Head of customer operations Work, Jobs in Sct (with Salaries)

Head of Claimant Experience
Infected Blood Compensation Authority —Glasgow
- £58,655 a year
- Full-time
- Management
- Presentation skills
- Continuous improvement
- Annual leave
3d
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Johnsons UK Services Limited —Edinburgh
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Technical Bureau Operator (Weekends) - Glasgow
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Visa and International Support Assistant
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Deputy Director for Commercial Operations (Strategy, Architecture, Standards and Data)
Government Commercial Function —Glasgow
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Customer Service Team Leader
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Chief People Officer
The Scottish Government —Edinburgh
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Inside Sales Manager (Remote / Hybrid)
Sampled —Newhouse
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Head of Transport
Binn Group —Perth
- £50,000 - £60,000 a year
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Operations Support
Loc Hire —Bonnybridge
- £27,000 - £28,000 a year
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- Microsoft Word
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Analysis & Insight Manager
Nationwide Building Society —Glasgow
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- Analysis skills
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8d

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Head of Claimant Experience

Infected Blood Compensation Authority
Glasgow

Apply Now

Job details

Permanent | Full-time
£58,655 a year
3 days ago

Benefits

Annual leave
Company pension
Enhanced maternity leave
Enhanced paternity leave
Childcare

Qualifications

Management
Operations management
Stakeholder liaison
Complaint handling
Presentation skills
Continuous improvement
Continuous improvement cycles oversight
Conflict management
Organisational skills
Change leadership
Business
Team motivation leadership
Communication skills

Full job description

Details

Reference number

475772

Salary

£58,655

All candidates will be expected to start on the advertised salary.
In addition once the role holder has completed their probationary period (usually 6 months) they will become eligible to receive a pay premium allowance of £4,399 per annum. This pay premium allowance is non contractual and non pensionable.

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Grade 7

IBCA Level 5

Contract type

Permanent

Business area

IBCA - Operations

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Glasgow

About the job

Job summary

The Infected Blood Compensation Authority (IBCA) is a new arms-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 IBCAs 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 senior operations leader to oversee and lead multi-channel teams of claim managers, dedicated to providing high-quality service to claimants. This is a pivotal role that combines strategic direction, operational excellence, and empathetic leadership to ensure every claimant receives the support and compensation they deserve.

You will lead in a multi-channel environment, setting and communicating a clear strategic vision, balancing the big picture with operational and ministerial priorities. You will be operating with resilience and focus to meet challenging targets and align delivery with the organisations strategic objectives.

You will motivate and drive high-performing, diverse teams in an agile environment, ensuring exceptional delivery and alignment with KPIs. You will drive continuous improvement - identifying opportunities to enhance performance, processes, and claimant outcomes, driving innovation and embedding a culture of excellence.

You will embed quality in every aspect of operations, using customer insights to drive continuous improvement and coaching your people to succeed.

You will manage relationships with key stakeholders to shape organisational processes, maintaining transparency and trust, leading teams through change, fostering resilience adaptability in an agile, adaptive working environment.

You will champion the health and well-being of your team, demonstrating emotional intelligence, creating a supportive and inclusive environment.

IBCAs 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.

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.

Person specification

Essential Knowledge, Skills and Experience

We are looking for an exemplary leader of people who can thrive in a fast-paced, emotionally charged environment. The ideal candidate will possess:

Inspirational Leadership and Vision:

Demonstrated ability to inspire and motivate diverse teams, fostering a culture of trust, collaboration and high performance;
Experience of leading high performing teams and making the workplace a great place to work;
Recognised as a role model who leads by example, driving engagement and enthusiasm across all levels of the organisation.

Strategic Leadership and Direction Setting:

Proven ability to establish and communicate clear goals and direction for a team within a complex, multi channel organisation;
Skilled in managing ambiguity, navigating uncertainty and ensuring alignment across diverse channels and teams.

Delivering in High Profile Politically Sensitive Environments:

Extensive experience operating within high profile, politically sensitive environments, balancing competing priorities and stakeholder interests;
Adept at managing risk, ensuring discretion, and delivering outcomes that align with strategic and organisational objectives;
Strong skills in influencing and collaborating with diverse stakeholders.

Emotional Intelligence and Interpersonal Skills:

High levels of emotional intelligence to build trust based relationships, manage conflict effectively and lead empathetically;
Exceptional communication and negotiation skills, ensuring collaboration and alignment across diverse stakeholders;
Exceptional interpersonal skills to manage sensitive situations with empathy and professionalism.

Operational Excellence:

Proven ability to deliver against KPIs while maintaining service quality;
Experience leveraging feedback and insights to improve service delivery;
A clear, pragmatic and evidence-based approach to making decisions.

Well being 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 organisations customer charter, ensuring services align with its commitments, and addressing customer complaints promptly, fairly, and effectively to maintain trust and satisfaction.

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.

Benefits

Alongside your salary of £58,655, Infected Blood Compensation Authority contributes £16,992 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

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 for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , 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.

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 7 September 2026

Expected interview date/s w/c 14 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 [email protected] 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 youre 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

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.

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. 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 and Barring Service / 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 [email protected] 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 [email protected]

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 applicants 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.

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 [email protected] 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 youre deaf, a Language Service Professional.

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)
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

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 the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

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 Team
Email : [email protected]

Recruitment team

Email : [email protected]

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 [email protected]

Apply Now

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Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information