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For Companies At a Glance
- Tasks: Lead the resolution of complaints and drive improvements in NHS services.
- Company: Join NHS Resolution, a not-for-profit organisation dedicated to fair claims management.
- Benefits: Competitive salary, flexible working, 27+ days leave, and NHS pension scheme.
- Why this job: Make a real impact on patient care and foster a culture of learning.
- Qualifications: Masters-level knowledge in complaints investigation and strong communication skills.
- Other info: Collaborative environment with opportunities for personal development and career growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
This is an exciting opportunity to make a real difference at the heart of NHS Resolutions Claims function. As Complaints and Learning Manager, you’ll play a key role in shaping how we respond to concerns, ensuring that every complaint is handled with empathy, professionalism and a commitment to learning. You’ll be empowered to influence practice, drive meaningful change and help foster a culture where feedback is valued and used to improve outcomes for patients, members and colleagues alike. Working alongside passionate and skilled teams, you’ll have the scope to innovate, collaborate and see the tangible impact of your work—making this an ideal role for someone who thrives on challenge, continuous improvement and making a positive contribution to the NHS.
What You’ll Be Doing
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.
What We’re Looking For
- 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
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
- 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
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.
Additional information
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. Closing date 13 January 2026. 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.
Complaints and Learning Manager in Leeds employer: RIPOSTA
Contact Detail:
RIPOSTA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Learning Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to current or former employees at NHS Resolution on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management and learning. We should also think about specific examples from our past experiences that showcase our skills in handling complex cases and driving improvements.
✨Tip Number 3
Showcase our passion for the NHS and its values during the interview. Let’s express how we can contribute to a culture of learning and improvement, as this role is all about making a positive impact.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can leave a lasting impression. Plus, it shows we’re proactive and genuinely interested.
We think you need these skills to ace Complaints and Learning Manager in Leeds
Some tips for your application 🫡
Craft a Compelling CV: Your CV is your first impression, so make it count! Highlight your relevant experience in complaints investigation and learning, and don’t forget to showcase those excellent communication skills. Tailor it to reflect how you can contribute to the NHS Resolution Claims function.
Nail Your Supporting Statement: This is your chance to shine! Use up to two A4 pages to explain what you bring to the role. Be specific about your background and achievements, and connect them to the essential criteria mentioned in the job description. We want to see your passion for making a difference!
Showcase Your Analytical Skills: Since analysing data and identifying root causes is key for this role, make sure to include examples of how you've done this in the past. Whether it's through trends you've spotted or improvements you've driven, we want to know how you turn insight into impact!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our organisation there!
How to prepare for a job interview at RIPOSTA
✨Know Your Stuff
Make sure you brush up on NHS complaints regulations and corporate governance. Understanding the ins and outs of these areas will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Empathy
As a Complaints and Learning Manager, empathy is key. Prepare examples from your past experiences where you've handled complaints with compassion and professionalism. This will demonstrate your ability to connect with stakeholders and manage sensitive situations.
✨Data-Driven Mindset
Be ready to discuss how you've used data to identify trends and drive improvements in previous roles. Bring specific examples of how your analytical skills have led to tangible changes, as this aligns perfectly with the responsibilities of the position.
✨Collaboration is Key
Highlight your experience working with diverse teams and stakeholders. Prepare to discuss how you've fostered collaboration in the past, as this role requires strong partnership skills to ensure consistent standards and shared learning across the organisation.
