Case Manager; Appeals

NHS Resolution's Primary Care Appeals service is responsible for ensuring the prompt and fair resolution of appeals and disputes between primary care contractors and NHS England/integrated care boards.

Primary care contractors include GPs, dentists, opticians and pharmacists. We are looking to appoint a Case manager to our small but high performing team.

The position is a 13-month fixed-term role to cover maternity leave.

You will support in the delivery of fair and timely resolution by way of:

• The effective delivery of all aspects of allocated casework, managing cases in accordance with statutory procedures and meeting key performance indicators; and
• Preparing briefing material with appropriate case findings, rationale and determination to be issued to the decision-maker or the decision-making Committee for consideration.

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.

You are looking to appoint someone with the following skills and experience:

Ability to summarise in both written and verbal form, highly complex issues;

Able to work with a high level of ambiguity and achieve results;

Ability to take initiative, use sound judgement and make decisions within general guidelines;

Ability to cope with conflicting demands and pressures, outcome orientated;

Experience of working collaboratively with others to achieve their end goal, committed to advocating high-quality professional standards of team working and able to work in a multi-professional team; and

Excellent verbal, written and presentational communication skills.

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: 25 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.

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.