Job summary
In this key leadership role, you will have operational responsibility for all Claims management service teams nationally and will be accountable for delivering operational performance targets aligned with NHS Resolutions strategy, and for supporting the development and implementation of initiatives that support new business opportunities and service innovation.
You'll be a strategic and operational leader with a focus on operational management. While legal or insurance credentials are welcome, this role does not require you to be a qualified or practising solicitor. What matters most is your knowledge of handling personal injury and / or clinical negligence claims and ability to lead teams in a large scale operation, drive performance, and deliver results in a complex and evolving environment.
This role offers a unique platform 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.
Main duties of the job
As Head of Claims (Operations), in this pivotal leadership role, you'll report directly to the Deputy Director of Claims Management. You will have operational responsibility for all regional claims management teams, and you will be accountable for delivering operational performance targets aligned with NHS Resolutions strategy, and for supporting the development and implementation of processes to support new business opportunities and service innovations.
You will be part of the Claims Leadership Team, responsible for the safe and effective running of the Claims Service. This includes leading and implementing strategic changes, potentially handling your own caseload of highly complex, sensitive, and contentious claims, and contributing to the development and delivery of the Business Plan. You will also be expected to build and lead a high-performance culture,
identifying opportunities for continuous improvement and innovation.
About us
NHS Resolution is an arms-length body of the Department of Health and Social Care. We provide expert support to the NHS in resolving concerns and disputes fairly, sharing learning for improvement, and preserving resources for patient care.
We operate several indemnity schemes on behalf of the Secretary of State for Health and Social Care, primarily handling liability claims against NHS Trusts and other providers of NHS care.
Our Claims operation is one of the largest in the country, managing over 17,000 new claims annually. These include high-value, complex and often sensitive clinical negligence cases, which require careful handling and strategic oversight.
As one of the Englands leading indemnifiers, we offer candidates the opportunity to work on quality, meaningful and intellectually stimulating cases that make a real difference to patient care and NHS services.
Job description
Job responsibilities
The opportunity
Leeds Hybrid / London Hybrid
In this key leadership role, you will have operational responsibility for all Claims management service teams nationally and will be accountable for delivering operational performance targets aligned with NHS Resolutions strategy, and for supporting the development and implementation of initiatives that support new business opportunities and service innovation.
Youll be a strategic and operational leader with a focus on operational management. While legal or insurance credentials are welcome, this role does not require you to be a qualified or practising solicitor. What matters most is your knowledge of handling personal injury and / or clinical negligence claims and ability to lead teams in a large scale operation, drive performance, and deliver results in a complex and evolving environment.
This role offers a unique platform 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. Youll 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 operational and strategic leadership to the Claims management teams and support functions, ensuring delivery of key performance objectives.
- Leading and embedding transformational change across the Claims Service.
- Engaging with senior internal and external stakeholders on high-profile matters requiring discretion and diplomacy.
- Identifying opportunities for service improvement and innovation, driving continuous enhancement of claims processes.
- Overseeing budgetary planning and contribute to financial strategy and resource allocation.
What You'll Bring
- A thorough understanding of claims management within a healthcare context, including NHS culture and relevant legislation.
- Extensive experience in managing complex and high value personal injury and/or clinical negligence claims, including litigation and the associated operational processes.
- Experience of communicating with a range of stake holders including healthcare providers and unrepresented claimants who may be challenging decisions made on claims
- Experience in leading large-scale operations with the ability to lead teams, lead initiatives, drive performance, and deliver results in a complex and evolving environment.
- Ability to identify, plan and drive operational improvement and change in key areas
- Excellent communication skills with the credibility and presence to influence at all levels of the organisation
- Strong analytical and decision-making capabilities.
- High emotional intelligence, resilience under pressure, and a commitment to ongoing professional development.
At NHS Resolution, we are proud to recruit talented individuals from a wide range of professional backgrounds. While many of our colleagues come from within the NHS, we also welcome expertise from legal, insurance, technology, and other sectors. We value the diverse perspectives and experiences that enrich our organisation and reflect the communities we serve. If youre ready to take on a senior leadership challenge and make a meaningful impact, wed be delighted to hear from you
What We Offer in Return
- Competitive salary and benefits package.
- Opportunities for career progression and professional development.
- A collaborative and forward-thinking work environment.
- A progressive approach to data-driven strategy and innovation.
- A strong commitment to diversity, equality, and inclusion.
- Access to the NHS Pension Scheme and a minimum of 27 days annual leave.
- Flexible working arrangements to support work-life balance.
Additional Benefits
- 24/7 Employee Assistance Programme (Health Assured).
