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Complex Care Manager – Adults/ MH/LDA
West and North London ICB View all jobs
Posted 24 day(s) ago
Reference: 807-BC-CCCL-B8A-AA-002-A
Job summary
As WNL ICB prepares to delegate complex care and all age continuing healthcare to a local provider. This will be an exciting opportunity to be part of the implementation of the roles and team, that will play a major part in the ICB maintaining its statutory duties for complex care and all age continuing healthcare.
We are looking for an experienced and motivated clinical professional to join our Complex Care team as Complex Care Manager (Adults / Mental Health / Learning Disabilities & Autism).
This is a key role within the ICB, supporting the delivery of high-quality, person-centred commissioning for individuals with complex and long-term health needs. You will provide clinical expertise, assurance and operational leadership, ensuring services are delivered in line with statutory responsibilities, national frameworks and best practice.
Main duties of the job
About You
Essential Experience & Knowledge
- Registered Nurse or AHP with current professional registration
- Educated to Master's level or equivalent experience
- Strong knowledge of CHC, AACC, Section 117 and relevant legislation
- Experience in complex care / continuing care at senior level
- Experience of MDT panels, care planning, and legal/complaints processes
Skills & Attributes
- Strong clinical decision-making and judgement
- Ability to manage complex, sensitive and contentious situations
- Excellent communication, negotiation and influencing skills
- Ability to work effectively in a fast-paced, high-pressure environment
- Strong relationship-building skills across multi-disciplinary teams
About us
We are NHS West and North London. We are the main commissioning NHS organisation for planning and funding health services across our area. Our job is simple: to help people stay healthy and to make sure everyone can get good care when they need it.
We bring together many health and care services across west and north London. This means we help hospitals, GPs, community services, councils and charities work better together for local people.
NHS West and North London (WNL) serves over 4.5 million people and covers 13 London boroughs. (Barnet, Brent, Camden, Ealing, Enfield, Hammersmith & Fulham, Haringey, Harrow, Hillingdon, Hounslow, Islington, Kensington & Chelsea and Westminster)
What we do
- We plan and fund local health and care services
- We support GPs, hospitals, mental health teams, community clinics and pharmacies.
- We work with councils and community groups so care is joined-up and easy to use.
- We listen to local people and use their ideas to improve services.
- We want health and care to be fair, simple and close to home.
Our strategy
- Reducing inequalities
- Investing strategically to prevent ill health
- Better supporting people with the greatest needs, so everyone stays well
- Make care more local and easier to access
- Empowered local people that feel more confident about their health and wellbeing
Details
Date posted
09 September 2026
Pay scheme
Agenda for change
Band
Band 8a
Salary
£66,274 to £73,496 a year per annum inclusive of inner HCAS
Contract
Secondment
Working pattern
Full-time
Reference number
807-BC-CCCL-B8A-AA-002-A
Job locations
Marylebone Road
London
NW1 5JD
United Kingdom
Job description
Job responsibilities
Please see attached JD for full Job Description
Key Responsibilities
- Provide clinical leadership and expertise in All Age Continuing Care (AACC) and complex care
- Support and ratify CHC and Childrens Continuing Care eligibility decisions
- Manage appeals, disputes, retrospective claims and legal cases
- Lead on complaints, SARs and FOIs within the complex care portfolio
- Oversee and contribute to contract management, performance and quality assurance of delegated providers
- Work with system partners to ensure robust care planning and case management
- Develop and implement quality assurance and audit processes
- Analyse data and performance information to support service improvement
- Provide clinical advice and support to commissioning colleagues and wider teams
Key Priorities
- Ensure robust, consistent and compliant decision-making for complex care funding
- Deliver high-quality, person-centred care packages
- Strengthen provider oversight and performance management
- Improve the handling of appeals, complaints and legal processes
- Support service improvement and pathway development
- Ensure compliance with national frameworks, legislation and governance requirements
Working Relationships
You will work collaboratively across the system, including:
- ICB Nursing Directorate and Complex Care team
- Delegated provider complex care teams
- NHS England and regional quality teams
- Local Authorities
- Provider organisations and multidisciplinary teams
Strong partnership working and stakeholder engagement are central to this role.
