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Head of Customer Service Experience

Who we are and what we aim to achieve

The Infected Blood Compensation Authority (IBCA) was set up in response to the devastating events that occurred in the 1970s and 1980s when more than 30,000 people in the UK received contaminated blood products. The IBCA will work with people who have been infected and affected by these issues, and when you join us you’ll have the opportunity to shape and design an organisation that will make a difference to the lives of thousands of people throughout the UK.

Shape operational excellence in a life-changing service

We’re seeking a select number of inspiring individuals to take the lead on operations delivering compensation to people affected by infected blood. As one of our Heads of Customer Experience you’ll oversee and lead teams working across telephone, email, video conferencing and post to provide high-quality service to claimants. It’s a pivotal role with responsibilities spanning strategic direction and operational excellence, in a service where emotionally charged conversations and life-changing decisions happen daily. With a passion for delivering meaningful results, twinned with an empathetic leadership style, you’ll be integral to ensuring every claimant gets the support they deserve.

Building, motivating and driving high-performing, diverse teams in an agile environment, you’ll make sure claimants are at the heart of decision-making. Setting and communicating a clear strategic vision, you will shape services that are compassionate, responsive and effective. Using customer insights to drive improvement, you’ll lead teams through change, fostering resilience and adaptability. Creating a supportive and inclusive workplace in which everyone can be at their best, you’ll take employee health and wellbeing very seriously. Along the way, you’ll forge trusted relationships with key stakeholders.

Lead strategically and empathetically

We’re looking for leaders who excel in managing high-performing teams, navigating complex challenges, and driving continuous improvements based on customer insight. You know how to make a fast-paced workplace a great place to work. Your emotional intelligence and exceptional interpersonal skills are central to your approach and will equip you to manage sensitive situations with empathy and professionalism. We’ll expect you to have a proven ability to deliver against KPIs while maintaining service quality in an agile environment. A flair for strategic thinking and evidence-based decision making is also vital.

The Civil Service embraces diversity and promotes equal opportunities. With this in mind, we run a Disability Confident Scheme for candidates with disabilities who meet the minimum selection criteria. Also, please note that successful candidates must meet our security requirements before they can be appointed, and will also undergo a criminal record check