Compensation Manager

The Infected Blood Compensation Authority (IBCA) is a new arm?s-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 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 Compensation Manager will act as a specialist claim manager and subject matter expert, providing professional advice and leading on the end-to-end management of complex and sensitive claims. The role requires the consistent application of advanced analytical, regulatory and financial skills to ensure decisions are fair, accurate and compliant with statutory frameworks.

You will exercise professional judgement when assessing complex or conflicting evidence, engage with legal and clinical experts to inform
decision making and contribute to the continuous improvement of IBCAs processes and guidance. This is a dynamic and high trust role requiring adaptability, precision and emotional resilience to handle sensitive information and interactions with compassion and professionalism.

Responsibilities

The post holder will operate as a skilled professional, exercising independent judgement and technical competence across the following core areas:

• Specialist claim management: Manage a defined caseload, acting as the primary point of contact for persons making a claim and their representatives; Exercise professional curiosity to continuously scrutinise and investigate complex, non-routine claims, applying rigorous risk management to resolve issues involving legal, financial, and clinical considerations while strictly adhering to statutory guidance and quality assurance processes;
• Regulatory Compliance and Financial Acumen: Apply detailed knowledge of IBCA regulations and compensation frameworks to determine eligibility and accurately calculate awards. Requires strong financial acumen to critically interpret complex financial data, articulate resulting complex information and outcomes using specialist calculation tools;
• Evidence Evaluation: Critically analyse and synthesise large volumes of complex medical, clinical and financial documentation to reach clear and accurate decisions. Maintain a strong understanding of clinical terminology and processes that are relevant to the Level 3 Compensation Support Manager role;
• Professional Judgement: Utilise high-level professional judgment to apply the balance of probabilities standard when reviewing conflicting or inconclusive evidence, prioritising sensitive claims, and determining necessary escalations to meet legislative and quality assurance requirements;
• Stakeholder Communication: Communicate complex and sensitive information clearly and compassionately to persons making a claim, external legal representatives and clinical experts. As an advocate for the person claiming compensation, using negotiation and influencing skills to challenge, clarify, evidence and where appropriate seek fair outcomes;
• Policy and Service Development: Identify and escalate areas of ambiguity or inconsistency in regulation or guidance, contributing to the ongoing review and refinement of IBCAs policy and operational frameworks;
• Ethical standards and compliance: Act in accordance with all safeguarding, data protection, and fraud prevention standards, ensuring risks are identified and escalated properly and promptly;
• Administrative and Data Assurance: Maintain accurate, high quality claim records, ensuring compliance with audit and assurance standards to ensure the delivery of financial integrity and public accountability;
• You may be required to undertake telephony duties manning our incoming telephony and registrations line and as such should have excellent communication skills.

Information Session

Join us for a virtual briefing chaired by Joe Lee, Head of Claim Services, and Sarah Calderwood, Head of Service Experience for our Glasgow office.

This session is designed for you to learn more about the CM role and our core values at IBCA.

Details

• Eventbrite Information - https://www.eventbrite.com/e/infected-blood-compensation-authority-glasgow-compensation-manager-call-tickets-1989296882526?aff=oddtdtcreator
• Date - Thursday 21st May 2026
• Time - 11.00am - 11.30am

Essential Knowledge and Experience

• Analytical and problem-solving skills: Proven ability to interpret complex information from a range of sources, exercising sound judgement to make complex proportionate decisions;
• Communication skills: Demonstrate high-level proficiency in the English language and expert written communication skills. Required for accurately conveying complex technical information via post/email, while simultaneously utilising clear verbal skills when managing cases and communicating compassionately with people making a claim via telephone;
• Resilience and Emotional Intelligence: Demonstrate empathy, composure, and professionalism, when handling sensitive or distressing matters, maintaining a trauma-informed approach to your activities;
• Organisational and self-management skills: Ability to manage a varied and demanding workload effectively, adapt to evolving processes and maintain attention to detail in a high volume environment;
• Regulatory and procedural awareness: Understanding or decision making in a regulated public or legal environment and the importance of fairness and transparency.
• Must demonstrate high flexibility and adaptability to manage evolving operational demands, regulatory changes, and the needs of a person making a claim, ensuring service delivery remains focused on people making a claim at all times.

Additional information:

For the first 6-8 weeks, there will be a requirement for you to be based on site full time (9am-5pm) while in training and consolidation. Following this, you will be expected to work from the office 80% of the time (on the provisor you have suitable home working conditions) with flexible working hours available. Our telephony opening hours are Monday to Friday 9am to 4pm, and as such, whilst we do offer some flexibility, ensuring sufficient cover for our claimants will be paramount and as such, we require you to be flexible.

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together

• 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

Recent changes in skilled worker visa eligibility mean that a Skilled Worker must have a job offer in an eligible skilled occupation from a Home Office-approved sponsor. From 22 July 2025, the job must normally be skilled to level 6 (graduate level) on the Regulated Qualifications Framework for England and Northern Ireland, or the equivalent level in Wales or Scotland, or be included on either the Immigration Salary List or the Temporary Shortage List. Please be aware that if the role is not eligible for a skilled worker visa that we will be unable to provide sponsorship.

Job contact :

• Name : Kate Griffin
• Email : Kate.griffin@IBCA.org.uk

Recruitment team

• Email : IBCA.grs@cabinetoffice.gov.uk