Head of Claimant Services (Infected Blood Compensation Authority)
| Posting date: | 17 March 2025 |
|---|---|
| Salary: | £67,126 to £71,795 per year |
| Hours: | Full time |
| Closing date: | 28 March 2025 |
| Location: | Newcastle-upon-Tyne |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 396617/1 |
Summary
Are you driven and ready to make a real impact? This is a challenging and fulfilling role that requires pace, impact, sensitivity, and compassion.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA). At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes operational, it is anticipated that most of these roles will transfer to IBCA, which is a new Arms Length Body (ALB) separate from the Cabinet Office. Roles that transfer to IBCA from Cabinet Office will maintain the same 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 operational will 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.
The Head of Claimant Services (HOCS) role is a demanding but incredibly rewarding role which carries a high level of responsibility. It also brings with it great variety and the opportunity to make a difference to the service we provide to people whose lives have been impacted by infected blood across the UK.
The HOCS is an influential senior leader in the Infected Blood Compensation Authority (IBCA). You will be responsible for growing and maintaining a high leadership profile across the team, inspiring our people to keep them motivated and engaged to deliver the best possible customer service in a challenging environment.
To support the requirement to rapidly establish and expand the operational function, this role will be expected to operate flexibly to assist with the readiness activities required to set up the operational delivery function, alongside its day-to-day operational leadership once it is established.
You will report directly to the Director of Operations
This role is responsible for delivering high-quality, trauma-informed, and user-focused services for IBCA. 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 which has the user at the heart of all we do and deliver with focus on respect, empathy and transparency.
Key elements of the role will include recruiting and training operational staff with the right skills and capabilities to deliver the scheme. Claim Managers who will assess and progress complex cases and Claim Resolution Managers who resolve claimant contact through our Claim Resolution Centre.
IBCA aims to provide accurate, accessible, secure, and swift compensation to eligible individuals. You will be responsible for meeting key performance indicators that measure and report on these core objectives, and assuring a quality service which minimises the opportunity for fraud and error.
Responsibilities include:
- Design and implement strategies to ensure operational excellence across all functions
- Provide effective people leadership, management, and development, focusing on talent management and enhancing employee engagement and wellbeing
- Collaborate with support schemes to facilitate a seamless transition of support payments into IBCA
- Work closely with key stakeholders to foster a strong safeguarding ethos within the organisation
- Demonstrate highly effective and inspirational leadership by role modelling exemplary leadership behaviours
- Shape and influence the operational direction of IBCA, working collaboratively with colleagues across the enterprise to achieve shared goals;
- Ensure the efficiency and effectiveness of systems and processes that deliver IBCA services, maintaining high levels of customer satisfaction
- Advocate for the development of capabilities and skills within the Operational Delivery Profession
- Work at pace to establish the necessary operational functions to deliver compensation claims within challenging timeframes.
Please note this role may involve some travel.
Proud member of the Disability Confident employer scheme