Hybrid: We welcome applications from those looking for hybrid working, based 1 – 2 days per week in our Handforth (Cheshire) Office

Core Hours: 08.30-17.00

About the Role

We're looking for a Quality Improvement & Complaint Resolution Lead to join our team, reporting into the Quality Improvement Manager

This is an exciting opportunity to work at the intersection of complaint resolution, patient safety, quality improvement and veterinary practice support.

The majority of the role will focus on managing complex clinical complaints and supporting practices through challenging cases. You'll work closely with our locally owned practices to ensure complaints are handled fairly, consistently and compassionately, while providing practical support throughout the resolution process.

Alongside this, you'll have the opportunity to identify emerging themes and trends, using insight gained through complaint handling to inform quality improvement activity and help drive meaningful improvements across our network of locally owned practices.

Working collaboratively with practice colleagues, Veterinary Development Managers and the wider Veterinary Services team, you'll contribute to clinical governance, patient safety and quality improvement initiatives that support excellent care and strengthen our network of locally owned practices.

The role will also play a key part in developing AI-enabled ways of working, improving complaint intelligence and preparing for emerging regulatory requirements.

Key Responsibilities – What you’ll be doing

• Manage a caseload of clinical complaints, ensuring cases are progressed appropriately and within required timescales.
• Coordinate complex or non-standard complaint pathways, ensuring appropriate and timely involvement of practice teams, Veterinary Development Managers, VDS and relevant legal, data protection, regulatory or communications colleagues.
• Identify significant clinical, regulatory, legal or reputational risks and escalate these to the Quality Improvement Manager.
• Manage and maintain the complaints database, ensuring information is complete, accurate and up to date.
• Identify recurring themes relating to clinical care, communication, processes and client experience.
• Support the development of consistent complaint taxonomies, categorisation standards and data-quality controls so that complaint information can provide reliable operational, regulatory, patient-safety and quality-improvement insight.
• Support organisational readiness for changes arising from the Competition and Markets Authority’s work within the Veterinary sector.
• Support appropriate use of complaints data within wider group level clinical governance activity, including maintaining practice-level risk intelligence.
• Use Microsoft Copilot and other approved AI tools to support complaint handling and relevant QI activities.
• Follow organisational requirements relating to confidentiality, data protection and responsible AI use.
• Recognise the limitations of AI and raise concerns about inaccurate, incomplete or inappropriate outputs.
• Work with the Quality Improvement Manager and the other Quality Improvement Lead to support the organisation’s QI strategy.
• Use learning from complaints, complaint data and practice feedback to identify improvement opportunities.
• Undertake structured review of complex complaints, including development of clear case chronologies and identification of contributory system factors.
• Build constructive relationships with practice teams and colleagues across Veterinary Services.
• Provide practical guidance to practice teams about complaint-handling processes and response requirements, ensuring CMA compliance.
• Provide coaching, feedback and learning support to practice teams to strengthen first-line complaint handling and reduce avoidable escalation.
• Support practices understand mediation options and CMA required engagement. Liaise with Veterinary Client Mediation Service where needed to support Practice Owner experience of mediation service.

About You – What you’ll bring to the Role

Essential

• Registered RVN OR relevant healthcare qualification
• Experience in complaint handling, complex client communication, case management or a related area.
• Excellent written communication skills, including the ability to produce clear and empathetic complaint responses.
• Strong organisational skills and the ability to manage multiple cases, priorities and deadlines.
• Experience maintaining accurate records, databases or case-management information.
• Strong attention to detail and sound professional judgement.
• Ability to gather and understand information from different sources.
• Confidence communicating with clinical and non-clinical colleagues.
• A keen interest in QI and an appreciation of how it supports learning from complaints.
• A basic understanding of AI and confidence using Microsoft 365 applications.

Desirable

• Experience writing responses to clinical or complex complaints.
• Experience using Microsoft Copilot or similar AI tools.
• An introductory understanding of QI, clinical governance, patient safety or risk management.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.