Job summary
NHS Resolution is a not-for-profit part 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 a number of 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.
The
NHS Resolution Claims Management function is in a 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.
This
is an exciting time for the function with a wide range of opportunities
available to support our aims.We are therefore recruiting a talented Claims Support Service Team Manager to join the Claims Support Service Team on a permanent contract basis.
The Claims Support Service Team consists of teams of Admin and Claims Assistants. The Claims Support Service Team Manager is a key operational role within the Claims Management Function;
the post holder is expected to utilise their experience and skills gained
within a similar service-led environment, directly line managing and leading the team, ensuring it is
effective, motivated and continues to successfully deliver this essential
service.
Main duties of the job
The post
holder should possess a positive, resilient attitude with an ability to act
selflessly when responding flexibly to the needs of the service. The post
holder will strive for continuous improvement of themselves, colleagues and the
service and will ensure uninterrupted excellent service delivery, particularly
in relation to the provision of a range administrative support functions.
Experience in
staff management / supervision / leading project teams and/ or working groups,
attention to detail and enthusiasm for data quality, service improvement and
exemplary customer service is essential.
In addition to the
above we are looking for:
- Excellent oral and written
communication skills
- Excellent organisational
skills and ability to multitask
- Excellent team working
skills, with the ability to work flexibly within a multi-professional
environment
- Analytical, innovative
way of thinking and problem solving
- Understanding and knowledge
of business administration and project planning procedures
- Demonstrable resilience in
challenging circumstances
- Understanding strategic
planning and leading service improvement projects
- Able
to develop, maintain and review administrative processes to ensure they
are fit for purpose
Please note on site presence, for a minimum of one day per week, in either our Leeds or London office is a requirement for the role.
Please
see the attached Job description and Person Specification for more detailed information.
About us
NHS Resolution
is an Arms Length Body of the Department of Health & Social Care. As a not
for profit part of the NHS, our purpose is to provide expertise to the NHS to
resolve concerns fairly, share learning for improvement and preserve resources
for patients. We have four key service areas.
- Claims
Management: delivering expertise in handling clinical and non-clinical claims
to members of our Indemnity Schemes.
- Practitioner
Performance Advice: providing advice, support and interventions in relation to
concerns about the individual performance of Doctors, Dentists and Pharmacists.
- Primary
Care Appeals: offering an impartial tribunal service for the fair handling of
Primary Care contracting services.
- Safety
and Learning: supporting the NHS to better understand and learn from claims,
concerns and disputes; to target safety activity while sharing learning across
the NHS.
What do we have to offer?At NHS Resolution, we
strive to be an employer of choice. Some of the benefits we offer include
access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are
also committed to support individuals in having a work and life balance,
offering flexible working arrangements. Furthermore, we can offer a chance to
gain extra skills and training and with regular reviews and a clear plan, all
employees can develop to their full potential.
Job description
Job responsibilities
Please ensure that you read the job
description carefully and that you address each of the requirements of the post
in the person specification in your supporting statement sections, as your
application will be assessed against these criteria. Your online application should relate to the specific
position you are applying for and you are expected to highlight examples and achievements
that demonstrate the competencies outlined in the job description and from the
vacancy notice in your application form. Try to keep it structured and to the
point.
***Please note, if you have applied for this role
in the last 6 monthsand have not been successful at any stage of the
recruitment (shortlisting, written assessment, interview or further
assessments), your application may not be considered as part of this
campaign.
Please note that we cannot accept CVs for this role, therefore your
application must be via the NHS Jobs online application form. In your application form, you need to demonstrate
that you have read the published person specification and how you meet the
essential and (where relevant) desirable criteria for this particular post.
Please include your reasons for applying and take the opportunity to
highlight your particular talents and strengths, (what you feel you can
personally offer - what is unique to you - what sets you apart from your
peers).
You will have 10,000 characters to demonstrate the information above,
this will be across two sections (supporting statement and supporting statement
continued).
Please DO NOT include personal details or duplicate information already provided
elsewhere in your application.
To assess your suitability for this
role with consideration to the job description and person specification a range
of assessment activities will form part of the selection process. This will include:
1) A written assessment which
will be used for further shortlisting. The written assessment will be undertaken
in the week commencing 10 July 2023.
