Head of Claims Support

NHS; Leeds; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A national health organization in the UK is seeking a leader for its Claims Support function to oversee strategic initiatives and operational excellence. This role demands a proven track record in managing services, driving performance improvements, and fostering a positive workplace culture. Preferred qualifications include relevant professional certifications and a master's degree. Join this respected organization to shape the future of claims management and enjoy benefits like competitive salary, professional development opportunities, and flexible working arrangements.

Benefits

Competitive salary and benefits package

Career growth and development opportunities

Collaborative work environment

Access to NHS Pension Scheme

Minimum of 27 days Annual Leave

Qualifications

• Track record of driving operational delivery in a support service or claims management environment.
• Experience in leading innovation initiatives with a focus on leveraging technology.
• Highly developed analytical and decision-making skills.

Responsibilities

• Provide leadership to the Claims Support function to ensure performance objectives are met.
• Lead initiatives for service improvement using a data-driven approach.
• Oversee budgetary planning and contribute to resource allocation.

Skills

Operational delivery management

Innovation and continuous improvement leadership

Analytical decision-making

Communication skills

Emotional intelligence

Education

Professional qualifications (e.g., PRINCE2, Lean Six Sigma)

Master's degree or equivalent relevant experience

Job description

Job summary

This is a newly created leadership role with responsibility for leading the specialist, multi‑disciplinary teams that provide essential, enabling support services to the operational teams. You will be required to work collaboratively with colleagues across the organisation to ensure the Claims Service is at the forefront of driving innovation and continuous service improvement, effectively leveraging data and technology to empower our operational teams to deliver fair and timely resolution. You’ll be a strategic and operational leader with demonstrable experience of overseeing operational services while driving innovation/service improvement and embedding positive culture change. While experience in the legal or insurance sectors are welcome, this role does not require you to be a qualified or practising solicitor. What matters most is your ability to lead/inspire teams, drive performance and deliver results in a complex and evolving environment. This role offers a unique opportunity to influence service delivery at a national level, whether you’re preparing to step into a senior leadership position or looking to diversify your portfolio through a lateral move. You’ll be joining a respected organisation where your expertise will help shape the future of claims management for the NHS.

What you’ll be doing

• Provide strategic and operational leadership to the Claims Support function, ensuring delivery of key performance objectives.
• Lead work to identify opportunities for service improvement and innovation, using a data‑driven approach to demonstrate measurable improvement of claims processes and outcomes.
• Help the Claims Leadership Team embed a positive culture of continuous improvement across the Claims Service.
• Oversee budgetary planning and contribute to financial strategy and resource allocation.

What you’ll bring

• A proven track record of driving operational delivery, managing competing priorities and developing talent in a customer/support service and/or claims management environment.
• Experience of leading innovation and continuous improvement initiatives (ideally with a focus on leveraging technology and/or data) and embedding positive culture change.
• Relevant professional qualifications (e.g. PRINCE2, Lean Six Sigma) and/or a master’s degree or equivalent relevant experience.
• Highly developed analytical, decision‑making and communication skills, with the credibility and presence to influence at all levels.
• High emotional intelligence, resilience under pressure and a commitment to ongoing professional development.

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.

Additional benefits and savings

• 24‑hour 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

About us

NHS Resolution is a not‑for‑profit, arm’s‑length organisation 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.

How to apply

Provide a supporting statement explaining exactly what you will bring to this role and how you meet the essential criteria in terms of your background, experience and career achievements to date, together with a CV listing detailed work history and job responsibilities.

Use of AI in applications

We recognise some candidates may wish to use AI to support their application. We do not prohibit such use but please clearly indicate in your application where you have used AI.

Closing date

18 January 2025

Advert closure

We reserve the right to close the advertisement early, should we receive sufficient applications.

Right to work

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.

Contact information

To find out more about the opportunity, please refer to the Applicant Pack or if you have a specific query contact Jane Austen or Richard Colwell at: [e-mail]

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer details

Employer: NHS Resolution

Address: Leeds, London, Hybrid or Home working; Leeds, England, United Kingdom; Yorkshire; LS1 4AP

Website: https://resolution.nhs.uk/careers/