Claims and Redress Team Manager

Job summary

We are seeking a skilled and driven Claims and Redress Manager to lead and develop our approach to claims handling and redress across Cwm Taf Morgannwg University Health Board.

In this key leadership role, you will oversee and coordinate the Health Board’s claims and Redress caseload, ensuring timely, high-quality case management. You will apply a consistent and proportionate approach to escalation while maintaining effective relationships with legal partners and internal services to deliver robust outcomes.

You will provide specialist advice on Listening to People (LTP) and Redress processes, supporting staff and services to respond to concerns in a fair, compassionate and consistent way. A strong advocate of a just and learning culture, you will help embed approaches that prioritise openness, reflection and improvement.

A critical part of the role will involve driving organisational learning. You will analyse trends and themes arising from claims and redress cases, ensuring insights are translated into meaningful actions through governance frameworks. You will also support related inquest activity where appropriate, ensuring alignment and shared learning across functions.

This is an excellent opportunity for a confident leader with strong analytical, communication and stakeholder management skills, committed to improving patient safety and experience through effective claims and redress management.

Main duties of the job

Provide specialist leadership and coordination for CTMUHB’s clinical negligence and personal injury claims and LTP/Redress caseload, ensuring cases are progressed efficiently, within timescales, and in accordance with relevant legislation, guidance and local procedures, aligned to Listening to People (LTP) requirements (from 1 April 2026) and Redress processes.

All Personal Injury (PI) claims are conducted by NHS Wales Shared Services Partnership (NWSSP) Legal & Risk, and the post holder will act as CTMUHB’s internal case coordinator for PI claims, ensuring timely evidence collation, Datix record accuracy, action tracking and appropriate escalation. Redress matters up to the applicable LTP financial threshold (currently up to £50,000) will normally be progressed within the Health Board’s Redress arrangements, while matters above the threshold will normally be referred to NWSSP Legal & Risk for conduct (recognising that thresholds may change over time).

Working under the direction of the Lead Legal Services, coordinate evidence gathering, support witness statement development, liaise with NWSSP Legal & Risk/external legal advisors and Welsh Risk Pool, and provide clear advice to services on case management steps and escalation.

Support learning from claims and redress by identifying themes and risks, ensuring improvement actions are clearly recorded, owned and monitored through appropriate governance routes and panels.

Person Specification

Qualifications

Essential

• Master’s Degree level qualification or equivalent demonstrable professional experience in a relevant discipline (e.g. claims/redress, governance/risk, concerns management, patient safety, quality, or a related field).
• Demonstrable specialist working knowledge of Listening to People (LTP) / Redress processes and the claims pathway in NHS Wales, including escalation routes, governance requirements and case coordination with external legal partners (e.g. NWSSP Legal & Risk).
• Working knowledge of relevant legal/regulatory frameworks as applied to claims/redress coordination (e.g., Civil Procedure Rules principles, confidentiality, information governance, data protection and FOI awareness).
• Evidence of continuing professional development relevant to claims/redress, patient safety, governance or risk.

Experience

Essential

• Significant experience coordinating/managing claims and/or Redress casework (clinical negligence and/or personal injury and/or redress) within the NHS or an equivalent complex environment, including progressing cases to deadlines and maintaining robust case records.
• Experience working with external partners (e.g. Welsh Risk Pool, NWSSP Legal & Risk / external legal advisors) and engaging clinical/corporate teams in evidence gathering, chronology building, and learning/actions.
• Experience producing clear written outputs for senior stakeholders and/or governance forums (e.g. briefings, learning summaries, trend reports, action tracking).
• Experience working with highly sensitive and emotive matters, applying tact, diplomacy and sound judgement.

Desirable

• Experience supporting Redress/LTP panels and/or learning/assurance forums (paper preparation, action tracking, governance follow up).
• Experience delivering training/briefings to multidisciplinary staff groups.

Skills

Essential

• Strong analytical skills with the ability to interpret complex clinical and legal information, identify themes, and present options clearly.
• Excellent written and verbal communication skills; able to prepare clear, professional documentation and deliver briefings.
• Influencing, negotiation and relationship building skills across professional groups and external partners.
• Organised, able to prioritise competing demands and meet deadlines; able to manage casework under pressure.
• Strong IT skills including use of case management/reporting systems and Microsoft Office.

Desirable

• Welsh language skills in Speaking/Listening at Level 3 or above

Closing Date: 13 July 2026