2) A formal interview and further
assessments which will be held via conference call or video-based interaction
rather than face to face meetings. The assessments & interviews date is
scheduled for 31st July and 1st August 2023and will be used to
assess knowledge, skills and competency of the candidates.
***
Trigger warning: Please note that the scenarios and any data
utilised for the assessments are fictional, having been created purely for the
purpose of recruitment and selection and to assess the applicants suitability
for the role. Thus, any similarity to any situation described as well as person
whether living or not, is coincidental, however it may include injury and
negligence descriptions and content that may be upsetting or triggering for
some applicants. Please do make us aware via nhsr.claimsrecruitment@nhs.net should you foresee any issues with certain
situations that may be triggering to you.
We communicate with our
candidates via phone and email, please ensure you have added the mobile phone
number and your personal email address in the contact fields on application.
Some communications about your
application and invitation to interviews for this vacancy may be done via NHS
Jobs therefore please check your NHS Jobs account for any communication as
well. Unsuccessful applicants will be notified via NHS Jobs of the outcome of
their applications.
We have been granted permission to use
the Employment Service's "Positive about Disabled People" symbol. Any
applicant with a disability who meets the minimum specification for the post as
set out in the person specification is guaranteed an interview.
Please note: If you require a Visa to work in
the UK, NHS Resolution is currently unable to support any sponsorship requests.
The Claims
Teams at NHS Resolution are London and Leeds based and we will be happy to talk
to you about flexible/hybrid working arrangements as part of the application
and interview process. Home working is subject to meeting homeworking
assessment requirements, (including a minimum broadband speed of 18Mbps and a
dedicated work space).
Your referees should usually be the Human Resources Department or equivalent of
your current and most recent employers, rather than a line manager. Please include an email address and telephone for your referees.
Job description
Job responsibilities
Please ensure that you read the job
description carefully and that you address each of the requirements of the post
in the person specification in your supporting statement sections, as your
application will be assessed against these criteria. Your online application should relate to the specific
position you are applying for and you are expected to highlight examples and achievements
that demonstrate the competencies outlined in the job description and from the
vacancy notice in your application form. Try to keep it structured and to the
point.
***Please note, if you have applied for this role
in the last 6 monthsand have not been successful at any stage of the
recruitment (shortlisting, written assessment, interview or further
assessments), your application may not be considered as part of this
campaign.
Please note that we cannot accept CVs for this role, therefore your
application must be via the NHS Jobs online application form. In your application form, you need to demonstrate
that you have read the published person specification and how you meet the
essential and (where relevant) desirable criteria for this particular post.
Please include your reasons for applying and take the opportunity to
highlight your particular talents and strengths, (what you feel you can
personally offer - what is unique to you - what sets you apart from your
peers).
You will have 10,000 characters to demonstrate the information above,
this will be across two sections (supporting statement and supporting statement
continued).
Please DO NOT include personal details or duplicate information already provided
elsewhere in your application.
To assess your suitability for this
role with consideration to the job description and person specification a range
of assessment activities will form part of the selection process. This will include:
1) A written assessment which
will be used for further shortlisting. The written assessment will be undertaken
in the week commencing 10 July 2023.
2) A formal interview and further
assessments which will be held via conference call or video-based interaction
rather than face to face meetings. The assessments & interviews date is
scheduled for 31st July and 1st August 2023and will be used to
assess knowledge, skills and competency of the candidates.
***
Trigger warning: Please note that the scenarios and any data
utilised for the assessments are fictional, having been created purely for the
purpose of recruitment and selection and to assess the applicants suitability
for the role. Thus, any similarity to any situation described as well as person
whether living or not, is coincidental, however it may include injury and
negligence descriptions and content that may be upsetting or triggering for
some applicants. Please do make us aware via nhsr.claimsrecruitment@nhs.net should you foresee any issues with certain
situations that may be triggering to you.
We communicate with our
candidates via phone and email, please ensure you have added the mobile phone
number and your personal email address in the contact fields on application.
Some communications about your
application and invitation to interviews for this vacancy may be done via NHS
Jobs therefore please check your NHS Jobs account for any communication as
well. Unsuccessful applicants will be notified via NHS Jobs of the outcome of
their applications.
We have been granted permission to use
the Employment Service's "Positive about Disabled People" symbol. Any
applicant with a disability who meets the minimum specification for the post as
set out in the person specification is guaranteed an interview.
Please note: If you require a Visa to work in
the UK, NHS Resolution is currently unable to support any sponsorship requests.
