Veterinary Complaints Manager in London

Veterinary Complaints Manager
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About Us
Join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship.
We’re now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we\’ll build a stronger organisation to ensure our services help those who need us most for the next hundred years.
If you\’re ready to make a real difference and be part of a team that\’s creating positive change, we want you to join us. Let\’s build a brighter future for pets and their owners, together.
Responsibilities
Complaint Management & Resolution – Act as the primary point of contact for clinical and non-clinical veterinary complaints, ensuring timely and professional resolution.
Investigation & Response Handling – Conduct thorough investigations, draft clear and empathetic written responses, and collaborate with stakeholders to resolve complex cases.
Complaint Data Analysis & Reporting – Monitor and analyse complaint data to identify trends, risks, and opportunities for service improvement, providing reports to the Risk and Assurance team and the Contact Centre Manager.
Stakeholder & Cross-Department Collaboration – Work with internal teams such as PR, governance, and veterinary leadership to manage sensitive complaints and maintain service quality.
Process Improvement & Customer Experience Enhancement – Continuously refine complaint-handling processes to improve resolution times, efficiency, and customer satisfaction.
Leadership & Team Management – Lead and support the Service Quality Officer and the Service Quality Administrators, ensuring effective complaint resolution and adherence to service standards.
Qualifications
Complaint Resolution Expertise – Proven experience managing complaints in a professional, empathetic, and structured manner.
Analytical & Data Interpretation Skills – Ability to track, analyse, and report on complaint trends, using insights to drive service improvements.
Strong Communication & Customer Service – Excellent written and verbal communication skills, with the ability to handle sensitive situations with professionalism.
Stakeholder Engagement & Collaboration – Experience working with multiple departments, including risk management, PR, and governance, to ensure effective complaint resolution.
Data Management & Reporting – Familiarity with complaint tracking systems and data tools to monitor trends and support decision-making.
Veterinary or Healthcare Knowledge (Desirable, but not essential) – Understanding of clinical environments, veterinary services, or experience in risk management and assurance processes. If you don’t have this experience, we will bring you up to speed via a dedicated training programme.
Remote Working
Please note this is a remote working role with occasional travel to the National Customer Service Centre, Sunderland.
Benefits
We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.
As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:
Flexible working options to support your work–life balance and individual circumstances.
25 days’ holiday plus