8038 - Customer Support Advisor
- Ministry of Justice
- Jul 26, 2025
Full time
Call Centre / CustomerService
Job Description
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:
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:
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.
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). 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.
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.
The MoJ offers a range of benefits:
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
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
- 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
- Customer service experience in a customer contact environment
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
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.
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). 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.
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.
The MoJ offers a range of benefits:
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
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