The NHS Resolution Claims Management function has embarked on the next phase of transformation and expansion with a vision to deliver a single, integrated claims function, with a supportive organisational structure that avoids duplication of effort and allows teams to develop their skills.
The claims teams manage claims emanating from former PCTs and Strategic Health Authorities, which transferred to the Secretary of State. The claims teams work in an interesting and dynamic climate, all contributing to a continually improving claims service.
The opportunity
This is an exciting opportunity to make a real difference at the heart of NHS Resolution’s Claims function. As Complaints and Learning Manager, you’ll play a key role in shaping how we respond to concerns, ensuring that every complaint is handled with empathy, professionalism and a commitment to learning. You’ll be empowered to influence practice, drive meaningful change and help foster a culture where feedback is valued and used to improve outcomes for patients, members and colleagues alike. Working alongside passionate and skilled teams, you’ll have the scope to innovate, collaborate and see the tangible impact of your workmaking this an ideal role for someone who thrives on challenge, continuous improvement and making a positive contribution to the NHS.
What you’ll be doing
In this pivotal role, you’ll set the tone for fair, compassionate complaint resolution across our Claims functionleading the endtoend handling of complex cases to deliver timely, evidencebased responses and clear routes to resolution.
You’ll turn insight into impact: analysing complaint trends, theming data and pinpointing root causes, then translating those findings into practical improvements that “close the loop” for colleagues, members and the people we serve. Collaboration will be at the heart of your work as you partner with Team Leaders, the Technical Claims Unit, Corporate Affairs and Corporate Governanceand, where appropriate, the Parliamentary and Health Service Ombudsman (PHSO)to ensure consistent standards and shared learning.
You’ll also build capability, designing and delivering handson training and guidance that promotes openness, transparency and a just, learning culture. To track progress, you’ll maintain compliant records and develop accessible dashboards and reports that give leaders realtime visibility of performance and outcomes, helping the organisation make informed decisions and celebrate what’s working. This is a role for someone who enjoys shaping practice, influencing stakeholders and seeing tangible improvements as a result of their work.
What we’re looking for
* Masters-level knowledge or equivalent experience in complaints investigation and learning
* Excellent written and verbal communication skills, with the ability to explain complex issues clearly and empathetically
* Strong stakeholder partnership and influencing skills, both internally and externally
* Experience in analysing data, identifying root causes, and driving improvements
* Sound understanding of NHS complaints regulations, corporate governance, and data protection (GDPR)
* Ability to work autonomously, manage competing priorities, and deliver results under pressure
What we offer in return
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and innovative work environment
* Work in a progressive environment towards data-driven strategies
* A commitment to diversity, equality, and inclusion
* Access to the NHS Pension Scheme and a minimum of 27 days Annual Leave.
* Commitment to support individuals in having a work and life balance, offering flexible working arrangements
When joining the NHS family, there are a wealth of savings, discounts and support you will be able to access
* 24 hours employee assistance programme from Health Assured (EAP)
* Eye care vouchers for Specsavers
* Health service discounts
* Blue Light card, a discount service for the emergency services and the NHS
* Cycle to work scheme
* Season ticket loan scheme
At NHS Resolution (NHSR), we pride ourselves on recruiting talented individuals from a wide array of professional backgrounds. While many of our team members come from the NHS, we also welcome expertise from insurance companies, legal firms, technology sectors, and everything in between. Our commitment to diversity means we value the unique perspectives and experiences that individuals from all walks of life bring to our organisation. By fostering an inclusive environment, we ensure that our team reflects the rich diversity of the communities we serve.
About us
NHS Resolution is a not-for-profit arm’s length of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.
NHS Resolution operates several indemnity schemes, on behalf of the Secretary of State for Health and Social Care, primarily for the handling of liability claims against English NHS Trusts and other commissioners and/or providers of NHS care. Please see our careers site for further details about us.
Additional information
Please submit a CV outlining your work history and key responsibilities, along with a supporting statement of no more than two A4 pages explaining what you will bring to the role and how you meet the essential criteria, drawing on your background, experience and career achievements. If you use AI to assist with any part of your application, please clearly indicate where it was used.
Closing date: 13 January 2026
We reserve the right to close the advertisement early, should we receive sufficient applications.
You must have the right to live and work in the UK. If you require a Visa, NHS Resolution is currently unable to support sponsorship requests.