Careers at Metropolitan Magistrates Courts

Customer Service Officers are often the frontline face of the organisation, performing various duties in and out of the public eye.

The Customer Service Officer at metropolitan court locations is responsible for delivering high-quality customer service to internal and external stakeholders. This role involves providing advisory services regarding the practices and procedures of the Magistrates Court of Western Australia to customers.

The Role

Customer Service Officers have the opportunity to perform different roles across the court enabling team members to become multi skilled and enjoy the challenge of learning new things and undertaking varied tasks. Some of the different roles include:

Registry Officers contribute to the overall efficiency and effectiveness of the court undertaking data entry, record keeping, document management, liaising with internal and external customers by phone and email and other administrative duties.

Front Counter Officers are the face of the court providing quality information and assistance to internal and external customers attending to enquires in a fast-paced and busy environment.

The Clerk of the Court is responsible for assisting with the effective management of the non-judicial functions of the Court and presides over a range of judicial and quasi-judicial proceedings.

The position also provides support to the judiciary in the effective case management of Court sittings.

The Role

Includes but is not limited to:

• Oversee the work health and safety (WHS) in their areas of responsibility consistent with statutory obligations and departmental policies. This includes but is not limited to raising awareness of WHS requirements with their staff, resolving health and safety hazards in their areas of responsibility and ensuring the timely reporting of incidents.
• Supervise a range of judicial and quasi-judicial proceedings for this Court. Perform the functions and duties and exercise the powers associated with the various statutory appointments of the Court. Participate in reviews of legislation for its effectiveness and implications on Court procedures and resources.
• Maintain a close working partnership with Court management and the judiciary, and chair meetings involving internal and external stakeholders.
• Monitor and manage resources to ensure appropriate allocation to meet the needs of customers.
• Provide support services to the management team and magistrates to achieve customer service outcomes, which includes:
  • Providing assistance on a range of issues
  • Providing advice on registry practices and procedures to all client groups
  • Managing and responding to difficult client enquiries and correspondence in relation to the registry
  • Liaising with Court users to ensure the provision of timely, accurate and detailed level of service to customers.
• Contribute to the management and procurement of assets, facilities, technology and systems. Promote and achieve a positive and innovative organisational culture.
• Identify and implement continuous improvement strategies within the Court.
• Participate in identification of initiatives to continuously improve the services provided within the region.

The Judicial Support Officer role provides a high level of assistance to court managers/Clerk of the Courts and the judiciary.

This responsibilities of these roles includes providing judicial support to magistrates in a court environment and to provide training to other staff as required.

The Role

Includes but is not limited to:

• Plans, schedules and monitors the workload within the team.
• Maintains timely management and movement of documents and files.
• Liaises with internal and external court users to ensure the provision of timely accurate and detailed level of service.
• Deals with difficult client enquiries and correspondence.
• Provides advice on Court practices and procedures to all client groups.
• Prepares and verifies court accounting information.
• Provides direction and support to achieve the outcomes of the team.
• Ensures effective two-way communication between management and staff.
• Contributes to the development of and assists in the implementation of strategies to meet legislative changes and practice and procedure. Ensures compliance with relevant legislation.
• Participates within and contributes to a positive and innovative workplace environment.
• Participates in the identification and application of opportunities within the court.
• Other duties as required in accordance with strategic objectives, business plans, local workload priorities and performance management plans.

A Judicial Support Officer must have knowledge of or experience in court practices and procedures which can be gained though the entry level Customer Service Officer position.

The Registry Manager is responsible for assisting with the effective management of the non-judicial functions of the Court and presides over a range of judicial and quasi-judicial proceedings.

The position also provides support to the judiciary in the effective case management of court sittings.

