19693 Applicant Contact Team Leader

Applicant Contact Team Leader

The Criminal Injuries Compensation Authority (CICA) is recruiting for the role of Applicant Contact Team Leader within our Applicant Contact Team.

The Role

Applicant Contact Team Leaders are responsible for the delivery of high-quality first line support to applicants or their representatives via phone Live Chat or email.

Team Leaders require a strong commitment to delivering personal and team objectives linked to CICAs Business Plan. We are looking for people with strong leadership decision making and communication skills who can show empathy humanity and a passion for delivering excellent customer service.

The team leader role operates in a fast-paced environment with competing priorities and goals driven by demand and wider operational targets. Being open and adaptable to change combined with a high level of personal resilience are key attributes in this role. As part of the wider Applicant Contact leadership team you will ensure performance levels are maintained daily. You will help create an environment where our people can be at their best you will provide advice and support and handle escalated live calls or complete call backs.

The Organisation

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice. We receive over 40000 applications a year for compensation from people who have lost loved ones or have been injured through violent crime. We know financial compensation can never fully redress what they have suffered. Nevertheless what we do is an important part of providing justice for victims and we take pride that the compensation we pay helps people move forward with their lives. The applicants you will help have suffered as a result of violence and you will need to be able to operate with sensitivity and compassion whilst maintaining your own personal resilience whether speaking to people on the telephone or processing claims.

We employaround 350 people and are based in Glasgow city centre with excellent transport are a small engaged productive workforce with a real sense of corporate community. We want to keep improving our services and the way we work to best serve the public meet new challenges deliver value for money and ensure CICA is a great place to work.

These positions are based at Criminal Injuries Compensation Authority Buchanan Wharf Clyde Place Glasgow G5 are currently operating a hybrid working business model where a typical employee works 50% of their time in the office and the remainder from home.

Team Lead key responsibilities

• Delivering a high-quality service which keeps the applicant at the heart of everything we do.
• Provide first line management support to applicant contact Case Officer.
• Analyse products and processes including MI to identify areas for attention resolving issues and making suggestions for improvement.
• Complete quality checks that assure the financial and procedural accuracy of work completed by direct line reports.
• Effectively manage a team setting priorities and controlling workflows to ensure business objectives and KPIs are achieved delivering a quality service and providing regular feedback on teams performance.
• Build capacity - identify and respond to development needs and knowledge gaps by active participation in one-to-one performance discussions conducting management and quality checks and ensuring all mandatory learning and training is complete within set timeframes.
• Responsibility for the teams adherence to security policies and procedures and proactively address areas of concern and security breaches
• Responsibility for the teams adherence and compliance with all MoJ related policies monitoring attendance and proactively address areas of concern
• Handle and resolve applicant escalations.
• Liaise with internal and external stakeholders

As part of a team you will be required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of the Executive Officer role.

Essential criteria:

• Highly focused on quality outcomes for applicants with a strong personal commitment to supporting the business in achieving its goals in a changing environment
• Strong interpersonal skills to develop effective working relationships with a wide range of stakeholders
• Excellent numerical written and oral communication skills
• Ability to self-manage plan and prioritise
• Ability to review extensive and complex information swiftly identifying the relevant facts and issues

The following criteria are not essential however candidates who can offer this experience should provide relevant evidence in their application.

Desirable criteria:

• Leading contact centre teams
• Performance management and coaching skills

Selection Process

The vacancy process involves 2 stages using Civil Service Success Profilesand will assess your Behaviours Strengths and Experience.

Stage 1

For the first stage of the vacancy filling process you will be asked to provide a Statement of Suitability of no more than 750 words demonstrating evidence of the essential criteria.

You will also be asked to provide an example of how you have demonstrated the Leadership behaviour (maximum 250 words). If we receive a large number of applications we may sift on the Leadership behaviour only.

You should read each of the essential criteria and think about a time or an example that can help demonstrate your knowledge/skills. Remember this must be evidence based and your answers should be clear concise and reflect what actions you undertook. You may want to use the STAR(R) approach to respond to each criterion. (Situation Task Action Result and Reflection).

Stage 2

If selected to stage 2 you will be invited to interview where you will be assessed against the following behaviours:

• Leadership
• Communicating and Influencing
• Delivering at Pace
• Changing and Improving

During the panel interview you will be asked behaviour-based questions to explore in detail what you are capable of and strength-based questions to explore what you enjoy and your motivations relevant to the job roles.

Interviews are expected to take place in late July 2026at Buchanan Wharf Clyde Place Glasgow G5 8AQ.

Apply and further information

Once this job has closed the job advert will no longer be available. You may want to save a copy for your records.

A reserve list will be created and will be valid for 12 months if further vacancies arise for this or similar roles at Executive Officer candidates may be appointed from the reserve list in order of merit.

We offer flexible working 7am 7pm Monday to Friday. This role is offered on a full-time (37 hours per week) or part-time working pattern however we would ask that applicants make themselves available on a full-time fixed hours basis (9am to 5pm) for the initial training period which takes up to 10 weeksfinal details will be confirmed at interview. This is to ensure the best training and consolidation experience for our new Executive Officers.

For queries about the role please email the Corporate Support Team at

Reasonable Adjustments

Tell us if you have a disability when you apply and we can offer reasonable adjustments to help with the selection process.

If you require any assistance at any time please call 0 (Monday to Friday 8am-6pm) or e-mail

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal non-contractual form of flexible working that blends working from your base location different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly Hybrid Working will not suit everyones circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) See Map. All employees will be expected to spend a minimum of 60% of their working time in an office subject to local estate capacity).

For current MoJ employees your base location will need to be changed to the nearest viable office (to your home postcode) either at a HQ building JCC or JSO within the National Office Network and moved its locations respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJs terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on modernised terms in their current post or onto unmodernised MoJ terms if they are on unmodernised terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time flexible and job-sharing working patterns where they meet the demands of the role and business needs. All applications for part-time flexible and job-sharing working patterns will be considered in accordance with the MoJs Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin employees with disabilities employees with caring responsibilities women employees and lesbian gay bisexual and transgender employees.

Support

• A range of Family Friendly policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes including Tax Free Childcare. More information can be found onorChildcare Choices.You can determine your eligibility at
• Paid paternity adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

TheCivil Service Codesets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition as outlined in the Civil Service Commissionsrecruitment principles.Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0(Monday to Friday 8am - 6pm) or e mail);
• To Ministry of Justice Resourcing team();
• To the Civil Service Commission (details availablehere)

As a Disability Confident employer MoJ are committed to providing everyone with the opportunity to demonstrate their skills talent and abilities by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria except in a limited number of campaigns.

For more information on applying for a role as a candidate with a disability or long-term condition please watch our animated videos.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form please contact the TBS Recruitment Enquiries Team.

Diversity & Inclusion

The Civil Service is committed to attract retain and invest in talent wherever it is found. To learn more please see theCivil Service People Planand theCivil Service Diversity and Inclusion Strategy.

A Great Place to Work for Veterans

The Making the Civil Service a Great Place to work for veterans initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit:

Redeployment Interview Scheme