Claim Manager (Infected Blood Compensation Authority)

In recognition of the hurt caused by the infected blood scandal and highlighted by the Infected Blood Inquiry (IBI), the government has accepted the moral case for a compensation scheme to pay compensation to those infected and affected.
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 claimant 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 fully operational for a period of approximately 5-7 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., This is a newly formed claim management team across IBCA.
This is a vital role that will allow you to deal with high profile casework. You will be part of a multi-channel team that has responsibility for developing trusting relationships with service users and advocating for them, gathering evidence and materials and synthesising that for clinical and financial assessors, processing applications and supporting our customers to make their claim including signposting to other support services (such as financial, mental health and legal services), and taking decisions in relation to claims. This is an exciting opportunity to shape learning and develop a world class service, working with policy and guidance as part of a multi functional team. You will be working with uncertainty and ambiguity, helping the team to develop the 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., + Manage an allocated caseload ensuring that work is progressed to a high quality;
+ Act as first point of contact/resolution, taking general enquiries by telephone where telephony demand requires, building relationships with claimants and so a flexible working approach will be required;
+ Gather, review and analyse evidence on behalf of the service users, ensuring minimum burden on them to prove their case, taking responsibility for own quality and working in accordance with our guidance and internal quality model;
+ Synthesise available information, and, where required, provide condensed case briefs to clinical assessors and financial analysts for their expert input and assessment of the impact, severity, and eligibility of cases;
+ Communicate professionally with individuals from the IBCA community via a multi-channel service, building trusting relationships;
+ Work to tight timescales and adapt to requests from service users and IBCA employees to meet shared goals;
+ Deal with some technical application queries and communications with beneficiaries, some of which may be challenging;
+ Advocate on behalf of customers as appropriate;
+ When required, assist the customer contact and resolution team in responding to complaints in line with IBCA's complaints procedure where the customer expresses dissatisfaction;
+ Independently re-examine claims where a customer requests an internal review to ensure they have been correctly decided on in accordance with IBCA policies and procedures, and also be responsible for preparing cases for His Majesty's Courts and Tribunal Service where the customer wishes to appeal an IBCA decision;
+ Signpost customers to relevant support functions such as legal and financial entities which may include researching the support required as part of the scheme, to discuss cases with others in the multi function team as needed to ensure correct signposting;
+ Foster an environment where colleagues’ safety and well-being is promoted, adhering to the Health and Safety procedures with knowledge of Equality and Diversity;
+ In addition, claim managers will develop, test and shape guidance, decision-aids and the service in IBCA’s design phase;
+ Highlight areas where there is room for improvement, eg enhancements to processes or the information we can provide, providing a vital link between those who wish to claim compensation and the organisation.
Please note - Our current telephony opening hours are Monday to Friday 9-5 and this may change as we learn more about our claimants and how best to meet their needs and as such flex will be required., + A CV (no longer than 150 words per role) setting out the last five years of your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.
+ A Statement of Suitability (no longer than 750 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for these roles against the essential knowledge, experience and skills in the person specification. (Please Structure your examples in the STAR format - Situation, Task, Action, and Result)
+ A 250 word role specific question.
Please note that your CV will be for reference only and will not be assessed.
Further details are enlisted in the application form.
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.
Interview process
Should you be successful at application stage, you will be invited to interview where you will be assessed Experience and Strengths.
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 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.
IBCA are seeking to recruit up to 500 Claim Managers between December 2024 and February 2026. We anticipate that the first successful applicants will take up employment in March 2025.
Expected timeline (subject to change)
For expected sift and interview dates, please see the timeline in the attached candidate pack.
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 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 recruitment.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
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to Cabinet Office 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. Determine your eligibility at https://www.childcarechoices.gov.uk
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.
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.
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.
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:
o UK nationals
o nationals of the Republic of Ireland
o nationals of Commonwealth countries who have the right to work in the UK
o 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)
o 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)
o individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
o 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 the Civil 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.

+ The ideal candidate will have proven experience working in a fast paced environment, with the ability to manage multiple tasks simultaneously, adapt quickly to changing priorities, and maintain a high level of accuracy under pressure.
+ Excellent problem solving skills with the ability to anticipate and resolve issues, seek out information, and to develop practical and creative solutions;
+ A high standard of written and verbal communication skills; this is a multi channel role where you will be required to manage cases and communicate with claimants via the telephone and via post/email;
+ Can use own discretion to make decisions using official procedure and understands where to seek further information to support applications;
+ Able to interpret information of a technical nature quickly and present findings both clearly and succinctly;
+ Excellent planning and organisational skills, including the ability to balance competing priorities and tasks whilst meeting tight deadlines;
+ Strong team-working and networking skills with internal and external stakeholders and a flexible approach;
+ Strong interpersonal skills and a high-level of emotional intelligence;
+ Able to collate and analyse information from a wide range of sources in order to make informed decisions.
+ Candidates must demonstrate strong emotional intelligence, including the ability to navigate complex interpersonal dynamics, show empathy, and manage their own emotions effectively in high pressure situations.
+ Will have proven customer service experience (ideally with vulnerable customers) in a fast paced environment., + Role Specific Question - Please evidence how you demonstrate excellent problem solving skills with the ability to anticipate and resolve issues, seek out information, and to develop practical and creative solutions. (250 words max)

Alongside your salary of £36,728, Cabinet Office contributes £10,640 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 which provides an attractive pension, benefits for dependants and average employer contributions of 27%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.