Operations Leader
Posted 2 days ago
- Newcastle upon Tyne, Tyne and Wear
- Any
- External
- Expires In 3 months
THE INFECTED BLOOD COMPENSATION AUTHORITY
Customer Service Experience Leader/Operations Leader
Salary: £42,382-£45,920
Contract: Permanent
Location: Newcastle
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 the customer experience around highly sensitive conversations
As a new organisation, it’s our number one goal to build and maintain trust with our customers. After all, people who’ve been impacted by events relating to the supply of contaminated blood products need to be treated politely, respectfully and fairly. Those will be watchwords of the culture you’ll help us to build. As a Customer Service Experience Leader, you’ll manage a team of claim managers who deal with high profile and sensitive information. It’s their role to advocate on behalf of service users. Developing a clear vision for customer service, you’ll be instrumental in driving excellent customer experiences.
You’ll make sure open, effective and transparent communications are at the heart of every claim manager’s approach. Leading and developing a team who are passionate about helping people, you’ll ensure they operate effectively across multiple channels – from phone, to email and post – and with colleagues across multiple functions, including medical and financial assessors. Under your guidance, they’ll track and identify large volumes of complex information to prove customers’ eligibility for compensation. Ensuring the quality of their work, you’ll champion our objective to pay and support all those who are eligible for compensation accurately, securely and speedily.
Be a role model of excellent leadership
We’re recruiting to a number of Customer Service Experience Leader roles. Every one should be a highly effective and inspirational leader, ready to role model leadership behaviours for diverse, high performing teams. With proven experience of operational leadership and delivery against challenging goals and timelines, you’re ready to shape our customer experience. Alongside a clear vision of what customer service excellence looks like, you’ll bring to the role impressive collaboration and influencing skills. The ability to build an effective network of key stakeholders quickly will be key to your success. Equally important is a flair for analysing data and using customer insight to drive standards.
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
Customer Service Experience Leader/Operations Leader
Salary: £42,382-£45,920
Contract: Permanent
Location: Newcastle
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 the customer experience around highly sensitive conversations
As a new organisation, it’s our number one goal to build and maintain trust with our customers. After all, people who’ve been impacted by events relating to the supply of contaminated blood products need to be treated politely, respectfully and fairly. Those will be watchwords of the culture you’ll help us to build. As a Customer Service Experience Leader, you’ll manage a team of claim managers who deal with high profile and sensitive information. It’s their role to advocate on behalf of service users. Developing a clear vision for customer service, you’ll be instrumental in driving excellent customer experiences.
You’ll make sure open, effective and transparent communications are at the heart of every claim manager’s approach. Leading and developing a team who are passionate about helping people, you’ll ensure they operate effectively across multiple channels – from phone, to email and post – and with colleagues across multiple functions, including medical and financial assessors. Under your guidance, they’ll track and identify large volumes of complex information to prove customers’ eligibility for compensation. Ensuring the quality of their work, you’ll champion our objective to pay and support all those who are eligible for compensation accurately, securely and speedily.
Be a role model of excellent leadership
We’re recruiting to a number of Customer Service Experience Leader roles. Every one should be a highly effective and inspirational leader, ready to role model leadership behaviours for diverse, high performing teams. With proven experience of operational leadership and delivery against challenging goals and timelines, you’re ready to shape our customer experience. Alongside a clear vision of what customer service excellence looks like, you’ll bring to the role impressive collaboration and influencing skills. The ability to build an effective network of key stakeholders quickly will be key to your success. Equally important is a flair for analysing data and using customer insight to drive standards.
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