Case Manager

Royal College of Veterinary Surgeons; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A veterinary regulatory authority in Greater London is looking for a professional to assess and investigate concerns regarding veterinary surgeons and nurses. Your role will involve handling enquiries from the public, conducting investigations, and providing advice on professional conduct. Ideal candidates have a legal qualification and a strong focus on customer service. Experience working for a regulatory authority is desirable. This position allows for minimal supervision and requires strong communication skills.

Responsibilities

• Handle enquiries from the public about concerns related to veterinary professionals.
• Assess and investigate complaints against veterinary surgeons and nurses.
• Conduct telephone investigations with all involved parties.
• Assist with the work of Preliminary Investigation Committees.
• Provide professional conduct advice to stakeholders.

Skills

Customer-focused approach

Experience of undertaking investigations

Understanding complex problems

Excellent writing and drafting skills

IT skills - word processing and database

Excellent telephone manner

Ability to work as part of a team

Education

Legal Qualification

Job description

To assess and investigate concerns raised about veterinary surgeons and veterinary nurses in accordance with departmental procedures. To provide advice on legal and professional conduct issues to veterinary surgeons, veterinary nurses and members of the public.

Key responsibilities

Complaints

• Handle enquiries (both written and by telephone) from members of the public to determine whether their concerns fall within our remit.
• Manage the assessment and investigation of concerns raised about veterinary surgeons and veterinary nurses and correspondence with all parties in accordance with the RCVS Procedures, including the drafting of decision letters.
• Undertake telephone investigations with complainants, witnesses and subject veterinary surgeons and nurses.
• Assist with the work of the Preliminary Investigation Committees.
• Assist generally with all aspects of complaints handling.

Advice

• Provide advice on professional conduct issues specifically those arising from the Code of Professional Conduct; by telephone or in writing.
• Assist generally with the work of the department and the College.

Skills, knowledge & experience

• A customer-focused approach, dealing with people in a compassionate, just and fair manner.
• Experience of undertaking investigations.
• Ability to understand complex problems and think through solutions or theories.
• Excellent writing and drafting skills.
• IT skills - word processing and database.
• Excellent telephone manner.
• Ability to work as part of a team.

Desired criteria

Qualifications

• Legal Qualification.

Other

• The ideal candidate will have experience of working for a regulatory authority and supporting the work of committees.

The post holder will have the requisite experience to carry out their duties under minimum supervision.