Criminal Injuries Compensation
Applicant Contact Advisor (Fixed Term Appointment) (Ref: 19458)
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Applicant Contact Advisor (Fixed Term Appointment)
Location: MOJ Buchanan Wharf, Glasgow, G5 8AQ
About the Role
We are currently recruiting for our applicant contact team to help us deliver a sensitive, fair, and efficient service. As an Applicant Contact Adviser, you will make a real difference to those who have been victims of violent crime. Your role will involve direct telephone, email, and other forms of contact, ensuring excellent standards of communication, empathy, and professionalism at all times.
This is a varied role in a complex environment. You will:
- Respond to applicant enquiries, providing advice and guidance on compensation claims
- Assist in the application process, offering updates on claim progress
- Triage and handle complaints in a timely and empathetic manner using a trauma-informed approach
Full training, ongoing support, and development is provided to equip you with the knowledge, skills, and resilience required for this critical work.
About the Organisation
The Criminal Injuries Compensation Authority (CICA) is an Executive Agency of the Ministry of Justice. We handle over 40,000 annual applications for financial compensation from victims of violent crime, including loss of loved ones or serious injuries. While no compensation can fully restore harm, our work is a vital part of delivering justice—helping survivors move forward.
Some of the content you will access may include upsetting accounts of sexual assault, child abuse, or violent harm. We recognise the psychological impact and provide resilience training and wellbeing support to safeguard our team.
Based in Glasgow’s city centre with excellent transport links, we are a small, engaged workforce committed to continuous improvement. We operate a hybrid model (50% office-based, 50% remote). These roles are fixed-term until 31 March 2027, with the potential to become permanent if successful.
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Key Responsibilities
- Respond to enquiries via telephone, live chat, and email, keeping applicants informed about claim progress.
- Serve as the first point of contact for concerns and formal complaints, triage cases, and escalate to appropriate resolution.
- Engage with applicants in a trauma-informed way, demonstrating empathy, patience, and understanding of their experiences.
- Assist with digital service access and, where necessary, complete applications over the phone.
- Analyse patterns in complaints/feedback and escalate insights to support service improvements.
- Maintain accurate records of enquiries, complaints, and decisions in relevant systems.
- Collaborate with internal teams and external stakeholders to progress cases efficiently.
- Record and report activity data for performance monitoring and continuous improvement.
Essential Criteria
✅ Ability to communicate clearly with a wide range of people, demonstrating empathy and professionalism. ✅ Strong time management, ability to organise workloads and deliver high-quality service in a fast-paced environment. ✅ Experience assessing information and guidance to support accurate decision-making.
Optional (if applicable): 🔹 Customer contact experience (handling enquiries, concerns, or complaints).
Selection Process
This role is assessed using Civil Service Success Profiles, covering behaviours, strengths, and experience.
Stage 1: Written Application
- Personal Statement (250 words): Highlight how you meet the essential criteria and any relevant desirable experience.
- Behaviour Statement (250 words): Address the lead behaviour Communicating and Influencing.
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Stage 2: Interview (July 2026)
Interviews take place at the Glasgow office. You’ll be assessed on:
- Communicating and Influencing
- Managing a Quality Service
- Working Together Assessment via behaviour-based and strengths-based questions.
** Benefits**
- Base Salary: £25,582 + employer’s pension contribution of £7,411
- Civil Service Defined Benefit Pension (28.97% contribution)
- Learning and development opportunities
- Flexible working options (50% office-based, balance flexible)
- Supportive culture promoting diversity and inclusion
- Annual leave, public holidays, and season ticket advance
- Hybrid working policy and strengthened resilience training
Additional Information
- Security checks required (DBS and baseline personnel security-standard check).
- Applicants must satisfy Civil Service nationality ineligibility guidelines (see "Nationality Requirements" for full details).
- Veteran-friendly employer as part of the Great Place to Work initiative.
- Disability Confident Scheme: If you meet the essential criteria, benefits from tailored support.
- Redundancy Interview Scheme available if applicable.
Contact & Application
- Further details/queries: corporate.support@cica.gov.uk
- Recruitment team: moj-recruitment-vetting-enquiries@soprasteria.co.uk or 0345 241 5359.
To apply, visit: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ Application deadline to be confirmed. A reserve list will be held for 12 months.
We encourage applicants from all backgrounds and support flexibility in working patterns, with the exception of the initial 10-week training period (9am–5pm).
Security Note: If unsuccessful, applications may be retained for 12 months of a reserve list if further suitable vacancies arise.
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