Head of Claimant Experience

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 senior operations leader to oversee and lead multi-channel teams of claim managers, dedicated to providing high-quality service to claimants. This is a pivotal role that combines strategic direction, operational excellence, and empathetic leadership to ensure every claimant receives the support and compensation they deserve.

You will lead in a multi-channel environment, setting and communicating a clear strategic vision, balancing the big picture with operational and ministerial priorities. You will be operating with resilience and focus to meet challenging targets and align delivery with the organisations strategic objectives.

You will motivate and drive high-performing, diverse teams in an agile environment, ensuring exceptional delivery and alignment with KPIs. You will drive continuous improvement - identifying opportunities to enhance performance, processes, and claimant outcomes, driving innovation and embedding a culture of excellence.

You will embed quality in every aspect of operations, using customer insights to drive continuous improvement and coaching your people to succeed.

You will manage relationships with key stakeholders to shape organisational processes, maintaining transparency and trust, leading teams through change, fostering resilience adaptability in an agile, adaptive working environment.

You will champion the health and well-being of your team, demonstrating emotional intelligence, creating a supportive and inclusive environment.

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.

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.

Person specification

Essential Knowledge, Skills and Experience

We are looking for an exemplary leader of people who can thrive in a fast-paced, emotionally charged environment. The ideal candidate will possess:

Inspirational Leadership and Vision:

• Demonstrated ability to inspire and motivate diverse teams, fostering a culture of trust, collaboration and high performance;
  
• Experience of leading high performing teams and making the workplace a great place to work;
• Recognised as a role model who leads by example, driving engagement and enthusiasm across all levels of the organisation.
  

Strategic Leadership and Direction Setting:

• Proven ability to establish and communicate clear goals and direction for a team within a complex, multi channel organisation;
• Skilled in managing ambiguity, navigating uncertainty and ensuring alignment across diverse channels and teams.
  

Delivering in High Profile Politically Sensitive Environments:

• Extensive experience operating within high profile, politically sensitive environments, balancing competing priorities and stakeholder interests;
• Adept at managing risk, ensuring discretion, and delivering outcomes that align with strategic and organisational objectives;
• Strong skills in influencing and collaborating with diverse stakeholders.
  

Emotional Intelligence and Interpersonal Skills:

• High levels of emotional intelligence to build trust based relationships, manage conflict effectively and lead empathetically;
• Exceptional communication and negotiation skills, ensuring collaboration and alignment across diverse stakeholders;
• Exceptional interpersonal skills to manage sensitive situations with empathy and professionalism.
  

Operational Excellence:

• Proven ability to deliver against KPIs while maintaining service quality;
• Experience leveraging feedback and insights to improve service delivery;
• A clear, pragmatic and evidence-based approach to making decisions.
  

Well being and Culture Advocacy:

• Passionate about fostering an environment of well-being and psychological safety;
• Promotes a positive, inclusive culture that supports mental and physical health, ensuring a motivated and resilient workforce.
  

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.

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.

Benefits

Alongside your salary of £58,655, Infected Blood Compensation Authority contributes £16,992 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