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.

Apply and further information

Following the application closing date, this 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 these or similar roles at Executive 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 the basis of a full-time (37 hours per week) working pattern. We ask that candidates make themselves available on a full-time, fixed hours basis (9am to 5pm) for the initial training period which takes up to 6 weeks. This is to ensure the best training and consolidation experience for new colleagues.

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