Service Officer

1. THE ROLE

This role provides support to the judiciary, staff and members of the public who attend courthouses in Dublin Metropolitan District offices of the Courts Service.

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*

·         Covering of duties within the Dublin region to include opening and closing of building if requested to do so.

·         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 and have active involvement in the Dublin Facilities Support Desk.

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

·         Perform such other duties as may be directed by the Head Services Officer or Estate Management Unit 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 the Judge and Registrar 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 to various buildings at any given time to perform general duties, depending on the operational requirements of the Department.

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.

Please complete a cover letter and upload your CV.

The closing date is 12noon on 10 June 2025. 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 & 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 competencies

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

Teamwork

·         Shows respect for and builds good working relationships with colleagues and co-workers.

·         Plays a full and constructive part in the team.

·         Is supportive and helpful to colleagues.

Initiative and Problem Solving

·         Comes up with practical solutions to work problems.

·         Is willing to be flexible within the context of the job profile and finds ways to work around a problem.

Customer Service and Communication Skills

·         Listens to customers and is respectful, courteous and professional.

·         Tries to calm down difficult situations when dealing with people who are unhappy/angry.

·         Communicates clearly and fluently.

Delivery of Results

·         Approaches and carries out all work in a thorough and organised manner.

·         Completes work on time consistently and to a high standard.

Drive and Commitment

·         Takes pride in a job well done, even if work is routine or less pleasant.

·         Is interested in work and doing the job well.

Specialist Knowledge, Expertise and Self Development

·         Develops and maintains the skills and expertise required to perform in the role effectively.

·         Understands the importance of Health & Safety in the workplace and follows safety guidelines.

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 Dublin city centre. Interviews will be structured in format, with candidates asked to provide examples of the competencies for the role as outlined in Section 5 of this document.

Interview

Candidates will be required to detail their experiences under the competencies. The competencies 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 six competencies carry marks of:

Teamwork (60)

Initiative and Problem Solving (60)

Customer Service and communication Skills (60)

Delivery of Results (60)

Drive & Commitment (60)

Specialist Knowledge, Expertise and Self Development (60)

therefore, a total of 360 marks is available for the interview.

Candidates are required to achieve 50% or more in each competency to be considered for a place on the panel.

Panel Formation

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

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

This panel will remain in place until 31 July 2026 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.

Making a Complaint under Section 8

A candidate may believe there was a breach of the Commission’s Code of Practice by the Courts Service that may have compromised the integrity of the decision reached in the appointment process. The complaints process enables candidates to make a complaint under Section 8 to the Courts Service in the first instance, and to the Commission for Public Service Appointments subsequently on appeal if they remain dissatisfied.

On foot of a Section 8 Complaint process, either the Courts Service or the CPSA may find that the recruitment and selection process in question has not adhered to the standard set out in the Code of Practice. In such cases, the Courts Service and the CPSA may make recommendations in order to prevent such issues from reoccurring again in the future. The CPSA cannot instruct the Courts Service to reverse a decision taken in the course of an appointment process. Any candidate wishing for an investigation into the decision taken regarding their application as part of a selection process should request a Review under Section 7, as outlined above.

The complainant must outline the facts that they believe show that the process followed was wrong. The complainant must also identify the aspect of the Code they believe has been infringed and enclose any relevant documentation that may support the allegation. A complaint may be dismissed if they the complainant cannot support their allegations by setting out how the Public Appointments Service has fallen short of the principles of this Code.

The Informal Complaint will consist of a desk-based examination of any available information in relation to the recruitment process. The outcome of the Informal Complaint will be communicated to the requester in writing.

•       An Informal Complaint 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 Formal Complaint must be made within 5 working days of either the notification of the selection decision, or the notification of the outcome of the Informal Complaint. 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 Complaint will be investigated by a person who is completely independent of the selection process.

•       The outcome of the Formal Complaint 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.

For further information on the above Review and Complaint procedures please see the Code of Practice for Appointments to Positions in the Civil and Public Service which is available on the website of the Commission for Public Service Appointments, www.cpsa.ie

Salary

The salary scale for the position (rates effective from March 2025) is as follows:

Service Officer - Personal Pension Contribution Salary Scale:

€559.97, €588.25, €598.97, €621.52, €641.70, €653.78, €667.88, €684.86, €713.91 (MAX), €728.27 (LSI[1]), €751.11 (LSI[2]

New entrants to the Civil Service will be appointed to the first point of the (PPC) salary scale.

¹ After 3 years satisfactory service at the maximum.

² After 6 years satisfactory service at the maximum.