SEO Operations Leader (Infected Blood Compensation Authority)
| Posting date: | 15 May 2025 |
|---|---|
| Salary: | £42,382 to £45,920 per year |
| Hours: | Full time |
| Closing date: | 28 May 2025 |
| Location: | Newcastle-upon-Tyne |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 404971/1 |
Summary
The Infected Blood Compensation Authority 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.
This is an exciting opportunity to shape the organisation and develop the compensation service, working with policy and guidance teams as part of a multi functional team. You will be working with uncertainty and ambiguity as we build our service and this will require adaptability, an innovative mindset and resilience.
We want you to shape how IBCA will deliver justice and an excellent service for those wishing to claim compensation. Our service will have the customer at the heart of everything we do.
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.
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.
We are looking for a passionate and resilient leader who thrives in navigating ambiguity and driving meaningful outcomes.
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 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.
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.
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.
For the first 8 weeks, there will be a requirement for you to be based on site full time (9am-5pm) 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 (full time if you choose to do so). 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 role has previously been advertised under reference 373460. Whilst the selection process differs, the experience and skills we are looking for candidates to demonstrate are closely related.
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