Complaints Handler

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

As a Complaints Manager at the Infected Blood Compensation Authority, you will play a critical part in delivering fair, transparent and empathetic justice to individuals whose lives have been impacted by infected blood across the UK. The primary focus will be leading the end-to-end management of complex and sensitive complaints regarding IBCA service delivery, operational processes and staff conduct. You will investigate escalated concerns, evaluate case handling against organisational standards and regulations, and engage directly with complainants and representatives to ensure every complaint receives a thorough, fair and balanced outcome.

Key Responsibilities

• Complaint Resolution: Lead the investigation and resolution of complex, high-profile or sensitive complaints in line with IBCA complaint management frameworks and policy.
• Evidence Gathering: Review case files, operational data and staff logs objectively to establish clear timelines, facts and root causes of service dissatisfaction.
• Claimant Engagement: Conduct sensitive, empathetic discussions with complainants or their representatives to clarify issues, manage expectations and communicate findings.
• Drafting Responses: Write professional, defensible, high-quality response letters and reports that clearly explain findings, remedies and redress where appropriate.
  Continuous Improvement: Analyse complaint data to identify systemic trends, operational vulnerabilities and learning points, presenting actionable recommendations to senior management.
• Stakeholder Collaboration: Partner with Legal, Policy and Operations teams to ensure consistent application of standards and remedy mechanisms across all cases.
• Reporting and Governance: Maintain robust record-keeping systems and produce accurate performance metrics for internal governance boards and external oversight bodies.

Person specification

Essential Criteria

• Complaint Handling Expertise: Proven track record of managing and resolving complex, high-stakes complaints within a dedicated complaints function in a regulated or public sector environment.
• Regulatory Compliance: A comprehensive understanding of Parliamentary Ombudsman Complaint Standards and real world examples of when these have been used within complaint management.
• Analytical Capability: Proven ability to interpret complex operational procedures, regulations and evidence to reach impartial, evidence-based conclusions.
• Outstanding Communication: Exceptional written and verbal communication skills, with extensive experience managing emotionally demanding conversations with empathy and authority.
• Judgement and Integrity: Strong decision-making skills with the courage to acknowledge service failures, recommend remedies and drive organisational accountability.
• Claimant-Centric Approach: Commitment to delivering excellent, person-centred service in high-profile, heavily scrutinised public sector settings.

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.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £39,439, Infected Blood Compensation Authority contributes £11,425 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 guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application information

As part of your application, you will be asked to complete an anonymised CV, which should include your career history, skills and experience.

You will also be asked to complete a Personal Statement, of no more than 750 words, that demonstrates how you meet the Essential Skills for the role.

At sift, you will be assessed on your CV and Personal Statement

Should you be successful at sift, you will be invited to attend an interview where you will be assessed on behaviours and strengths. You will also be asked to complete a written exercise ahead of the interview. More details on this will be provided at the interview stage.

Expected timeline (subject to change)