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3056 - Customer Adviser
| Posting date: | 13 February 2025 |
|---|---|
| Salary: | £24,202 per year |
| Hours: | Full time |
| Closing date: | 03 March 2025 |
| Location: | Glasgow, Scotland |
| Remote working: | On-site only |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 3056 |
Summary
Customer Adviser
We are recruiting for people to work in our Customer Experience Team to help us deliver a sensitive, fair and efficient service.
As a Customer Adviser you will make a real difference to those who have been victims of violent crime. You will mainly deal with inbound and outbound calls and will need to have excellent communication skills to engage with our customers through the phone, Live Chat and email.
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 Role
Customer Advisers are responsible for customer and representative contact with CICA by phone, Live Chat and email.
You will respond to customer enquiries providing advice and guidance on applying for compensation, assisting with the application process and providing updates on the progress of applications. This role is varied and includes a range of administration tasks which contribute to compensation to victims of violent crime or to support other functions within CICA. We are looking for people with strong communication and IT skills, who can show empathy and humanity and have a passion for delivering excellent customer service.
Key Responsibilities
The role is primarily focused on customer contact through inbound and outbound calls and will also include an element of application processing.
The role requires IT skills and an understanding of Microsoft packages. Key responsibilities include:
• Responding courteously to telephone, Live Chat and email enquiries, providing applicants with updates on the progress of their claims
• Supporting applicants accessing digital services and where necessary taking applications by phone
• Handling and resolving customer issues and responding positively to customer feedback or instances of dissatisfaction
• Processing, assessing and deciding on compensation claims through detailed investigation in accordance with guidance and giving a full and clear explanation of any decision made, keeping the customer at the heart of everything we do
• Updating and maintaining relevant databases
• Liaising with internal colleagues and external stakeholders
Essential Criteria
• Ability to communicate with empathy and humanity to a diverse range of customers, delivering excellent customer service
• Ability to plan and organise your time, to deliver a quality service to customers
• Experience of assessing a range of information and guidance, to support accurate decision making
The following criteria are not essential, however candidates who can offer this experience should provide relevant evidence in their application.
Desirable Criteria
· Customer service experience in a customer contact environment
We are recruiting for people to work in our Customer Experience Team to help us deliver a sensitive, fair and efficient service.
As a Customer Adviser you will make a real difference to those who have been victims of violent crime. You will mainly deal with inbound and outbound calls and will need to have excellent communication skills to engage with our customers through the phone, Live Chat and email.
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 Role
Customer Advisers are responsible for customer and representative contact with CICA by phone, Live Chat and email.
You will respond to customer enquiries providing advice and guidance on applying for compensation, assisting with the application process and providing updates on the progress of applications. This role is varied and includes a range of administration tasks which contribute to compensation to victims of violent crime or to support other functions within CICA. We are looking for people with strong communication and IT skills, who can show empathy and humanity and have a passion for delivering excellent customer service.
Key Responsibilities
The role is primarily focused on customer contact through inbound and outbound calls and will also include an element of application processing.
The role requires IT skills and an understanding of Microsoft packages. Key responsibilities include:
• Responding courteously to telephone, Live Chat and email enquiries, providing applicants with updates on the progress of their claims
• Supporting applicants accessing digital services and where necessary taking applications by phone
• Handling and resolving customer issues and responding positively to customer feedback or instances of dissatisfaction
• Processing, assessing and deciding on compensation claims through detailed investigation in accordance with guidance and giving a full and clear explanation of any decision made, keeping the customer at the heart of everything we do
• Updating and maintaining relevant databases
• Liaising with internal colleagues and external stakeholders
Essential Criteria
• Ability to communicate with empathy and humanity to a diverse range of customers, delivering excellent customer service
• Ability to plan and organise your time, to deliver a quality service to customers
• Experience of assessing a range of information and guidance, to support accurate decision making
The following criteria are not essential, however candidates who can offer this experience should provide relevant evidence in their application.
Desirable Criteria
· Customer service experience in a customer contact environment