Senior Engagement and Complaints Resolution Manager

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice (MoJ). We receive over 40,000 applications every 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 suffered. 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.

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 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.

• 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.
• 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

• 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…