Engagement and Complaints Resolution Manager

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., 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., 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 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.


• 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, Leadership
Managing a Quality Service Communicating and Influencing Delivering at Pace, Written Exercise Level of security checks required Baseline Personnal Security Standard (BPSS)

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 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: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

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 www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• 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 moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
• 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.