JOB SUMMARY

At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes an independent employer, it is anticipated that most of these roles will transfer to IBCA, which means that the post-holder will leave the Civil Service to become a public servant.
Roles that transfer to IBCA from Cabinet Office will maintain the same (Infected Blood Compensation Authority) or substantially the same terms and conditions of employment that are overall no less favourable. It is anticipated that employees who move from Cabinet Office to IBCA will be able to continue to participate in the Civil Service Pension arrangements with no break in their pensionable service.
Roles commencing after IBCA has become an employer may be with IBCA itself on similar terms and conditions. All successful candidates will receive full details of the terms and conditions of employment for their role with their formal job offer.
Please note that the mission of IBCA means that it is likely to be operational for a period of approximately 5 to 7 years. 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 multichannel 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.
For the first 8 weeks there will be a requirement for you to be based on site fulltime whilst we learn together and build our team. Following this, you will be expected to work from the office at least 80% of the time. Our telephony opening hours are Monday-Friday, 9am-5pm and, whilst we do offer some flexibility, ensuring sufficient cover for our claimants will be paramount and as such we require you to be flexible.
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.
If you are ready to take on this impactful and challenging role, we’d 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.

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:

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.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

MAIN RESPONSIBILITIES

• 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 organisation’s 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 claimant 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.
• 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.