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 CICA’s 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 40,000 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 employ around 350 people and are based in Glasgow city centre with excellent transport links. We 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 8AQ. We 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 team’s 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 team’s adherence to security policies and procedures and proactively address areas of concern and security breaches

• Responsibility for the team’s 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 Profiles and 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 2026 at 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 weeks, final 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 corporate.support@cica.gov.uk

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 0845 241 5359 (Monday to Friday 8am-6pm) or e-mail MoJ-recruitment-vetting-enquiries@gov.sscl.com.