Customer Adviser

We are recruiting for people to work in our Customer Experience Team to help us deliver a sensitive, fair and efficient service.

As a Customer Adviser you will make a real difference to those who have been victims of violent crime. You will mainly deal with inbound and outbound calls and will need to have excellent communication skills to engage with our customers through the phone, Live Chat and email.

The Criminal Injuries Compensation Authority (CICA) is an Executive Agency of Ministry of Justice. We receive over 40,000 applications a year for compensation, from people who have lost loved ones or have been injured as a result of violent crime. We know financial compensation can never fully redress what they have experienced. 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.

Some of the material you will access may include upsetting personal accounts of harm inflicted by others. This could include sexual assault and violence against children which is distressing. We recognise the personal impact this may have over a prolonged period and we provide resilience training, to promote wellbeing. 

We employ around 300 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 Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ. We currently operate a hybrid working business model, where a typical employee works 3 days a week in the office and the remainder at home.

The Role

Customer Advisers are responsible for customer and representative contact with CICA by phone, Live Chat and email.

You will respond to customer enquiries providing advice and guidance on applying for compensation, assisting with the application process and providing updates on the progress of applications. This role is varied and includes a range of administration tasks which contribute to compensation to victims of violent crime or to support other functions within CICA. We are looking for people with strong communication and IT skills, who can show empathy and humanity and have a passion for delivering excellent customer service.

Key Responsibilities

The role is primarily focused on customer contact through inbound and outbound calls and will also include an element of application processing. The role requires IT skills and an understanding of Microsoft packages. Key responsibilities include:

• Responding courteously to telephone, Live Chat and email enquiries, providing applicants with updates on the progress of their claims

• Supporting applicants accessing digital services and where necessary taking applications by phone

• Handling and resolving customer issues and responding positively to customer feedback or instances of dissatisfaction

• Processing, assessing and deciding on compensation claims through detailed investigation in accordance with guidance and giving a full and clear explanation of any decision made, keeping the customer at the heart of everything we do

• Updating and maintaining relevant databases

• Liaising with internal colleagues and external stakeholders

• Recording statistical information on work completed

Essential Criteria

• Ability to communicate with empathy and humanity to a diverse range of customers, delivering excellent customer service

• Ability to plan and organise your time, to deliver a quality service to customers

• Experience of assessing a range of information and guidance, to support accurate decision making

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

Desirable Criteria

• Customer service experience in a customer contact environment

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 personal statement of suitability (maximum 500 words) demonstrating evidence of the essential criteria. If applicable, you should also incorporate evidence of how you meet the desirable criteria.

Stage 2

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

• Communicating and Influencing

• Managing a Quality Service

• Making Effective Decisions

During the panel interview, you will be asked Behaviour based questions and Strengths based questions.

Interviews are expected to take place in August 2025.

We will be conducting all interviews in person, at our office - Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ.

Apply and Further Information

Following the closing date, the job advert will no longer be available. You may wish 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 these or similar roles at Administrative Officer Grade, candidates may be appointed from the reserve list in order of merit.

We offer flexible working 7am - 7pm, Monday to Friday. These roles are 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. This is to ensure the best training and consolidation experience for new colleagues.

For queries about the roles, please email the Corporate Support Services Team corporate.support@cica.gov.uk