Job Description

Make a difference every day with PDSA
About the role
We're looking for a skilled and empathetic Service Quality Officer to join our team at the National Customer Service Centre (NCSC).
In this important role, you'll support the Veterinary Complaints Manager in managing clinical and non-clinical complaints, investigating complex cases, and helping us maintain high standards of care and service for pets and their owners.
You'll liaise closely with veterinary teams and internal stakeholders, ensuring every complaint is handled fairly, efficiently and in line with PDSA's policies and values. Through your work, you'll help us identify trends, improve processes, and strengthen the trust and confidence that clients place in our services.
? Working arrangements:
This role is based at our National Customer Service Centre in Sunderland, with possible hybrid working model once training is complete.

• During the initial training period, you'll be required to attend the office more regularly to support learning and team integration.
• After training, it is possible for to offer flexible hybrid working, with regular on-site attendance expected, depending on business needs.

As a Service Quality Officer, You Will:

• Investigate and resolve complex complaints with diligence, care and professionalism.
• Draft high-quality written responses that are accurate, clear, and aligned with PDSA's tone and standards.
• Liaise with veterinary teams, regional managers, and other stakeholders to gather information and support effective resolutions.
• Identify and escalate high-risk or complex cases when appropriate.
• Contribute to complaint data analysis to spot trends and areas for improvement.
• Support Service Quality Administrators by offering advice, guidance and feedback.
• Work collaboratively with Communications and PR teams to manage sensitive client issues and reputational risk.
• Ensure all complaints are logged accurately in line with GDPR and organisational policies.

We're Seeking Someone With:

• Experience in complaint management or customer service, ideally within a veterinary, healthcare, or related environment.
• Excellent written and verbal communication skills with exceptional attention to detail.
• Strong decision-making, analytical and critical thinking abilities.
• The confidence to handle sensitive conversations with empathy and professionalism.
• Experience of influencing and building effective relationships across teams.
• (Desirable) Knowledge of veterinary services or clinical operations, and familiarity with complaint-handling and governance frameworks.

What We Offer
We are really passionate about being a great place to work, where people feel connected with what we do and where they feel they can make a genuine difference. This commitment has resulted in us being rated as one of the top 25 big organisations to work for in the UK according to Best Companies survey.
In addition to being a great place to work, we offer a wide range of benefits, including:

• 25 days holiday plus bank holidays (rising with service), with option to buy/sell days.
• Special days off, including:

• A paid Volunteering Day
• A Celebration Day for something meaningful to you
• A dedicated Wellbeing Day to focus on yourself
• Generous pension scheme - up to 10% employer contributions
• Free Life Assurance (4 x annual salary)
• Enhanced family leave (maternity, adoption & paternity)
• Retail, travel & leisure discounts through Fetch platform
• 15% discount on PDSA Pet Insurance plus access to staff vet services for pets

About PDSA
?
As the UK's leading veterinary charity, with 49 Pet Hospitals, we strive to improve pets' lives - through prevention, education and treatment. Every year our dedicated vet teams carry out 2.7 million treatments on 470,000 pets. Our national network of around 120 high street shops help us to provide these treatments through selling both donated and new goods.
We believe that we work better together, so everyone from our vets, volunteers, shop teams and to our office support colleagues - we are driven in our dedication and passionate about pets. Join us and help improve the lives of every pet.
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 opportunity for flexible working arrangements to support team members from different backgrounds.
If you have any questions or concerns regarding accessibility, please contact your Recruiter Maria at and I 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.
The closing date for this vacancy may be brought forward should we receive sufficient candidates.
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.

Skills Required