Operational Leader

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

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.

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.

For the first 8 weeks, there will be a requirement for you to be based on site full time whilst we learn together and build our team. Following this, you will be expected to work from the office at least 60% of the time (fulltime if you choose to do so).

Responsibilities

• 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 support complaint resolution and lead your team to respond to complaints where claimants express dissatisfaction, ensuring they are handled promptly, fairly and in line with IBCA’s complaints procedures
• 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
• 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

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.

Person specification

Essential Criteria

We are looking for a passionate and resilient leader who thrives in navigating ambiguity and driving meaningful outcomes.

The ideal candidate will possess:

• Quality Assurance & Performance: Proven track record of implementing quality assurance frameworks, exceeding challenging KPIs in fast-paced environments, and driving continuous improvement

• People Leadership & HR: Strong expertise in HR compliance, managing complex employee relations, and providing actionable feedback to build a culture of accountability

• Coaching & Culture: Skilled mentor dedicated to developing talent, promoting psychological safety, and fostering an inclusive, high-performing team environment

• Enterprise Collaboration: Exceptional stakeholder management and negotiation skills, with a proven ability to align cross-functional goals across the organisation

• Workload Prioritisation & Time Management: Outstanding organisational skills to manage competing priorities, make sound decisions under pressure, and deliver results

• Customer Focus and Complaint Resolution: Responsible for upholding the organisation’s customer charter, ensuring services align with its commitments, and addressing customer complaints promptly, fairly, and effectively to maintain trust and satisfaction.

• Emotional Intelligence: High emotional intelligence with exceptional interpersonal skills to navigate conflict, build trust, and handle sensitive situations professionally

Benefits

Alongside your salary of £47,258, Infected Blood Compensation Authority contributes £13,690 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 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, experience and qualifications.

You will also be asked to complete a Personal Statement, of no more than 1000 words, that demonstrates how you meet the Essential Skills for the role.

You will also be asked to answer the following role specific question at application stage:

Please provide an example of when you have led a team in ambiguity, whilst liaising with key stakeholders.

Please ensure your answer to the role specific question does not exceed 250 words. Any information that exceeds this word limit will be disregarded, and will not be assessed.

At sift, you will be assessed on your role specific question, CV and Personal Statement. 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 assessment/interview.

Should you be successful at sift, you will be invited to attend an interview where you will be assessed on experience and strengths.

Expected timeline (subject to change)

Expected sift date – w/c 10 August 2026

Expected interview date/s – w/c 31st August and w/c 7th September 2026

Interview location - Your interview will either be conducted face to face or by video.

You will be notified of the location if you are selected for an interview.

Reasonable Adjustments

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.

Sponsorship

IBCA recruitment policy limits Skilled Worker visa sponsorship solely to roles designated as business-critical (internal role not prioritised as hard to fill). Because this position does not fall into that category, we will not be offering sponsorship. Therefore, to be considered for this role, you must be able to demonstrate your right to work in the UK without requiring employer sponsorship.

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.

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

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 IBCA 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.

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.

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 basic (or equivalent) 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

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
• 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)