Compensation Support Manager

Job summary

The Infected Blood Compensation Authority (IBCA) has been established to deliver justice and fair redress to those affected by the infected blood tragedy.

IBCA is newly formed organisation operating in a sensitive and complex regulatory environment, IBCA is building a modern, compassionate, and evidenced based service from the ground up.

Please note; the mission of IBCA means that it is likely to be operational for a period of approximately 5 years, after which time 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.

For the first 6-8 weeks, there will be a requirement for you to be based on site full time (9am-5pm) while in training and consolidation. Following this, you will be expected to work from the office 80% of the time (on the provisor you have suitable home working conditions) with flexible working hours available. Our telephony opening hours are Monday to Friday 9am to 4pm, and as such, whilst we do offer some flexibility, ensuring sufficient cover for our claimants will be paramount and as such, we require you to be flexible.

Job description

The Compensation Support Manager will act as a specialist claim manager and subject matter expert, providing professional advice and leading on the end-to-end management of complex and sensitive claims. The role requires the consistent application of advanced analytical, regulatory and financial skills to ensure decisions are fair, accurate and compliant with statutory frameworks.

You will exercise professional judgement when assessing complex or conflicting evidence, engage with legal and clinical experts to inform decision making and contribute to the continuous improvement of IBCAs processes and guidance. This is a dynamic and high trust role requiring adaptability, precision and emotional resilience to handle sensitive information and interactions with compassion and professionalism.

Main Responsibilities

The post holder will operate as a skilled professional, exercising independent judgement and technical competence across the following core areas:

• Specialist claim management: Manage a defined caseload, acting as the primary point of contact for persons making a claim and their representatives. Exercise professional curiosity to continuously scrutinise and investigate complex, non-routine claims, applying rigorous risk management to resolve issues involving legal, financial, and clinical considerations while strictly adhering to statutory guidance and quality assurance processes.
• Regulatory Compliance and Financial Acumen: Apply detailed knowledge of IBCA regulations and compensation frameworks to determine eligibility and accurately calculate awards. Requires strong financial acumen to critically interpret complex financial data, articulate resulting complex information and outcomes using specialist calculation tools.
• Evidence Evaluation: Critically analyse and synthesise large volumes of complex medical, clinical and financial documentation to reach clear and accurate decisions. Maintain a strong understanding of clinical terminology and processes that are relevant to the Level 3 Compensation Support Manager role.
• Professional Judgement: Utilise high-level professional judgment to apply the balance of probabilities standard when reviewing conflicting or inconclusive evidence, prioritising sensitive claims, and determining necessary escalations to meet legislative and quality assurance requirements.
• Stakeholder Communication: Communicate complex and sensitive information clearly and compassionately to persons making a claim, external legal representatives and clinical experts. As an advocate for the person claiming compensation, using negotiation and influencing skills to challenge, clarify, evidence and where appropriate seek fair outcomes.
• Policy and Service Development: Identify and escalate areas of ambiguity or inconsistency in regulation or guidance, contributing to the ongoing review and refinement of IBCAs policy and operational frameworks.
• Ethical standards and compliance: Act in accordance with all safeguarding, data protection, and fraud prevention standards, ensuring risks are identified and escalated properly and promptly.
• Administrative and Data Assurance: Maintain accurate, high quality claim records, ensuring compliance with audit and assurance standards to ensure the delivery of financial integrity and public accountability.
• You may be required to undertake telephony duties manning our incoming telephony and registrations line and as such should have excellent communication skills.

