23696 - Administration Officer

Administrative Officer

We are recruiting for people to work in our Operational Delivery Area to help us deliver a sensitive, fair and efficient service.

We are recruiting for people to fill Administrative Officer roles.

As an Administrative Officer at CICA, you will support the delivery of compensation claims for victims of violent crime by carrying out administrative tasks, maintaining accurate records, and communicating with customers and stakeholders. You will work as part of a team to provide an efficient, professional, and customer-focused service.

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 350 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

This position is based at Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ. We currently operate a hybrid working business model, where you will be expected to work 50% of your time in the office and the remainder at home.

The Role

Administrative Officer roles require strong interpersonal skills, to develop effective working relationships with a wide range of internal and external stakeholders. We are looking for people who can show empathy and humanity, to help us deliver a sensitive, fair and efficient service.

Key Responsibilities

Our Administrative Officers work across a number of teams within the organisation and key responsibilities include

Demonstration of empathy and humanity.

Processing, assessing, progressing and deciding compensation claims, in accordance with scheme provisions and guidance.

Providing full and clear explanations of decisions made, keeping the customer at the heart of everything you do.

Responding courteously to telephone and written enquiries and complaints.

Updating and maintaining relevant databases.

Carrying out administration functions, including quality checking, to deliver continuous improvement, assurance and compliance.

Liaising with internal and external stakeholders.

Essential Criteria

Ability to assess and use a range of information and guidance to deliver excellent customer service.

Ability to work as part of a team and make a positive contribution.

Experience of and competence in using Microsoft products including Excel, Word, and Teams.

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. If applicable, you should also incorporate evidence of how you meet the desirable criteria.

Stage 2

If selected to interview, you will be invited to interview where you will be assessed against the following behaviours

Communicating and Influencing

Managing a Quality Service

Making Effective Decisions

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

Interviews are expected to take place in late November/early December 2026.

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

Apply and Further Information

Following the closing date, the job advert will no longer be available. You may wish 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 Administrative 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 a full-time (37 hours per week) or part-time working pattern; however, we would 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 10 weeks. This is to ensure the best training and consolidation experience for new colleagues.

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