Complaints and Learning Manager

NHS RESOLUTION; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A health service organization in Leeds seeks a skilled professional to lead complaint resolution within their Claims function. The successful candidate will manage complex cases, analyze complaint trends, and enhance collaboration across teams. You should possess a Masters-level understanding of complaints investigation along with excellent communication and stakeholder influencing skills. The organization offers a supportive environment and numerous benefits, emphasizing diversity and inclusion in the workplace.

Benefits

Competitive salary and benefits package

Opportunities for career growth and development

Access to the NHS Pension Scheme

Minimum of 27 days Annual Leave

Flexible working arrangements

Qualifications

• Masters-level knowledge or equivalent experience in complaints investigation and learning.
• Ability to explain complex issues clearly and empathetically.
• Sound understanding of NHS complaints regulations, corporate governance, and data protection (GDPR).

Responsibilities

• Set the tone for fair complaint resolution across the Claims function.
• Lead the end-to-end handling of complex cases for evidence-based responses.
• Collaborate with stakeholders to ensure consistent standards and shared learning.

Skills

Excellent written and verbal communication skills

Strong stakeholder partnership and influencing skills

Experience in analysing data and identifying root causes

Ability to work autonomously and manage competing priorities

Education

Masters-level knowledge in complaints investigation

Job description

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

Key Responsibilities

In this pivotal role, you ll set the tone for fair, compassionate complaint resolution across our Claims function, leading the end‑to‑end handling of complex cases to deliver timely, evidence‑based 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 Governance, and, where appropriate, the Parliamentary and Health Service Ombudsman (PHSO) to ensure consistent standards and shared learning. You ll also build capability, designing and delivering hands‑on 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 real‑time 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.

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.

Qualifications

• 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, 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.

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.

Benefits

• 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
• 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

When joining the NHS family, there are a wealth of savings, discounts and support you will be able to access.

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.