The Role

Includes but is not limited to:

• Oversee Work Health and Safety (WHS) in their areas of responsibility consistent with statutory obligations and departmental policies.  This includes but is not limited to raising awareness of WHS requirements with their staff, resolving health and safety hazards in their areas of responsibility, and ensuring the timely reporting of incidents.
• Presides over a range of judicial and quasi-judicial proceedings for this Court.  Perform the functions and duties and exercise the powers associated with the various statutory appointments of the court. Participate in reviews of legislation for its effectiveness and implications on court procedures and resources.
• Maintain a close working partnership with court management and the judiciary.
• Ensure appropriate resources are allocated and managed to meet the needs of customers.
• Provides support services to the management team and magistrates to achieve customer service outcomes, which includes:
  • Providing assistance on a range of issues.
  • Providing advice on registry practices and procedures to all client groups.
  • Dealing with more difficult client enquiries and correspondence in relation to the registry.
  • Liaising with court users to ensure the provision of timely, accurate and detailed level of service to customers.
• Assist to manage assets, facilities, technology, and systems for a customer service team.
• Promote and achieve a positive and innovative organisational culture.
• Identify and implement continuous improvement strategies within the Court.
• Participate in identification of initiatives to continuously improve the services provided within the region.

The Senior Aboriginal Liaison Officer (SALO) provides a high level of services and accurate information to Aboriginal court users that contribute to an efficient, effective and more culturally responsive court service.

The SALO will educate the Aboriginal community about the operations of the court and explain their rights, obligations, court procedures and protocols in language that they can understand and in a way that alters Aboriginal people’s perceptions about court.

The Role

Includes but is not limited to:

• Work to improve communication and model integrity and respect in all interactions
• Operate within the Department's Corporate Governance Framework, policies and procedures and ensure effective transparency and accountability of all Department activity
• Operate within the chain of command to coordinate activities required to meet the Department’s strategic objectives
• Work collaboratively to achieve common goals and best practice and facilitate business improvements as appropriate
• Facilitate cultural and management reforms within the Department through leadership and engagement
• Represent the Department’s interest on committees and working groups as required.
• Maintain a close working relationship with court management, the judiciary and the Manager Aboriginal Advisory Services and internal and external stakeholders.
• Participates in the identification of initiatives to continuously improve the services provided to all court users, with a strong focus on Aboriginal court users, within the region.
• Other duties as required in accordance with strategic objectives, business plans, local workload priorities and performance management plans.
• Ensures delivery of quality advice, interaction and assistance to all internal and external customers of the court. Services include but are not limited to the following:
  • Provides information to Aboriginal court users about court protocols, processes and procedures in language that is easily understood.
  • Assesses the capacity of Aboriginal people to pay fines and provides assistance with time to pay arrangements. For example, periodic payments, organising direct debits or extensions of time.
  • Promotes an awareness of court services within Aboriginal communities by participating on an approved community outreach activity and attends any local Aboriginal Justice Plan (AJP) Open Days.
  • Assists the judiciary on circuit and in court to perform court functions. Supports the higher courts as directed.

The Supervising Customer Service Officer role provides a high level of assistance to court customers, managers/clerk of the courts and the judiciary.

The Supervising Customer Service Officer oversees and guides the team to achieve objectives, while offering high-level assistance to the Manager in areas such as staff management, performance management, training, and development.

The Role

Includes but is not limited to:

• Provides direction and support to team under their control.
• Ensures effective two-way communication between management and staff.
• Ensures delivery of quality information and assists customers of the Court.
• Plans, schedules and controls daily work activity of the team.
• Monitors staff performance, staff development and provides on the job training.
• Participates within and contributes to a positive and innovative workplace environment.
• Liaises with internal and external court users to ensure the provision of timely accurate and detailed level of service.
• Deals with difficult client enquiries and correspondence.
• Provides advice on Court practices and procedures to all client groups.
• Participates within and contributes to a positive and innovative workplace environment.
• Participates in the identification and application of opportunities within the court.

The Team Leader role oversees the functions of distinct operational teams, providing support and guidance while also ensuring accuracy and compliance.

The Role

Includes but is not limited to:

• Plans, schedules and monitors the workload within the team.
• Ensures HR compliance within their team.
• Liaises with internal and external court users to ensure the provision of timely accurate and detailed level of service.
• Deals with difficult client enquiries and correspondence.
• Provides advice on Court practices and procedures to all client groups.
• Provides direction and support to achieve the outcomes of the team.
• Ensures effective two-way communication between management and staff.
• Contributes to the development of and assists in the implementation of strategies to meet legislative changes and practice and procedure. Ensures compliance with relevant legislation.
• Participates within and contributes to a positive and innovative workplace environment.
• Participates in the identification and application of opportunities within the court.
• Other duties as required in accordance with strategic objectives, business plans, local workload priorities and performance management plans.