Job Description

Criminal Injuries Compensation Authority
Call handler and Admin
Location: 10 Clyde Place, Kingston, Glasgow, G5 8DS
OFFICE BASED
Hourly rate: 12.53
Working Days/Hours: 37 hours per week, Monday-Friday 9am-5pm
Contract: This a temporary position until March 2026 but due to be extended pending performance and business needs
Brook Street in partnership with the His Majesty's Prison has a fantastic opportunity to join their team as an Call handler and Admin. This is great opportunity to gain valuable exposure/experience working within the Public Sector.
Experience Needed/desired:

• Dealing with customers
• Clear and understandable
• Time management
• IT skills
• Confident with technology
• Are able to deal with difficult applicants
• Have empathy
• Proactive thinking
• Customer service
• Not essential but helped support potential victims

List the duties/ responsibilities:

• Responding courteously to telephone 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 applicant feedback or instances of dissatisfaction
• Updating and maintaining relevant databases
• Liaising with internal colleagues and external stakeholders
• Recording statistical information on work completed

Clearance level (to be applied for by Brook Street upon a successful application):
Basic (Scottish) DBS
Training provided, what is their training plan and location of training:
No annual leave whilst in training.
Training will be provided by a trainer for first 2 weeks- then next 4 weeks will be with a buddy for practical training (6 weeks training altogether)
Additional clearance if applicable:
Please note that period of 6 months or longer spent outside of the UK in the last 5 years will unfortunately require an additional overseas police check, this will be the responsibility of the candidate to provide.
Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Skills Required