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Operational Delivery

Customer Support Team (CST) Team Leader – 60286
£25,118 – £26,901


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Executive Officer

We are recruiting for people to work in our operational delivery area to fill the role of Customer Support Team (CST) Team Leader.

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice. We receive over 30,000 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 employaround 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 Criminal Injuries Compensation Authority, Alexander Bain House, Glasgow, G2 8JQ. We are currently operating a hybrid working business model, where a typical employee works 2-3 days a week in the office and the remainder from home.

The Role

Customer Support Team Leaders will be responsible for delivering first line support to customer or representative contacts by phone, Live Chat or email to Criminal Injuries Compensation Authority.

CST 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 CST TL role operates in a fast-paced environment with competing priorities and goals, driven by customer 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 CST 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.

Team Lead key responsibilities

  • Delivering a high-quality service which keeps the customer at the heart of everything we do.
  • Provide first line management support to CST 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 customer 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 customer outcomes 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/early August at Alexander Bain House, Glasgow.

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

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


£25,118 - £26,901

Additional Information

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

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s 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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


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.


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


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


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.


  • 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 on UKor Childcare 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

The Civil Service Code sets 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 Commission’s recruitment 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

The Civil Service embraces diversity and promotes equal opportunities. 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.

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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: