At a Glance
- Tasks: Manage complaints and provide administrative support to ensure excellent service.
- Company: Join PDSA, a charity dedicated to keeping pets and their owners together.
- Benefits: Flexible working, generous holiday, and wellbeing support.
- Other info: Supportive team culture with opportunities for personal growth.
- Why this job: Make a real difference in the lives of people and their pets.
- Qualifications: Strong admin skills and attention to detail; customer service experience is a plus.
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.
About the role
We’re looking for an organised and detail focused Service Quality Administrator to join our Veterinary Complaints Team, helping us provide a professional, consistent and timely service to our customers.
This is a full-time, hybrid position, working Monday to Friday, 9am–5pm. Once fully trained, you’ll typically spend two days per week at our Sunderland Contact Centre and three days working from home.
To help you get settled into the role and team, you should be prepared to work fully from the Sunderland Contact Centre for approximately the first 1–2 weeks while completing your initial training and shadowing.
In this role, you’ll:
- Manage and categorise incoming complaints, ensuring they’re directed appropriately.
- Respond to standard complaints using approved guidance and templates.
- Escalate cases requiring further investigation to the appropriate colleague.
- Maintain accurate records of complaints, resolutions and outcomes.
- Support reporting and help track complaint trends and learnings.
- Provide general administrative support to the team, including preparing documents and scheduling meetings.
- Build your knowledge of PDSA’s veterinary services and processes to provide accurate information and support.
About you
You’ll be a confident and organised administrator who takes pride in getting the details right. You’ll be comfortable dealing with a range of queries and situations professionally and know when something needs to be escalated.
We’re looking for someone with:
- Strong administrative skills, including experience with data entry and accurate record-keeping.
- Previous experience of complaint or problem resolution.
- Excellent attention to detail and organisational skills.
Experience within customer service or complaint management would be an advantage, as would knowledge of a veterinary or healthcare environment, but these aren’t essential.
Most importantly, you’ll be someone who takes pride in providing a great service and wants to use their skills to support a charity that makes a genuine difference to people and their pets.
Rewards, support and benefits
We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaning 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 Bank Holidays, with option to buy or sell an extra five days.
- Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
- Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
- Life assurance providing four times your annual salary for added peace of mind.
- AXA Health Employee Assistance Programme, with 24/7 wellbeing support
- Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
- Enhanced maternity, paternity and adoption leave to support you and your family.
- 10% discount on PDSA Pet Insurance plus access to staff veterinary services.
PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.
If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.
We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.
To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.
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Service Quality Administrator in Sunderland employer: PDSA
PDSA is an exceptional employer dedicated to making a meaningful difference in the lives of pets and their owners, particularly in Bournemouth. With a strong focus on employee well-being, we offer flexible working options, generous holiday allowances, and a supportive team culture that values individuality and collaboration. Join us to be part of a passionate team where you can grow professionally while contributing to a vital cause that helps those in financial hardship.
StudySmarter Expert Advice🤫
We think this is how you could land Service Quality Administrator in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PDSA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PDSA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Quality Administrator in Sunderland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PDSA:Your cover letter is your chance to shine! Tell us why you want to work at PDSA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PDSA!
How to prepare for a job interview at PDSA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
