SEO Quality & Customer Experience Leader (QCEL) in Newcastle upon Tyne

The Infected Blood Compensation Authority (IBCA) is a new arm\’s-length body set up 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, and those who love and care for them. The organisation is committed to putting the infected and affected blood community at the centre of every decision it makes and at every step of building the organisation to deliver compensation payments.

IBCA employees will be public servants. Successful applicants will join the Civil Service Pension Scheme and be appointed directly into IBCA on IBCA terms and conditions. The role is expected to run for approximately 5 to 7 years, after which employees will receive support and guidance to find a new role within or outside the Civil Service.

Role Overview

The SEO Quality & Customer Experience Leader will be a central figure in providing technical support and quality assurance, offering consistent and reliable assistance to claims managers and quality assurers. The position requires a period of full‑time on‑site training for the first 8 weeks and then working from the office 80% of the time, with flexible working available.

Responsibilities

• Lead comprehensive case reviews to understand accuracy levels, identify learning opportunities, and contribute to developing the Monetary Value Fraud and Error (MVFE) measure.
• Provide senior‑level Tier 2 assurance for Quality Assurers to ensure consistency and compliance with agreed standards.
• Conduct in‑depth analysis of quality data to proactively identify and mitigate risks.
• Offer technical escalation routes for Team Leaders, QA Team members and Quality Assurance Facilitators to improve the speed and accuracy of claims processing.
• Ensure standards are updated to reflect relevant process changes, particularly when new cohorts are implemented.
• Guarantee that technical advice aligns with the latest guidance, escalating to Service Design and People and Capability when ambiguity or gaps exist.
• Lead monthly discussions with senior operational leaders to ensure key learnings from case reviews are applied.
• Share key learnings from quality assurances with the Operational Improvement Lead to foster a culture of continuous improvement.
• Share key learnings with the People Excellence Team (PET) to support improvements to guidance and training.
• Manage relationships with Service Design, People and Capability, Operational Leaders and the Quality Operational Lead (SEO) for ongoing learning.
• Deliver coaching sessions to teams in areas requiring significant improvement.

Qualifications

• Quality Assurance Expertise – track record of leading comprehensive case reviews, identifying and progressing learning opportunities, and contributing to successful metrics.
• Technical Support Provision – proven capability to provide technical escalation support and higher level assurance checking for Quality Assurers.
• Process Improvement & Compliance – experience in updating standards to reflect process/policy changes and ensuring technical advice aligns with the latest guidance.
• Analytical Skills – experience in conducting in‑depth analysis of quality data to proactively identify and mitigate major risks and to provide pertinent management information and reports.
• Influencing, Leadership and Collaboration – ability to brief senior leaders on key developments in Quality Assurance, lead focused case study reviews and manage relationships across functional teams.
• Coaching & Development – experience in creating and delivering coaching sessions to improve team performance.
• Delivery of improved outcomes – for example, improved QA results, reduced errors, enhanced compliance, increased claimant satisfaction and better integration of change into QA processes.

Benefits

• Salary of £47,258 per annum.
• Contributions to the Civil Service Defined Benefit Pension scheme – £13,690 from IBCA.
• Premium allowance paid monthly after probation.
• Learning and development opportunities tailored to your role.
• Flexible working options available.
• Culture encouraging inclusion and diversity.
• 28.97% employer contribution to the Civil Service Pension.
• 32.5 days of paid annual leave plus 8 bank holidays.
• Family‑friendly policies to support everyday responsibilities.
• Enhanced maternity and paternity leave, up to 12 months shared parental leave.

Security and Eligibility

• Successful candidates must undergo a criminal record check.
• Personnel working with government assets must complete baseline personnel security standard checks.
• Nationalities explored:

• UK nationals
• Republic of Ireland nationals
• Commonwealth nationals with the right to work in the UK
• EU, Switzerland, Norway, Iceland or Liechtenstein nationals (and their settled or pre‑settled family members)
• Individuals with limited leave to remain or indefinite leave to remain eligible for EUSS before 31 December 2020
• Turkish nationals and certain family members with the right to work in the Civil Service

Additional Information

IBCA employees are public servants; therefore, Civil Service Nationality Rules do not apply. Candidates who do not meet the CSNR are welcome to apply, but successful candidates will be subject to a right‑to‑work check to work within the UK.

Feedback will only be provided if you attend an interview or assessment. For accessibility issues with any attachments on this advert, please contact the provided email address.

Recent changes in skilled worker visa eligibility mean that, unless the role is eligible for a skilled worker visa, sponsorship cannot be provided.