Head of Claims Support

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

Job summary

A national healthcare organization in the UK seeks a strategic leader for a new role in claims management. This leadership position involves overseeing multidisciplinary teams, driving service improvements, and ensuring operational excellence. The ideal candidate will have experience in leading through innovation and continuous improvement, alongside strong analytical and communication skills. The organization offers a competitive salary, career development, and a commitment to diversity and work-life balance.

Benefits

Competitive salary and benefits

Opportunities for career growth

Collaborative work environment

Access to NHS Pension Scheme

Minimum of 27 days Annual Leave

Flexible working arrangements

Employee assistance programme

Eye care vouchers

Cycle to work scheme

Season ticket loan scheme

Qualifications

• Proven track record in managing competing priorities.
• Experience in service/support management environment.
• Commitment to ongoing professional development.

Responsibilities

• Provide strategic and operational leadership to the Claims Support function.
• Identify opportunities for service improvement using data-driven approaches.
• Embed a culture of continuous improvement across the Claims Service.
• Oversee budgetary planning and financial strategy.
• Lead and develop teams in a complex environment.

Skills

Leadership in operational delivery

Innovation and continuous improvement

Analytical decision-making

Communication skills

Emotional intelligence

Education

Professional qualifications (e.g., PRINCE2)

Master's degree or equivalent experience

Job description

Main duties of the job

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.

About us

NHS Resolution is a not‑for‑profit arms 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.

Job responsibilities

The opportunity

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 drive a demonstrable 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.

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.
• Blue Light card, a discount service for the emergency services and the NHS.
• Cycle to work scheme.
• Season ticket loan scheme.

To apply please provide us with 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. As well as your CV listing detailed work history and job responsibilities.

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

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.

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 (formerly known as CRB) to check for any previous criminal convictions.