Senior Customer Assurance Quality Lead (Infected Blood Compensation Authority)
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 and develop the compensation service. 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 operational for a period of approximately 5 to 7 years. 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.
The Senior Customer Assurance Quality Lead role is a demanding but incredibly rewarding role which carries a high level of responsibility but also brings with it great variety and the opportunity to make a difference to the service we provide to people whose lives have been impacted by infected blood across the UK.You will be responsible for the development and design of a robust quality assurance strategy, implementing and embedding continuous improvement practices.
This role will suit someone who is curious, able to work with discretion, possess sound judgement and can critically assess information. Our case managers will be responsible for managing caseloads, gathering, and assimilating large volumes of information on a customer’s behalf.
Your role will be to ensure that not only the correct processes and procedures have been followed, but that between them, the case manager, and the clinical assessor, have advocated as required on the customers behalf and have delivered a service IBCA can be proud of.
This role is responsible for delivering and introducing a Quality Model and Strategy, including production of the quality monitoring, and measuring tools. The successful candidate will ensure that quality data is used to identify potential training and coaching opportunities, individual and team areas for improvement.They will always look to maximise capability and capacity to meet the assurance model.
We are looking for a highly motivated individual who has excellent understanding and knowledge of customer service models and best practices that underpin them. You will have excellent communication skills and can present information and explain changes effectively.You have proven organisational and planning abilities, alongside effective problem solving and decision-making skills.
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 part of the team responsible for ensuring these elements happen.
Key responsibilities- Leading and supporting the implementation of a quality approach to continuously drive and improve business performance, quality, and customer experience;
- High level assurance of quality results and feeding back standards;
- Monitoring performance using key analytical data and feedback and using this to deliver improvements;
- Accountable for efficiency and effectiveness of systems/processes that deliver IBCA services to the customer, ensuring high levels of customer satisfaction;
- Act as an advocate for the development of capability and skills as part of the Operational Delivery Profession;
- To be the driver of accuracy to deliver an excellent quality lead culture amongst our people and leaders;
- Embed a quality strategy that supports our desire to be a learning organisation, putting in place robust feedback process to enhance our peoples learning experience.