Veterinary Complaints Manager

Veterinary Complaints Manager

Join to apply for the Veterinary Complaints Manager role at PDSA

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 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.
• 15% discount on PDSA Pet Insurance plus access to staff veterinary services.

Equal Opportunities

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Management

Veterinary Services and Non-profit Organizations