Job purpose/accountability
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
1. Handle enquiries (both written and by telephone) from members of the public to determine whether their concerns fall within our remit.
2. 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.
3. Undertake telephone investigations with complainants, witnesses and subject veterinary surgeons and nurses
4. Assist with the work of the Preliminary Investigation Committees
5. Assist generally with all aspects of complaints handling.
Advice
6. Provide advice on professional conduct issues specifically those arising from the Code of Professional Conduct; by telephone or in writing
7. Assist generally with the work of the department and the College
Essential criteria
Skills, knowledge & experience
8. A customer-focused approach, dealing with people in a compassionate, just and fair manner.
9. Experience of undertaking investigations.
10. Ability to understand complex problems and think through solutions or theories
11. Excellent writing and drafting skills
12. IT skills – word processing and database
13. Excellent telephone manner
14. Ability to work as part of a team
Desired criteria
Qualifications
15. Legal Qualification
Other
16. The ideal candidate will have experience of working for a regulatory authority and supporting the work of committees.
17. The post holder will have the requisite experience to carry out their duties under minimum supervision.