The Claims
Teams at NHS Resolution are London and Leeds based and we will be happy to talk
to you about flexible/hybrid working arrangements as part of the application
and interview process. Home working is subject to meeting homeworking
assessment requirements, (including a minimum broadband speed of 18Mbps and a
dedicated work space).
Your referees should usually be the Human Resources Department or equivalent of
your current and most recent employers, rather than a line manager. Please include an email address and telephone for your referees.
Person Specification
Supporting Statement
Essential
- In this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular post. (Skills and Abilities, Knowledge and Understanding). Please include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers).
- Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
- Excellent written communication skills, including the ability to draft letters, memos, reports and take minutes of meetings, combined with excellent attention to detail.
- Excellent oral communication skills, with the ability to communicate confidently and professionally with senior colleagues and internal/external stakeholders.
- Demonstrable resilience in challenging circumstances.
- Excellent organisational skills, with a proven ability to work on own initiative to meet challenging deadlines and a focus on delivering results.
- Excellent team working skills, with the ability to work flexibly within a multi-professional environment and inspire continuous improvement in colleagues.
- Demonstrable commitment to excellent customer service, with ability to inspire others to reach the same high level.
- Strong IT skills, including experience of Microsoft Office packages (including Word, Excel, Outlook etc.) and working with databases.
- Ability to motivate others to achieve objectives.
- Ability to work without supervision and see tasks through to completion.
Desirable
- Understanding and knowledge of business administration and project planning procedures.
Qualifications
Essential
- Educated to degree level or equivalent relevant experience.
Desirable
- Experience of service/operational management.
Experience
Essential
- Experience of supervising/managing staff.
- Experience of cultivating and maintaining excellent working relationships with internal and external stakeholders, including senior management.
- Experience of managing a variety of complex and competing demands often to tight deadlines.
- Experience of challenging established ways of working in pursuit of improved efficiency and productivity.
- Experience of developing, maintaining and reviewing administrative processes to ensure they are fit for purpose.
- Experience of co-ordinating complex and sensitive case work.
Desirable
- Experience strategic planning and leading service improvement projects.
- Experience of developing operational policies, and procedures to support the development of key services.
Supporting statement (continued)
Essential
- Should you require more space, please continue your supporting statement in this section here.
Additional application information
Essential
- What is your current location? Please add which location you closest to and applying for -London or Leeds.
Desirable
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
Person Specification
Supporting Statement
Essential
- In this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular post. (Skills and Abilities, Knowledge and Understanding). Please include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers).
- Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
- Excellent written communication skills, including the ability to draft letters, memos, reports and take minutes of meetings, combined with excellent attention to detail.
- Excellent oral communication skills, with the ability to communicate confidently and professionally with senior colleagues and internal/external stakeholders.
- Demonstrable resilience in challenging circumstances.
- Excellent organisational skills, with a proven ability to work on own initiative to meet challenging deadlines and a focus on delivering results.
- Excellent team working skills, with the ability to work flexibly within a multi-professional environment and inspire continuous improvement in colleagues.
- Demonstrable commitment to excellent customer service, with ability to inspire others to reach the same high level.
- Strong IT skills, including experience of Microsoft Office packages (including Word, Excel, Outlook etc.) and working with databases.
- Ability to motivate others to achieve objectives.
- Ability to work without supervision and see tasks through to completion.
Desirable
- Understanding and knowledge of business administration and project planning procedures.
Qualifications
Essential
- Educated to degree level or equivalent relevant experience.
Desirable
- Experience of service/operational management.
Experience
Essential
- Experience of supervising/managing staff.
- Experience of cultivating and maintaining excellent working relationships with internal and external stakeholders, including senior management.
- Experience of managing a variety of complex and competing demands often to tight deadlines.
- Experience of challenging established ways of working in pursuit of improved efficiency and productivity.
- Experience of developing, maintaining and reviewing administrative processes to ensure they are fit for purpose.
- Experience of co-ordinating complex and sensitive case work.
Desirable
- Experience strategic planning and leading service improvement projects.
- Experience of developing operational policies, and procedures to support the development of key services.
Supporting statement (continued)
Essential
- Should you require more space, please continue your supporting statement in this section here.
Additional application information
Essential
- What is your current location? Please add which location you closest to and applying for -London or Leeds.
Desirable
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
