Communications and Engagement Lead

National Health Service

London, London

£47126 - £53219 / Per Year
London, London, UK
London, London
1 day ago

Job Reference: 912-NHSR-2021-118

NHS Resolution
Advice and Appeals
£47,126 & £53,219 plus HCAS

NHS Resolution is an Arm’s Length Body of the Department of Health and Social Care (DHSC). 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. To do that we have four key service areas:

Claims Management: delivering expertise in handling both 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.

In 2017, we launched “Our Strategy to 2022: Delivering Fair Resolution and Learning fromHarm” which sets out our strategic direction and, how our services can help protect valuable NHS resources to benefit patients by helping to improve safety, resolve concerns, claims and disputes rapidly and fairly. For more information on please visit our website.

This is an exciting opportunity to join a growing NHS organisation at the heart of the nation’s healthcare. NHS Resolution operates indemnity schemes on behalf of all NHS Trusts and GP Practices in England. Our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patient care.

Who we are: The Team

The Membership and Stakeholder Engagement (MSE) Directorate is a corporate function that promotes the work of NHS Resolution among our scheme members and beneficiaries, system partners and other stakeholders. We do this through deploying a variety of engagement and communications activities relevant to each of our target audiences. Through this we are a key enabler to the success of NHS Resolution meeting its strategic objectives.

The Role

The post holder of this role is responsible, through a business partnering approach, for the organisation, development, implementation and evaluation of communications strategies, projects and campaigns for both Practitioner Performance Advice and Primary Care Appeals functions and for certain corporate level projects.

Advice and Appeals are two separate functions which currently report into the Director of Advice and Appeals:

• Practitioner Performance Advice (Advice) provides impartial advice to healthcare organisations to effectively manage and resolve concerns raised about the practice of individual doctors, dentists and pharmacists.
• Primary Care Appeals (Appeals) are responsible for ensuring the prompt and fair resolution of appeals and disputes between primary care contractors and NHS England. Primary care contractors include GPs, dentists, opticians and pharmacists.
As a function head with line management responsibilities for two direct reports, the role is part of the MSE leadership team and reports directly to the Deputy Director of Membership and Stakeholder Engagement.

The post holder leads on a variety of critical corporate projects, including delivery of NHS Resolution’s corporate stakeholder feedback programme, oversight of MSE contacts management and co-ordinating the corporate approach to primary care audiences. Associated with this, the post holder produces reports suitable for Board-level reporting, on the overall effectiveness of NHS Resolution’s stakeholder feedback programme, primary care offer and Advice and Appeals engagement and communications programmes, making focused and actionable recommendations in response to evaluation feedback.

The post holder provides expert communication, engagement and reputational management advice to the board, senior management team and other senior managers on communications and engagement frameworks, processes, protocols, tools and techniques, and embeds best practice relationship management across NHS Resolution, deploying highly developed influencing skills and behaviour change practices at all levels throughout the organisation – with the ultimate goal of increasing NHS Resolution’s capacity and capability to deliver its corporate strategy ambitions. The role also supports the Deputy Director of MSE on corporate strategic stakeholder engagement.


Our headquarters are in Canary Wharf, London, E14 4PU. There are links to the headquarters via DLR and tube and the closest stations are Canary Wharf DLR station and Canary Wharf station on the jubilee line.

Staff Benefits

Accessible to our employees are various staff benefits, which are highlighted below:
• NHS pension - The NHS Pension Scheme is one of the most generous and comprehensive in the UK. Every new employee automatically becomes a member
• Career progression – we are committed to offering learning and development opportunities for all full-time and part-time employees. No matter where you start within the NHS, you will have access to extra training and be given every chance to progress within the organisation.
• Health Service Discounts & HASSRA – with great discounts for various high street stores, holiday packages, car maintenance
• Annual leave allowance – 27-33 days increasing with service
• Flexible working options – to support a work life balance
• Season ticket loan scheme
• Cycle to work scheme
• Employee Assistance Programme from Health Assured
• SpecSavers eye care vouchers

For a full list of our benefits please visit NHS Resolution’s website.

Closing date: 13 December 2021

Please note: this vacancy may close early if we receive a high number of applicants
We look forward to receiving your application.

Other Information

Please ensure that you read the job description and that you address each of the requirements of the post in the person specification in your supporting statement as your application will be assessed against these criteria. Please note that we do not accept CV’s; therefore your application must be via the NHS Jobs online application form.

Short-listed candidates will be invited to an interview and written exercise (if required of the post) at NHS Resolution London offices to assess their knowledge, skills and potential. All communications about your application and invitation to interviews for this vacancy is done via NHS Jobs; therefore please check your NHS Jobs account for any communication.

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.

We do not pay or reimburse expenses for attending interviews.

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 in your application for your referees.

Please note that we reserve the right to close advertised vacancies early should sufficient applications be received.

About the Company

National Health Service

Healthcare Services