Operational Leader

Job summary

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal.

IBCA will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.

We are committed to putting the infected and affected blood community at the centre of every decision we make and every step we take to build our organisation to deliver compensation payments.

IBCA employees will be public servants. If successful in this role you will be appointed directly into IBCA, on IBCA terms and conditions as a public servant.

Successful applicants will join the Civil Service Pension Scheme.

Please note that the mission of IBCA means that it is likely to be fully operational for a period of approximately up to 5 years, after which IBCA will become a smaller residual service. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.

Job description

We are seeking an inspirational operations leader to lead a team of multi-channel claim managers in a fast paced, high-profile organisation. This is an exciting opportunity to make a meaningful impact, advocating for claimants and driving improvements in operational delivery while ensuring alignment with ministerial priorities.

This role offers the opportunity to be at the forefront of delivering impactful services in a politically sensitive and dynamic environment. If you are a driven, adaptable leader who is passionate about making a difference, we would love to hear from you.

The number one goal for this new organisation is to build and maintain trust with its users. Effective, open and transparent communications will play an important part in this, as will your part in building a culture of being helpful, polite, respectful and fair.

For the first 8 weeks, there will be a requirement for you to be based on site full time whilst we learn together and build our team. Following this, you will be expected to work from the office at least 60% of the time (fulltime if you choose to do so).

Responsibilities

• You will lead and inspire, managing and supporting your team, who advocate on our claimants’ behalf, tracking and identifying large volumes of complex information to prove eligibility before paying compensation
• You will support complaint resolution and lead your team to respond to complaints where claimants express dissatisfaction, ensuring they are handled promptly, fairly and in line with IBCA’s complaints procedures
• You will shape organisational processes, working collaboratively, driving continuous improvement working to an agile, adaptive working environment, promoting flexibility and responsiveness to change
• You will provide coaching and guidance to team members, nurturing their development and ensuring consistent delivery of high standards. This is a chance to make a meaningful difference to the lives of individuals affected by infected blood
• You will lead a dedicated team in a supportive environment where health, well-being, and quality are at the core of everything we do
• Foster a positive and inclusive team environment that promotes wellbeing, collaboration, and a supportive culture aligned with departmental values

The IBCA’s primary objective is to pay and support people who are eligible for compensation accurately, accessibly, securely and speedily and you will be responsible for delivering against key performance indicators which both measure and report against these elements.

• People leadership, management, and development of IBCA claim managers, including talent management and employee engagement
  
• Management of operational performance and quality and efficiency of service
  
• Develop a clear vision for customer service which delivers for today and the future, and drives excellent quality and customer experience

Additional information:

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Person specification

Essential Criteria

We are looking for a passionate and resilient leader who thrives in navigating ambiguity and driving meaningful outcomes.

The ideal candidate will possess:

• Quality Assurance & Performance: Proven track record of implementing quality assurance frameworks, exceeding challenging KPIs in fast-paced environments, and driving continuous improvement

• People Leadership & HR: Strong expertise in HR compliance, managing complex employee relations, and providing actionable feedback to build a culture of accountability

• Coaching & Culture: Skilled mentor dedicated to developing talent, promoting psychological safety, and fostering an inclusive, high-performing team environment

• Enterprise Collaboration: Exceptional stakeholder management and negotiation skills, with a proven ability to align cross-functional goals across the organisation

• Workload Prioritisation & Time Management: Outstanding organisational skills to manage competing priorities, make sound decisions under pressure, and deliver results

• Customer Focus and Complaint Resolution: Responsible for upholding the organisation’s customer charter, ensuring services align with its commitments, and addressing customer complaints promptly, fairly, and effectively to maintain trust and satisfaction.

• Emotional Intelligence: High emotional intelligence with exceptional interpersonal skills to navigate conflict, build trust, and handle sensitive situations professionally

Benefits

Alongside your salary of £47,258, Infected Blood Compensation Authority contributes £13,690 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Premium allowance paid monthly after probation
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%
• 32.5 days of paid annual leave plus 8 bank holidays
• Family friendly policies to support you and your everyday responsibilities
• Enhanced maternity and paternity leave, up to 12 months shared parental leave

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guid