Job Description

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.


As a Veterinary Complaints Manager, you will:

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.



We're seeking someone with:

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


Why Join Us?


At PDSA, we care for both pets and people. As part of our team, you will enjoy a supportive, flexible working environment, along with a range of great benefits designed to make you feel valued:

Remote and flexible working options to suit your lifestyle. 25 days holiday (excluding Bank Holidays), with the option to buy or sell up to 5 additional days per year. An additional Wellbeing Day, so you can recharge whenever you need it. Generous pension schemes, starting at 5% contributions and increasing up to 10%. Life Assurance policy (4x annual salary) to give you peace of mind. Employee Assistance Program and Online Wellbeing Centre available 24/7 for confidential support. Retail and Holiday Discounts via our fetch platform, giving you access to a wide range of deals.

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 can 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.