Job title: Claims Manager
Location: Benton Park View, Newcastle (We'll also be relocating to Newcastle City Centre early next year)
Salary: £36,728 per annum
Hours: Flexible Working is available Monday - Friday - Including full-time and part-time arrangements.
Contract: Full-time, part-time, flexible working. Please note that the initial 8-week training period is full-time Mon - Friday 9am to 5pm and must be attended in person at our office.
Make a meaningful impact with the Infected Blood Compensation Authority
The Infected Blood Compensation Authority (IBCA) exists to help right a historic wrong. Following the Infected Blood Inquiry, the UK Government accepted the moral case for a compensation scheme to support those infected and affected by the infected blood scandal.
Our mission is to deliver a trauma-informed, fair and empathetic service for those who have waited far too long for justice. This is a new organisation, and this is your opportunity to help build it - shaping a service that puts people at the centre.
Currently, all IBCA roles are hosted by the Cabinet Office within the Civil Service. However, once IBCA becomes fully operational, it is expected that most roles will transfer to IBCA as a new Arm's Length Body (ALB) separate from the Cabinet Office. Transferred roles will maintain the same or substantially the same terms and conditions of employment that are overall no less favourable.
It is anticipated that employees moving to IBCA will continue to participate in Civil Service pension arrangements with no break in pensionable service. Roles commencing after IBCA becomes operational will be with IBCA directly, on similar terms and conditions. All successful candidates will receive full details with their formal offer.
More information and a list of FAQs will be provided in the candidate pack and microsite.
About the role
You will join a new claim management team with responsibility for supporting people through every stage of the compensation process. This includes building trusting relationships with people who are eligible to claim compensation, gathering and reviewing evidence, working with clinical and financial advisors, and making clear and timely decisions.
You'll also contribute to the development of IBCA's systems, guidance and processes - helping shape what good looks like for this unique organisation.
What you'll do
- Manage your own caseload with care, quality and empathy
- Act as a first point of contact via phone, email and post
- Gather, analyse and process information to support fair decisions
- Write clear, accurate summaries for our clinical and financial teams
- Guide people through complex emotional and practical circumstances
- Make decisions using clear policies and guidance
- Support complaint responses and appeals
- Advocate for users and signpost to relevant services
- Work closely with colleagues to help shape the future of the service
What we're looking for
You don't need direct experience of compensation claims - but you do need emotional intelligence, adaptability and a genuine commitment to helping people.
You should also have:
- Strong communication skills across phone, e-mail and post
- The ability to manage multiple tasks under pressure
- Great planning and organisation skills
- Experience working with vulnerable individuals or in emotionally charged situations
- Confidence making decisions and explaining them clearly
- A commitment to fairness, inclusion and trauma-informed working
What to expect in your first few month
You'll start in our Newcastle office, full time, from week 9 onwards, you will be expected to spend 80% of your time working from the office.
The recruitment process:
Stage 1) Application - We will assess alignment with IBCA's mission and values; empathy, communication and experience supporting vulnerable groups. 15-minute application form.
Stage 2) Video Interview - We will assess core strengths that predict success: empathy, emotional intelligence & problem-solving. 20-30-minute video interview.
Stage 3) Virtual Assessment Centre - We will assess through a final interview and a group exercise three behaviours: managing a quality service, making effective decisions and working together and some strengths.
IBCA have 4 planned start dates for intakes as follows:
28/07/2025
26/08/2025
29/09/2025
27/10/2025
Why join IBCA?
- Purpose-Driven Work: Be part of a historic effort to deliver justice and recognition to those affected by one of the UK's most significant public health tragedies.
- Professional Growth: Gain exposure to high-profile, meaningful work with opportunities for development in public service, legal, and healthcare policy.
- Supportive Culture: Work in a trauma-informed, empathetic environment that prioritises wellbeing and collaboration.
- Legacy and Impact: Contribute to a national mission that will shape the future of public health and justice in the UK.
What are the benefits?
- 25 days annual leave (plus bank holidays)
- Access to the generous Civil Service pension scheme
- Flexible working where possible
- Ongoing training and development
- The opportunity to shape a brand-new service delivering justice
A final note
Our work is unique. We support a community that has already experienced significant trauma, and we are committed to doing so with dignity, care and fairness.
If you believe in justice, compassion and public service - and you want to help us build something important - please apply.
More information and a list of FAQs will be provided in the candidate pack and microsite which will be available soon.