Person specification

Essential Knowledge and Experience:

• Analytical and problem-solving skills: Proven ability to interpret complex information from a range of sources, exercising sound judgement to make complex proportionate decisions.
• Communication skills: Demonstrate high-level proficiency in the English language and expert written communication skills. Required for accurately conveying complex technical information via post/email, while simultaneously utilising clear verbal skills when managing cases and communicating compassionately with people making a claim via telephone.
• Resilience and Emotional Intelligence: Demonstrate empathy, composure, and professionalism, when handling sensitive or distressing matters, maintaining a trauma-informed approach to your activities.
• Organisational and self-management skills: Ability to manage a varied and demanding workload effectively, adapt to evolving processes and maintain attention to detail in a high volume environment.
• Regulatory and procedural awareness: Understanding or decision making in a regulated public or legal environment and the importance of fairness and transparency.
• Must demonstrate high flexibility and adaptability to manage evolving operational demands, regulatory changes, and the needs of a person making a claim, ensuring service delivery remains focused on people making a claim at all times.

Additional information:

Please note that for the first few weeks there will be a requirement for you to be based on site full time whilst we learn together and build the 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).

Behaviours

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

• Working Together
• Making Effective Decisions

Benefits

Alongside your salary of £38,105, Infected Blood Compensation Authority contributes £11,039 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

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.

Stage 1 - Application

As part of the application process, you will be asked to complete the following steps:

• CV - Please set out your career history/qualifications/previous skills and experience, highlighting specific responsibilities and achievements that are relevant to the essential criteria in the person specification section of the job advert. Please note, your CV will be used for information purposes only, and will not be scored as part of the recruitment process.
• Personal Statement (max. 750 words) - Please use your personal statement to explain how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the essential criteria in the person specification section of the job advert.
• Role Specific Question (max. 250 words) - You will also be asked to answer the following role specific question, which will test your Communication, Empathy, and Customer Service skills: “Give an example of when you had to communicate complex information in a challenging and emotionally charged environment, including how you demonstrated empathy and resilience to achieve a constructive outcome.” Please ensure your answer does not exceed 250 words. Any information that exceeds this word limit will be disregarded, and will not be assessed.

Should a large number of applications be received, an initial sift may be conducted using the role specific question. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to the next stage of the process.

Stage 2 - Pre-Recorded Video Assessment

Candidates who are successful at sift will then be invited to complete a brief online pre-recorded video interview. During the pre-recorded interview, candidates will be assessed against their motivation for applying for the role, communication skills, and experience through strength styled questions.

Further information will be made available to candidates who are successful at sift.

Stage 3 - Interview

Candidates who are successful at the pre-recorded interview stage will then be invited to attend a face-to-face interview.

At interview, candidates will be assessed on Behaviours, Experience, and Strength based questions.

IMPORTANT

Please note that this is a rolling campaign. This means that applications will be reviewed as they are submitted and any candidates that are successful at application stage may be invited to the pre-recorded assessment and interview as soon as their application has been assessed.

In addition, if there are a large number of applications, we may initially raise the benchmark and progress the highest scoring candidates to interview. Applications that meet the minimum standard but have not scored highly enough will remain on hold until called forward to the next stage of the recruitment process in merit order. Meeting the minimum requirements for each stage is no guarantee of an invitation to continue the next stage of the selection process.

Expected timeline (subject to change)

Expected sift date/s – 6th January - 23rd January 2026
Expected pre-recorded assessment date/s - 13th January - 28th January 2026
Expected interview date/s – Tuesday 17th February - Monday 2nd March 2026
Interview location - Your interview will take place face-to-face in our Glasgow location. Further details will be made available to candidates who are selected for interview.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via ibca.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to IBCA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

PLEASE NOTE: IBCA employees are public servants, therefore the Civil Service Nationality Rules (CSNR) do not apply. Candidates who do not meet the CSNR are welcome to apply and applications will not be rejected: successful candidates however will be subject to a Right to Work check to work within the UK.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
• 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 (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : IBCA Recruitment Team
• Email : ibca.recruitment@ibca.org.uk

Recruitment team

• Email : ibca.grs@cabinetoffice.gov.uk

Further information

Our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit by a fair and open competition. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should contact the Resourcing Team at IBCA.grs@cabinetoffice.gov.uk

Attachments

Employee Offer Opens in new window (pdf, 1851kB)437751 Compensation Support Manager - Candidate Pack Opens in new window (pdf, 901kB)