- Eye care vouchers (Specsavers).
- NHS and health service discounts.
- Blue Light Card for emergency services and NHS staff.
- Cycle to Work scheme.
- Season ticket loan scheme.
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:17th November 2025 at 23.59pm
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.
The location for this role is either working from our Leeds or London offices on a hybrid basis.
To find out more about the opportunity, please refer to the candidate pack or if you have a specific query contact either Richard Colwell, Resourcing Manager via email: richard.colwell@nhs.net or Jane Austen, Resourcing Advisor email:jane.austen1@nhs.net
Job description
Job responsibilities
The opportunity
Leeds Hybrid / London Hybrid
In this key leadership role, you will have operational responsibility for all Claims management service teams nationally and will be accountable for delivering operational performance targets aligned with NHS Resolutions strategy, and for supporting the development and implementation of initiatives that support new business opportunities and service innovation.
Youll be a strategic and operational leader with a focus on operational management. While legal or insurance credentials are welcome, this role does not require you to be a qualified or practising solicitor. What matters most is your knowledge of handling personal injury and / or clinical negligence claims and ability to lead teams in a large scale operation, drive performance, and deliver results in a complex and evolving environment.
This role offers a unique platform 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. Youll 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 operational and strategic leadership to the Claims management teams and support functions, ensuring delivery of key performance objectives.
- Leading and embedding transformational change across the Claims Service.
- Engaging with senior internal and external stakeholders on high-profile matters requiring discretion and diplomacy.
- Identifying opportunities for service improvement and innovation, driving continuous enhancement of claims processes.
- Overseeing budgetary planning and contribute to financial strategy and resource allocation.
What You'll Bring
- A thorough understanding of claims management within a healthcare context, including NHS culture and relevant legislation.
- Extensive experience in managing complex and high value personal injury and/or clinical negligence claims, including litigation and the associated operational processes.
- Experience of communicating with a range of stake holders including healthcare providers and unrepresented claimants who may be challenging decisions made on claims
- Experience in leading large-scale operations with the ability to lead teams, lead initiatives, drive performance, and deliver results in a complex and evolving environment.
- Ability to identify, plan and drive operational improvement and change in key areas
- Excellent communication skills with the credibility and presence to influence at all levels of the organisation
- Strong analytical and decision-making capabilities.
- High emotional intelligence, resilience under pressure, and a commitment to ongoing professional development.
At NHS Resolution, we are proud to recruit talented individuals from a wide range of professional backgrounds. While many of our colleagues come from within the NHS, we also welcome expertise from legal, insurance, technology, and other sectors. We value the diverse perspectives and experiences that enrich our organisation and reflect the communities we serve. If youre ready to take on a senior leadership challenge and make a meaningful impact, wed be delighted to hear from you
What We Offer in Return
- Competitive salary and benefits package.
- Opportunities for career progression and professional development.
- A collaborative and forward-thinking work environment.
- A progressive approach to data-driven strategy and innovation.
- A strong commitment to diversity, equality, and inclusion.
- Access to the NHS Pension Scheme and a minimum of 27 days annual leave.
- Flexible working arrangements to support work-life balance.
Additional Benefits
- 24/7 Employee Assistance Programme (Health Assured).
- Eye care vouchers (Specsavers).
- NHS and health service discounts.
- Blue Light Card for emergency services and NHS staff.
- Cycle to Work scheme.
- Season ticket loan scheme.
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:17th November 2025 at 23.59pm
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.
The location for this role is either working from our Leeds or London offices on a hybrid basis.
To find out more about the opportunity, please refer to the candidate pack or if you have a specific query contact either Richard Colwell, Resourcing Manager via email: richard.colwell@nhs.net or Jane Austen, Resourcing Advisor email:jane.austen1@nhs.net
Person Specification
Qualifications
Essential
- Masters Degree or equivalent relevant experience
- Legal or insurance qualification (e.g. ACII or Solicitor)
Experience
Essential
- Experience of the process of handling complex and high value personal injury and / or clinical negligence claims (in England and Wales), including litigation.
- Experience of managing large scale operations and building strong working relationships across all levels of the organisation
- Experience of operational process associated with personal injury/clinical negligence claims
Person Specification
Qualifications
Essential
- Masters Degree or equivalent relevant experience
- Legal or insurance qualification (e.g. ACII or Solicitor)
Experience
Essential
- Experience of the process of handling complex and high value personal injury and / or clinical negligence claims (in England and Wales), including litigation.
- Experience of managing large scale operations and building strong working relationships across all levels of the organisation
- Experience of operational process associated with personal injury/clinical negligence claims
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.
