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10416 - Administrative Officer

£19,055 - £20,550
12 Months
Fixed Term
Up to 2 years Fixed Term Appointment with potential to become permanent
Full Time
Operational Delivery

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice. CICA was set up to pay compensation to victims of violent crime. Our work can be challenging at times and requires sound personal resilience: some of our customers have suffered life changing injuries and the details can be distressing. We cannot erase what has happened but through compensation we can recognise their pain and suffering.

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. Our engagement index is amongst the highest in the Ministry of Justice (MoJ) and its associated executive agencies and arm's length bodies. The 2016 People Survey results revealed that CICA had the greatest improvement in engagement across government. 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.

We have a number of exciting opportunities to fill current and future vacancies at the Administrative Officer level across the organisation. This generic job description captures the role and responsibilities in our frontline operation and frontline support teams. These vacancies are advertised as a fixed term appointment of up to 2 years, but may become permanent at a future date.

This role is responsible for a range of administration tasks which contribute to the provision of compensation to victims of violent crime or support other functions within CICA. We require people with strong communication skills and a passion for delivering excellent customer service. Posts are mainly in our frontline operation teams and will involve responding to telephone and email enquiries and processing applications for compensation.

Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified.  It is not intended that each post will be responsible for the full range of duties.

We offer flexible working 7am – 7pm, Monday to Friday, on full-time (37 hours per week) or part-time patterns.

To ensure that new colleagues have the best possible training and consolidation experience, we do ask that successful applicants are prepared to attend full-time, fixed hours (9am – 5pm) for a period of up to 6 weeks.

Once fully competent in role, colleagues may be offered the further flexibilities at management discretion. This may include the opportunity to work from home for up to 2 days per week.

If selected for interview applicants may be asked to complete an online test.

CICA promotes equality of opportunity for all and welcomes applications from minority groups.

Key responsibilities

  • Respond to telephone and email enquiries handling these promptly and courteously
  • Support applicants accessing digital services and where necessary take on line applications by telephone
  • Process, assess and decide on compensation claims through detailed investigation and contribute to the successful delivery of CICA’s business objectives and Key Performance Indicators
  • Decide and review claims in accordance with relevant CICA Schemes and guidance, giving a full and clear explanation of any decision made, keeping the customer at the heart of everything we do
  • Provide applicants with relevant updates on the progress of their claims
  • Handle and resolve customer complaints
  • Ensure appeals work is carried out accurately and within the agreed timescales
  • Actively maintain on line tools and databases
  • Support the delivery of CICA’s business change programme
  • Support the delivery of the CICA Engagement Framework and People Plan
  • Deliver administration functions to deliver continuous improvement, assurance and compliance
  • Liaise with internal and external stakeholders
  • Provide secretariat support creating agendas, minutes and action tracker for appropriate meetings
  • Provide first line support to staff on CICA's core business applications
  • Deliver operational financial processes issuing BACS and cheques payments, handling and reconciling invoices and investigating discrepancies
  • Collate statistical data of work completed
  • Carry out quality checks

Other duties
The post holder is 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 this post.

If you have any questions about this role please email or call Catherine Carson on 0141 228 1451.

If selected for interview you will be required to provide evidence of the following Competencies:

Changing and Improving

  • Review working practices and come up with ideas to improve the way things are done
  • Co-operate with and be open to the possibilities of change and consider ways to implement and adapt to change in own work role
  • Be constructive in raising issues with managers about implemented changes and the impact these are having on service

Making Effective Decisions

  • Make and record effective decisions following the appropriate decision making criteria, framework or guidance
  • Monitor and store critical data securely and accurately, confidentially and responsibly
  • Speak up to clarify decisions and query constructively

Managing a Quality Service

  • Communicate in a way that meets and anticipates the customer’s requirements and gives a favourable impression of the Civil Service
  • Actively seek information from customers to understand their needs and expectations and manage information appropriately
  • Take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress

Delivering at Pace

  • Work in an organised manner using own knowledge and expertise to deliver on time and to a standard
  • Work with energy and pace to get the job done
  • Take responsibility for the quality of own work and keep manager informed of how the work is progressing
The jobholder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Working Arrangements & Further Information

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

Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


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.

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.

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.


Staff on fixed term appointments must have been recruited through fair and open competition.

Expected: Interviews will commence in July and thereafter as future vacancies arise.

Closing date: 10th July 2017 at 23:55 hours

If you require any assistance please call 0845 010 3512 (Monday to Friday 8am - 6pm) or e mail Please quote the job reference 10416

Baseline Personnel Security Standard (BPSS)

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.


For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).


If you do not meet the above requirements, you may still be considered if, for example:


  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents


In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.


You will be required to provide statements describing your skills and experience relevant to each of the stated competencies below.

We recommend that you structure your example as Situation, Task, Action and Result.

For further details on civil service competency framework see

In the event of a large number of applications, a sift on the lead competency may take place. If this happens, the lead competency will be the first one listed in the advert.

During the application or interview process, you may be asked to undertake an additional assessment. If this is applicable this will be listed in the advert or when you are invited to interview.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL ( in the first instance
Changing and Improving
Making Effective Decisions
Managing a Quality Service
Delivering at Pace

This Vacancy is closed to applications.