PPI Office Manager

Job summary

The successful candidate will fulfil the role of Office Manager in the Payment Protection Insurance (PPI) Team, leading a team of Administration Officers (AOs) to maximise returns to creditors.

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 9 active employee network groups available to join or become an ally, these include, Carers Network, Disability network group, Employee Assistance Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed - Men’s Network Group and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

Job description

The successful candidate will lead a team responsible for processing the timely distribution of funds received from the recovery of PPI related assets. This is a significant piece of work for the Insolvency Service, directly supporting one of our main objectives, maximising returns to creditors.

The overall purpose of the role is to lead an administration team to distribute funds to creditors. You will play an active role in the delivery of key performance indicators (KPIs) and departmental targets.

The PPI Team sits within the Business Services Division (BSD) of The Insolvency Service. BSD is an operational delivery directorate, providing high volume, often transactional services to the public or supporting the provision of these services by others. BSD supports the main purpose of the Insolvency Service, delivering economic confidence through supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors.

BSD delivers economic confidence through:

• making statutory redundancy payments to employees of insolvent companies
• managing the Debt Relief Order and Breathing Space processes and administering online bankruptcy applications
• identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
• providing a first point of contact for all insolvency service enquiries
• processing distributions to creditors from PPI compensation payments
• providing estate accounting and other business services to the agency

Responsibilities

Leadership and People Management: Setting direction – ensuring colleagues understand how their work contributes to the wider team and agency priorities. Effective delivery and throughput of cases within expected timelines and to appropriate quality requirements.

Line Management: Managing a team of Administration Officers. Undertaking regular performance reviews, setting objectives and responsibilities for performance, attendance and conduct management and effective management of health and safety, well-being and diversity issues.

Business and workforce planning: Ensure statistical data and management information is up-to-date and used to monitor performance and effective management of work throughput.

Audit and Assurance: Completing monthly audits in line with the audit plan and alignment of findings to the risk register, identifying risks and implementing actions to mitigate risks. Sharing feedback and lessons learned with colleagues.

Developing Self and Others: Act as a role model for your own self development and ensure all team members have the correct skills set and personal development plans. Be proactive in identifying gaps in knowledge and training needs and deliver training and coaching on an ongoing basis.

Management of casework processes: Ensure distribution work is carried out in a timely manner within the terms of legislative framework, internal policies and best practice. Alongside distribution work, this role will involve case completions, investigating complaints and management of shared mailboxes.

Working collaboratively: Working collaboratively within the PPI team and across the wider division and agency.

Person specification

To be successful in this role you will need to be able to demonstrate the following:

• management experience and the ability to engage and motivate the team to deliver positive business outcomes
• a motivation for learning and a can-do attitude
• a proactive and engaged approach, seeking guidance and support whenever appropriate
• excellent organisational skills and good time management
• resilience and the ability to reflect and learn from experience
• responding quickly, flexibly, and effectively to a wide range of demands and deliver to deadlines
• the ability to think ahead and maintain strong attention to detail, enabling you to anticipate issues and apply excellent problem‑solving skills
• the ability to work collaboratively to achieve team goals, while organising and prioritising your own workload to meet tight deadlines
• previous knowledge of the PPI distribution process is desirable

Essential Criteria:

• management experience including team development and mentoring.

Behaviours

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

• Developing Self and Others
• Communicating and Influencing
• Delivering at Pace

We only ask for evidence of these behaviours on your application form:

• Developing Self and Others

Benefits

Alongside your salary of £30,000, Insolvency Service contributes £8,691 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:

• flexible working arrangements and flexi-time
• full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
• in addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
• competitive maternity, paternity and parental leave
• 5 days paid leave for learning and development
• 5 days paid for volunteering
• a Cycle to work scheme
• staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life

Your pension is a valuable part of your total reward package where the employer makes a significant contribution to the cost of your pension. Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. For more information, visit www.civilservicepensionscheme.org.uk

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.

As part of the sift process, you will be asked to complete:

• CV
• Personal Statement
• Behaviours

• Behaviour 1 - Developing Self and Others

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Developing Self and Others, assessing candidates against the essential criteria. Only those who meet the essential criteria at this stage will proceed to a full assessment of their application. If a candidate does not meet the minimum requirements during the initial sift, the remainder of their application will not be reviewed. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

CV Guidance

Your CV should provide a clear overview of your employment history, key responsibilities, relevant qualifications, and the skills and experience you’ve gained throughout your career including any notable achievements.

Note: Your CV will not be scored as part of the assessment process and will only be used for reference purposes.

Personal Statement Guidance

Your personal statement should be no more than 500 words and must demonstrate how your personal skills, qualities, and experience align with the requirements of the role. Please ensure your statement references the essential criteria outlined in the person specification, as well as any desirable criteria. This will help provide a clearer basis for scoring and will be particularly useful in the event of tied scores.

If successful at the sift stage, at interview, you will be assessed on the following:

• Behaviours - assessed through:

• Behaviour 1 - Developing Self and Others

• Behaviour 2 - Communicating and Influencing

• Behaviour 3 - Delivering at Pace

• Strengths

Expected timeline (subject to change)

Sift – w/c 23 March 2026

Interview – w/c 30 March 2026

Location - MS Teams

Your interview will be conducted by video. Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.

Visa Applicants

To sponsor a candidate under the Skilled Worker visa, a sponsorship licence is required. The Insolvency Service does not currently hold this licence and therefore, cannot legally sponsor Skilled Worker visa applicants.

Hybrid Working

Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.

Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 60% in the workplace, which includes the office, site visits, court etc.

Further Information

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

Any move to Insolvency 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 and Barring Service 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.

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

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 insolvencyrecruitment.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.

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

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

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Rebecca Morris
• Email : Rebecca.Morris@insolvency.gov.uk

Recruitment team

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

Further information

If you feel there have been procedural irregularities at any stage of the recruitment process or that your application has not been treated in accordance with the Civil Service Commission’s Recruitment Principles, and wish to make a complaint, then in the first instance you should contact hr.recruitment@insolvency.gov.uk. If you are not satisfied with the response that you receive you can then contact the Civil Service Commission.

Attachments

Applying for a Job - A Candidate Guide Opens in new window (pdf, 3061kB)Insolvency Service Candidate Information Pack (Sept 2025) Opens in new window (pdf, 6459kB)