Advisor

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 contact with applicants through telephone, email and other forms of contact, ensuring excellent standards of communication, empathy and professionalism at all times. The Role This is a varied role in a complex environment. Successful candidates will be resilient and committed to delivering excellent customer service, with strong communication, administrative and ICT skills. You will respond to applicant enquiries providing advice and guidance on applying for compensation, assisting with the application process and providing updates on the progress of applications. The role will also involve reviewing and responding to applicant complaints in a timely and empathetic manner using a trauma-informed approach. Full training and ongoing support and development is provided and will help equip you with the knowledge, skills and resilience required for the role., The role will involve responding to applicant enquiries providing clear, practical advice and guidance to applicants and representatives. A key focus of the role is the effective triage and management of complaints, ensuring issues are handled consistently and efficiently in line with policies and guidance. Given the nature of the service we provide, all interactions should be handled in a sensitive, trauma-informed way, recognising that applicants have experienced distressing or life-altering events. Day to day responsibilities may include:

• Responding to enquiries via telephone, live chat, and email, keeping applicants informed of the progress of their claims
• Acting as the first point of contact for applicant and representative concerns and formal complaints, triaging cases and appropriate routes for resolution
• Engaging with applicants in a trauma-informed way, showing empathy, patience, and awareness of the impact of traumatic experiences, and adapting communication accordingly
• Supporting applicants to access digital services and, where needed, completing applications over the phone
• Identifying patterns or recurring issues in complaints and feedback, and escalating insights to support service improvements
• Keeping accurate and up-to-date records of all enquiries, complaints, and decisions in relevant systems
• Working with internal teams and external stakeholders to progress cases and resolve issues efficiently
• Recording and reporting activity data, including enquiries and complaints, to support performance monitoring and continuous improvement., For the first stage of the vacancy filling process, you will be asked to provide:
• A personal statement (maximum 250 words) demonstrating how you meet the essential criteria and, where applicable, the desirable criteria for the role.
• A behaviour statement (maximum 250 words) addressing the following lead behaviour: Communicating and Influencing.
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
• Working Together
During the panel interview, you will be asked behaviour based questions and Strengths based questions. Interviews are expected to take place in July 2026 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., 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 everyone's 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 location's respective pay scale (any legacy arrangements/locations will need to be amended). 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. 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 MoJ's Flexible Working policy.
• Ability to communicate clearly and effectively with a wide range of people, demonstrating empathy and professionalism
• Ability to plan and organise your time, to manage workload effectively and deliver a quality service to customers in a fast paced environment
• 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
• Experience of working in a customer contact environment, handling enquiries, concerns, or complaints. Selection Process
The vacancy process involves 2 stages using Civil Service Success Profiles and will assess your Behaviours, Strengths and Experience., A sift based on the lead behaviour, Communicating and Influencing, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered. Behaviours Application Form Question Word Limit 250 Communicating and Influencing Experience We will assess your experience for this role via the following methods, Communicating and Influencing Managing a Quality Service
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 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 Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ. We currently operate a hybrid working business model, where a typical employee works 50% of their week in the office and the remainder at home., The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil 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:
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 on or 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
• To Transformative Business Services (Monday to Friday 8am - 6pm) or e mail View email address on s1jobs.com);
• To Ministry of Justice Resourcing team (View email address on s1jobs.com);
• To the Civil Service Commission (details available here)
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.