West and North London ICB is committed to promoting equality, diversity and inclusion. We strive to ensure our workforce reflects the rich diversity of the communities we serve, and we strongly encourage applications from candidates from underrepresented groups
We recognise that a healthy work-life balance is essential to the wellbeing and productivity of our staff.
We aim to consider all flexible working requests in a fair and open way, balancing the needs of our organisation with those of our employees. By fostering a flexible working culture, we strive to create an environment where everyone can thrive and contribute to delivering high-quality services for our communities.
Job description
Job responsibilities
Please see attached JD for full Job Description
Key Responsibilities
- Provide clinical leadership and expertise in All Age Continuing Care (AACC) and complex care
- Support and ratify CHC and Childrens Continuing Care eligibility decisions
- Manage appeals, disputes, retrospective claims and legal cases
- Lead on complaints, SARs and FOIs within the complex care portfolio
- Oversee and contribute to contract management, performance and quality assurance of delegated providers
- Work with system partners to ensure robust care planning and case management
- Develop and implement quality assurance and audit processes
- Analyse data and performance information to support service improvement
- Provide clinical advice and support to commissioning colleagues and wider teams
Key Priorities
- Ensure robust, consistent and compliant decision-making for complex care funding
- Deliver high-quality, person-centred care packages
- Strengthen provider oversight and performance management
- Improve the handling of appeals, complaints and legal processes
- Support service improvement and pathway development
- Ensure compliance with national frameworks, legislation and governance requirements
Working Relationships
You will work collaboratively across the system, including:
- ICB Nursing Directorate and Complex Care team
- Delegated provider complex care teams
- NHS England and regional quality teams
- Local Authorities
- Provider organisations and multidisciplinary teams
Strong partnership working and stakeholder engagement are central to this role.
West and North London ICB is committed to promoting equality, diversity and inclusion. We strive to ensure our workforce reflects the rich diversity of the communities we serve, and we strongly encourage applications from candidates from underrepresented groups
We recognise that a healthy work-life balance is essential to the wellbeing and productivity of our staff.
We aim to consider all flexible working requests in a fair and open way, balancing the needs of our organisation with those of our employees. By fostering a flexible working culture, we strive to create an environment where everyone can thrive and contribute to delivering high-quality services for our communities.
Person Specification
Education/ Knowledge and Qualifications
Essential
- Registered Nurse or AHP
Desirable
- Registered Social Worker
Experience
Essential
- Current experience of working at senior level in the specialist area of continuing care / complex care.
Desirable
- 2 years experience of leading AACC/ complex care
Skills, & Abilities
Essential
- Able to manage dealing with contentious or sensitive issues
Communication
Essential
- Experienced in managing complex communications with a range of stakeholders
Effort factors
Essential
- Experienced in managing frequent interruption, intense concentration when reviewing/writing documents/data, presenting at board meetings, taking minutes
Values and Behaviours
Essential
- Commitment to the values and principles of system working agreed across the ICB footprint
Person Specification
Education/ Knowledge and Qualifications
Essential
- Registered Nurse or AHP
Desirable
- Registered Social Worker
Experience
Essential
- Current experience of working at senior level in the specialist area of continuing care / complex care.
Desirable
- 2 years experience of leading AACC/ complex care
Skills, & Abilities
Essential
- Able to manage dealing with contentious or sensitive issues
Communication
Essential
- Experienced in managing complex communications with a range of stakeholders
Effort factors
Essential
- Experienced in managing frequent interruption, intense concentration when reviewing/writing documents/data, presenting at board meetings, taking minutes
Values and Behaviours
Essential
- Commitment to the values and principles of system working agreed across the ICB footprint
Disclosure and Barring Service Check
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details
Employer name
West and North London ICB
Address
Marylebone Road
London
NW1 5JD
United Kingdom
Employer's website
https://www.westandnorthlondon.icb.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
West and North London ICB
Address
Marylebone Road
London
NW1 5JD
United Kingdom
Employer's website
https://www.westandnorthlondon.icb.nhs.uk/ (Opens in a new tab)