Customer Resolution Team Manager (Ref: 90145)

Customer Resolution Team ManagerThe Criminal Injuries Compensation Authority (CICA) is an executive agency of the 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 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.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 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.This position is 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. As this role requires in-person, classroom-based training, there may be less flexibility to work from home during periods of training.Role DescriptionOur Customer Resolution Team investigate and respond to complaints from applicants and their representatives.You will be responsible for the management and delivery of the CICA complaints procedure and leadership of a small, focused team of complaint handlers. You will provide support, guidance and leadership to the team.You will deliver outcomes for applicants at pace, whilst maintaining a high quality service. As team manager you will undertake investigation of and provide responses for escalated complaints.You will analyse complaints data, sharing trends analysis with colleagues and working closely with internal stakeholders, to provide feedback that improves our service.You will provide management information and insight to senior leaders and performance Boards, highlighting the progress of complaints activity throughout the year.You will have a strong commitment to delivering personal and team objectives linked to the CICA Business Plan.You will have strong interpersonal skills and develop effective working relationships with a wide range of stakeholders.You will have direct line management responsibility for complaint handlers.You will report to the Senior Customer Engagement and Complaints Manager.Key ResponsibilitiesUndertake investigation of and provide responses to escalated complaints.Lead the team, to ensure resolutions are provided in line with our complaintsProvide feedback, support and training to the team, to ensure resolutions are to a high standard.Build individual and team capability through one-to-one performance discussions, confidently addressing risks to performance by supporting colleagues to learn and improve.Provide complaints data and insight to senior leaders and wider operational colleagues. Essential criteriaClear and concise written and verbal communication skills.Ability to work flexibly, responsively and effectively at pace.Highly organised and able to prioritise effectively, setting a clear direction for the team.Positive, proactive and enthusiastic, with the ability to work well both independently and as part of a team.Strong interpersonal skills to develop effective working relationships with a wide range of stakeholders.Highly focused on customer outcomes, with a strong personal commitment to supporting the business in achieving its goals in a changing environment.Desirable criteriaExperience working with escalated complaints in a government or other public sector organisation.Line management experience.How to applyThe selection process for this vacancy will utilise Civil Service Success Profiles and will assess your Experience, Behaviours and Strengths.Stage 1Applicants should provide a CV and a statement of suitability which evidences how they meet the essential criteria and, where relevant, desirable criteria detailed above. The statement should be no more than 500 words in length.Stage 2If you are invited to interview, you will be assessed on the following behaviours:Delivering at PaceManaging a Quality ServiceLeadershipChanging and improvingDuring the panel interview, you will be asked behaviours and strength-based questions.Interviews are expected to take place in October 2024.We will be conducting all interviews in person, at Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ.Further InformationOnce the application closing date has passed, the advert will no longer be available to view. 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 this or similar roles within the organisation during that 12-month period, candidates may be appointed from the reserve list in order of merit.We offer flexible working 7am 7pm, Monday to Friday. This role is offered on a full-time (37 hours per week), flexible working basis.Queries about the role may be made by email, to [email protected] Adjustments Tell us if you have a disability when you apply, and we can offer reasonable adjustments to help with the selection process.