Resolution Manager (VCMS)

Part Time/Consultant Role (approximately 15-22 hours a week)

The Veterinary Client Mediation Service (VCMS) is looking to recruit a Resolution Manager, providing our mediation service with additional day to day communication and complaints handling support. This is a fantastic opportunity to be involved in a service which is supporting the relationship between veterinary practices and animal owners.

As a Resolution Manager you will be mediating complaints which have been referred to the service, engaging with animal owners and members of the veterinary practice team. You will have a professional approach to all verbal and written communication, providing an accurate and comprehensive understanding of the issues. In mediating the complaint, you will be liaising with key professionals and animal owners throughout the process, remaining impartial at all times and progressing the complaint to achieve a fair outcome for both parties.

You must have excellent communication skills both oral and written, good listening skills and remain calm under pressure. You must also have excellent organisational and administrative skills.

In addition, Resolution Managers contribute to VCMS communication and insight sharing with both the Veterinary Profession, stakeholders and animal owner groups which in the past has included attending national conferences such as London Vet Show, webinars and preparing blogs.

The VCMS is looking for a team member with either:

  • Experience of client communication and complaint resolution within veterinary practice
  • Previous mediation experience;
  • Telephone based consumer complaint handling; or
  • Experience in handling emotive disputes or where parties may have vulnerabilities or additional needs may be an advantage.

Current team members have been supported with training and development in mediation and alternative dispute resolution (ADR) qualifications.

Benefits include a competitive salary, 22 days holiday, contributory pension scheme, life assurance, health cover and subsidised parking. The role does also suit flexible working hours.

Consideration will be given to an employed position, or freelance/consultant arrangement depending on a suitable candidate’s other commitments.