Operations Leader (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 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 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., 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.
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 take ownership of 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.
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 6-8 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 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., + 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 1000 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)
Please note that your CV will be for reference only and will not be assessed.
Further details are enlisted in the application form.
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 50 Service Experience Leaders 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).
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We are looking for a passionate and resilient leader who thrives in navigating ambiguity and driving meaningful outcomes.
Quality Assurance and Standards:
+ Experienced in implementing and maintaining rigorous quality assurance frameworks to deliver consistently high standards across all channels;
+ Strong attention to detail and a commitment to ensuring excellence in outputs and processes.
Performance Management and HR Expertise:
+ Comprehensive knowledge of HR policies and procedures, including managing performance, employee relations, and policy compliance;
+ Skilled in providing constructive feedback, handling complex HR matters, and driving accountability and improvement.
Coaching and Development:
+ Proven ability to coach and mentor team members, fostering professional growth and building high performing teams;
+ Identifies development needs and implements tailored training initiatives to improve individual and team capabilities.
Delivering Against Challenging KPIs:
+ Track record of achieving and exceeding challenging KPIs in fast paced, high pressure environments;
+ Skilled in balancing competing priorities, adapting strategies, and maintaining focus on delivering results.
Enterprise Collaboration:
+ Experience in working across the enterprise to align objectives, manage interdependencies, and leverage cross functional expertise;
+ Strong stakeholder management skills to ensure effective communication, collaboration, and alignment at all organisational levels.
Workload Prioritisation and Time Management:
+ Exceptional organisational skills with the ability to prioritise workloads effectively for self and team;
+ Proven capability to make decisions under pressure and manage multiple, often conflicting, priorities.
Continuous Improvement and Innovation:
+ Committed to driving continuous improvement initiatives to enhance efficiency, processes and outcomes;
+ Encourages innovation, adaptability, and a culture of learning to ensure sustained organisational success.
Wellbeing and Culture Advocacy:
+ Passionate about fostering an environment of well being and psychological safety;
+ Promotes a positive, inclusive culture that supports mental and physical health, ensuring a motivated and resilient workforce.
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 and Interpersonal Skills:
+ High levels of emotional intelligence to build trust based relationship, manage conflict effectively, and lead empathetically;
+ Excellent communication and negotiation skills, ensuring collaboration and alignment across diverse stakeholders;
+ Exceptional interpersonal skills to manage sensitive situations with empathy and professionalism.
Please note - Candidate info sessions will be held online at 9:30-10:15 on 11th December and 13:00-13:45 on 17th December, sign ups are via Eventbrite.

Alongside your salary of £42,382, Cabinet Office contributes £12,278 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 employer contributions of 28.97%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.