Service Quality Administrator

PDSA; Sunderland; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

25 days holiday

Pension (5–10%)

Life assurance

Employee Assistance Programme

Staff discounts

Volunteering day

Job summary

PDSA in Sunderland is seeking a detail-focused Service Quality Administrator to join the Veterinary Complaints Team in a full-time hybrid role, with a mix of office and homeworking. You will start with 1–2 weeks in the Sunderland Contact Centre during training, then split your week: two days in the centre and three from home, handling complaints, data entry and admin support.

This role supports accuracy, clear communication and a passion for helping people and their pets, with opportunities to

Qualifications

• Strong administrative skills with data entry and record-keeping experience.
• Experience with complaint or problem resolution is preferred.
• Excellent attention to detail and organisational skills.

Responsibilities

• Manage and categorise incoming complaints and route them appropriately.
• Respond to standard complaints using approved guidance and templates.
• Escalate cases needing further investigation to the appropriate colleague.
• Maintain accurate records of complaints, resolutions and outcomes.
• Support reporting and track complaint trends and learnings.
• Provide general administrative support to the team, including documents and meetings.

Skills

Administrative skills

Data entry

Complaint resolution

Attention to detail

Customer service experience

Healthcare/vet knowledge

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.

About the role

We’re looking for an organised and detail focused Service Quality Administrator to join our Veterinary Complaints Team, helping us provide a professional, consistent and timely service to our customers.

This is a full-time, hybrid position, working Monday to Friday, 9am–5pm. Once fully trained, you’ll typically spend two days per week at our Sunderland Contact Centre and three days working from home.

To help you get settled into the role and team, you should be prepared to work fully from the Sunderland Contact Centre for approximately the first 1–2 weeks while completing your initial training and shadowing.

In this role, you’ll:

• Manage and categorise incoming complaints, ensuring they’re directed appropriately.
• Respond to standard complaints using approved guidance and templates.
• Escalate cases requiring further investigation to the appropriate colleague.
• Maintain accurate records of complaints, resolutions and outcomes.
• Support reporting and help track complaint trends and learnings.
• Provide general administrative support to the team, including preparing documents and scheduling meetings.
• Build your knowledge of PDSA’s veterinary services and processes to provide accurate information and support.

About you

You’ll be a confident and organised administrator who takes pride in getting the details right. You’ll be comfortable dealing with a range of queries and situations professionally and know when something needs to be escalated.

We’re looking for someone with:

• Strong administrative skills, including experience with data entry and accurate record-keeping.
• Previous experience of complaint or problem resolution.
• Excellent attention to detail and organisational skills.

Experience within customer service or complaint management would be an advantage, as would knowledge of a veterinary or healthcare environment, but these aren’t essential.

Most importantly, you’ll be someone who takes pride in providing a great service and wants to use their skills to support a charity that makes a genuine difference to people and their pets.

Rewards, support and benefits

We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaning purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.

As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:

• Flexible working options to support your work–life balance and individual circumstances.
• 25 days’ holiday plus Bank Holidays, with option to buy or sell an extra five days.
• Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
• Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
• Life assurance providing four times your annual salary for added peace of mind.
• AXA Health Employee Assistance Programme, with 24/7 wellbeing support
• Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
• Enhanced maternity, paternity and adoption leave to support you and your family.
• 10% discount on PDSA Pet Insurance plus access to staff veterinary services.

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 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.