Audit & Service Improvement ManagerNHS

Job summary

We are recruiting for an experienced Claims Auditor on a permanent basis who will primarily be auditing internal and external complex clinical and non-clinical claims files external suppliers. This key role within our Claims Function provides an exciting opportunity for the right candidate to help the Audit Team shape future developments and promote quality improvement within the Claims function at NHS Resolution.

Main duties of the job

You will be reviewing and evaluating systems, processes, and initiatives and the operational function of the Team. As well as working with the Audit Team Manager to both inform the audit process and monitor the delivery of actions arising from audit recommendations.

You will also be expected to provide support in the setting of strategy and the implementation of new policies affecting all claims schemes, assist and provide support in the monitoring of delivery against NHS Resolutions Business Plan and on the formulation of implementation plans for the introduction of service changes in conjunction with the Audit Team Manager.

The day-to-day focus of the role will be the audit of internal claims files across all schemes administered by NHS Resolution, including complex clinical and non-clinical claims (appropriate training and mentoring will be provided to the successful candidate if e.g. they only have knowledge of either non-clinical or clinical claims).

You will assess file handling against legal requirements, internal policies, best practice standards and agreed claims management expectations, identifying areas of good practice as well as opportunities for improvement.

Job description

The opportunity:

We are recruiting for an experienced Claims Auditor on a permanent basis who will primarily be auditing internal and external complex clinical and non-clinical claims files external suppliers. This key role within our Claims Function provides an exciting opportunity for the right candidate to help the Audit Team shape future developments and promote quality improvement within the Claims function at NHS Resolution.

What we’re looking for:

• Extensive personal injury and/or clinical negligence claims handling experience or equivalent knowledge and skills or post graduate qualification.
• Auditing experience.
• Excellent written and oral communication skills with the ability to communicate at all levels, sometimes in sensitive and or hostile environments.
• An ability to make decisions and be willing to highlight poor service delivery.
• Outstanding interpersonal, skills requiring diplomacy and professionalism.
• Ability to manage several priorities at the same time.
• Ability to work under pressure and to tight and immovable deadlines.

What do the current auditors say:

“Joining the audit team is an excellent opportunity to work with fantastic managers and colleagues to review and maintain the high quality of case handling expected from our case managers whilst also identifying and driving areas for improvement.

As an auditor, I, along with colleagues have been empowered to create, lead and contribute towards new audit projects for the benefit of the organisation. The encouragement provided to develop new audit projects, whilst performing everyday tasks is a testament to the professional and supportive nature of the audit managers and team members where everyone feels comfortable to contribute and assist in the success of various projects.”

‘Working in the audit team has helped broaden my understanding of claims management, the internal claims processes, and NHS Resolution’s vision and values. The scope and nature of audits vary from auditing claims from across the different indemnity schemes that NHSR operate to auditing Panel performance. The team is close knit, extremely friendly and regularly collaborate’. A former NHSR Case Manager

“In my previous role as a Claimant PI solicitor, I found myself always thinking about my files during the evenings / weekends – there was nothing quite like the feeling of sitting down to watch television on a Sunday evening and suddenly remembering the vast schedule of loss which had to be drafted the following day. Before going on annual leave, I would work long days to make sure my caseload was all up to date, only to return to the office and be faced with all of the work my pre-holiday efforts had generated. What I enjoy so much about my role in audit is that fact that once I have audited a file, that is it and I no longer have to think about it. I now have a much better work / life balance.”

"What I enjoy about working in the audit team, aside from how friendly (and it might surprise you to know fun) and supportive the team are, is the exposure to a really diverse range of work."

Additional information

Please submit a CV outlining your work history and key responsibilities, along with a supporting statement explaining what you will bring to the role and how you meet the essential criteria, including your background, experience and career achievements.

Closing date: Sunday 20th September 2026.

We encourage applicants to apply promptly, as we reserve the right to close vacancies early should sufficient applications be received

If you use AI to assist with any part of your application, please clearly indicate where it was used.

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.

About us

We are NHS Resolution, an arms length body operating under the Department of Health and Social Care. At our core, we specialise in claims management, dispute resolution, and knowledge sharing within the NHS.

Our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patient care.

Our Claims directorate is responsible for managing a total of ten indemnity schemes covering clinical and non-clinical legal liabilities of NHS organisations in England and independent sector providers of care to NHS patients.

The NHS Resolution Claims Management function has embarked on a transformation and expansion programme 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.