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General Information

Salary
£28,312 - £30,011
Working Pattern
Full Time, Flexible Working
Vacancy Approach
Internal
Location
Glasgow
Region
Scotland
Closing Date
27-May-2025
Post Type
Permanent
Civil Service Grade
EO
Number of jobs available
2
Reserve List
12 Months
Job ID
5820

Descriptions & requirements

Job description

Operations Support Officer

Are you bright, motivated and keen to use your talents to help make a difference to the lives of victims of violent crime?

We are recruiting to fill two Operations Support Officer roles.

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 Roles

We are looking for people who can show empathy, humanity and a passion for delivering excellent service.

Working closely with the Operations Support Manager, you will provide support in preparing, coordinating, and assessing the operational training program for CICA's case working and decision making operational personnel. 

With your exceptional people and communication skills, you will be instrumental in helping colleagues develop key skillsets.

Together with the Operations Support Manager, you will produce operational training materials, encourage training, initiatives and engagement, providing peer-to-peer support for colleagues.

You will collaborate with a team that will support an environment of continuous improvement and help create a workplace where development is a key priority.

You will also provide support to the Operations Support Manager and Operations Coach and Support Manager on project work.

Key Responsibilities

Collaborating with Operations Support Manager, to identify gaps that call for case working and decision making refresher or updated training.

Understanding training requirements and providing input into the tailoring of operational refresher materials.

Working alongside Operations Support Manager, to review and update operational training and guidance for colleagues at Administrative Officer and Executive Officer grade, and engage and promote consolidation of new skillsets.

Participating in the presentation and delivery of newly created operational training and guidance materials, measuring outcomes and providing feedback to the Operations Support Manager.

Utilising a peer to peer model and support forums, to mentor and train colleagues.

Supporting continuous development for Case Worker and Decision Maker roles, informed by objective feedback.

Collaborating with colleagues across the wider business in relation to case working and decision making procedures.

Serving as a role model for coworkers by mentoring, inspiring and encouraging them to realise their full potential.

Post holders will be expected to work flexibly, undertaking further duties reasonably requested by and commensurate with grade and level of responsibility.

Essential Criteria

  • Excellent oral, written and listening communication skills, including the ability to speak and write clearly, concisely and accurately. 
  • Strong attention to detail. 
  • Excellent and demonstrable understanding of the Criminal Injuries Compensation Scheme 2012.
  • Adaptability for prioritising tasks, to handle shifting and competing demands effectively.
  • Strong interpersonal skills, with the ability to foster effective relationships with internal and external stakeholders.

Selection Process 

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.

Stage 2

If successful at Stage 1, you will be invited to interview, where you will be assessed against the following behaviours:

  • Changing and Improving
  • Communicating and Influencing
  • Developing Self and Others 

During the panel interview, you will be asked Behaviour based questions and Strengths based questions.

Interviews are expected to take place in early June 2025.

We will be conducting interviews in person, at our office - Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ.

Additional Information

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 roles: 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.

Benefits 

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.

Eligibility

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

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

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.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

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.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

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.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 5820

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
Statement of Suitability
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Expected June 2025
Behaviours
Changing and Improving
Communicating and Influencing
Developing Self and Others
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Level of security checks required
Baseline Personnal Security Standard (BPSS)