days of notification of the decision and will normally take place between the candidate and a representative of the Courts Service who had played a key role in the administration of the selection process.

•       Where a candidate remains dissatisfied following any such informal discussion, he/she may adopt the formal procedures set out below.

A request for Formal Review must be made within 5 working days of either the notification of the selection decision, or the notification of the outcome of the Informal Review process. Any extension of these time limits will only be granted in the most exceptional of circumstances and will be at the sole discretion of the Chief Executive.

•       The candidate must address his/her concerns in relation to the process in writing to the Personnel Officer of the Courts Service (via email to careers@courts.ie, or in writing to Personnel Officer, Human Resources, 15/24 Phoenix Street North, Smithfield, Dublin 7), outlining the facts that they believe show an action taken or decision reached was wrong.

•       The Formal Review will be conducted by a person who is completely independent of the selection process

•       The outcome of the Formal Review must generally be notified to the candidate within 25 working days of receipt of the request for review. If the investigation does not produce a decision within this time, the Courts Service must keep the candidate informed of the status of the review and the reasons for the delay.

Tenure

The appointment is to a permanent position in the Civil Service.

Salary

The salary scale for the position (rates effective from February 2026) is as follows:

Service Officer - Personal Pension Contribution Salary Scale:

€608.24, €668.05, €679.51, €729.21, €771.66, €808.95 (MAX), €834.52 (LSI[1]), €874.42 (LSI[2]

The PPC pay rate applies when the individual is required to pay a Personal Pension Contribution (otherwise known as a main scheme contribution) in accordance with the rules of their main/personal superannuation scheme. This is different to a contribution in respect of membership of a Spouses’ and Children’s scheme, or the Additional Superannuation Contributions (ASC). A different rate will apply where the appointee is not required to make a Personal Pension Contribution.

Salary is payable fortnightly in arrears by Electronic Funds Transfer (EFT) into a bank account of the appointees’ choice. Payment cannot be made until an appointee supplies a bank account number and bank sort code to the Human Resources Unit of the Courts Service. Statutory deductions will be made from salary as appropriate by the Courts Service.

¹ After 3 years satisfactory service at the maximum.

² After 6 years satisfactory service at the maximum.