Quality Improvement and Complaints Resolution Lead

Contracted

Hours:

39

Job Type: Permanent

Location:

Handforth, CHE, SK9 3RN

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

Core

Hours:

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.

• 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 elevate 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,…