Senior Engagement and Complaints Resolution Manager (Ref: 23928)

Introduction

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice (MoJ). We receive over 40,000 applications every 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 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.

We employ around 350 people and are based in Glasgow city centre. 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.

The role is based 10 Clyde Place, Glasgow, G5 8AQ and we currently operate a hybrid working business model, where a typical employee works 50% of their week from the office.

The Role

The role will support CICA’s ambition to provide an accessible and trauma-informed service that treats victims with compassion, sensitivity and fairness. It will drive improvements to applicant experience, ensuring our contact strategy is efficient, effective and trauma-informed.

The post holder will manage the Applicant Contact Team and Complaints Resolution Team, with direct line management responsibility for seven Higher Executive Officers (HEO’s). They will lead the delivery of high-quality, victim-centred services, ensuring resources are managed effectively and services respond to the needs of applicants.

The postholder will coach and develop their teams, embed best practice and use insights from applicant feedback, complaints and service trends to inform improvement activity and interventions. They will work closely with internal and external stakeholders to ensure activity aligns with wider objectives and legislative frameworks including the Public Service Ombudsman and Scottish Public Service Ombudsman guidelines.

Duties and responsibilities

Applicant Engagement & Insight

• Develop and deliver engagement approaches that strengthen CICA’s understanding of applicant needs, expectations, and experiences.
• Maintain strong working relationships with key stakeholders including internal and external stakeholders; such as Ombudsman, Victim Support organisations and other MOJ departments
• Chair or support internal engagement forums to ensure staff understand the applicant perspective and contribute to service improvement.
• Promote awareness of applicant insights across operational and corporate teams to embed a culture of improvement.
• Manage complaint escalations which require senior oversight, including working with the Chief Executive office to manage enquiries submitted directly to the Chief Executive.

Leadership & Collaboration

• Provide visible leadership within the Applicant Engagement Contact Team and Complaint Resolutions team, setting clear expectations and supporting staff development
• Work collaboratively with operational leaders to implement improvements identified through complaints analysis and applicant feedback
• Ensure consistent application of guidance, templates, and processes across all engagement and complaints activity
• Represent CICA at relevant cross government networks, forums, and stakeholder engagement groups

General Responsibilities

• Contribute to - and lead on where appropriate - the development and continuous improvement of internal guidance, templates, and resources to support consistent, efficient and compliant service delivery
• Undertake any other duties commensurate with the grade and nature of the role, as required by the business
• Prepare regular and ad hoc reports and updates for senior leaders and governance forums, providing insight into key performance metrics and trends.

Essential Criteria

• Experience of leading and managing a customer focussed or operational service, with responsibility for delivering high-quality outcomes
• Experience of leading and developing teams
• Experience of managing competing priorities and resources in a busy operational environment, responding effectively to changing demands
• Excellent written and verbal communication skills, with an ability to explain complex information in a clear and concise way to a variety of audiences
• Experience of using performance information, customer feedback or other evidence to identify and deliver service improvements.

Desirable Criteria

• Experience of complaints handling or overseeing complaint resolution
• Knowledge of the Criminal Injuries Compensation Scheme
• Knowledge or experience of trauma-informed approaches in a customer service environment

How to apply

The selection process for this vacancy will utilise Civil Service Success Profiles and will assess your Experience, Behaviours and Strengths.

Stage 1

Applicants should provide a Curriculum Vitae (CV) and a Statement of Suitability of no more than 750 words, which demonstrates evidence of the essential criteria for this role and desirable criteria where also met.

Stage 2

If you are selected for stage 2, you will be invited to interview, which will include an exercise to assess your skills in relation to this role. You will be provided with further information in connection with the exercise at the point of invitation. At the interview we will assess you against these behaviours:

• Leadership
• Managing a Quality Service
• Communicating and Influencing
• Delivering at Pace

The interview panel will explore your competence in respect of the essential and desirable criteria. You will be asked behaviour-based questions to help the panel understand your capability and strength-based questions to explore your motivations relevant to the job role.

Important Information Regarding Interviews

Interviews are expected to take place in late November or early December 2026.

All interviews will be conducted at 10 Clyde Place, Buchanan Wharf, Glasgow, G5 8AQ.

Disability Confident

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Reasonable Adjustments

Please 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.

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 role. 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) basis.

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

We'll assess you against these behaviours during the selection process:

• Leadership
• Managing a Quality Service
• Communicating and Influencing
• Delivering at Pace

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link:

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5358

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

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