PSS Lead Officer – RCVS, London based, hybrid working

The overall purpose of this role is to support the management and implementation of the day-to-day running of the PSS, and to assist with the development and growth of the Scheme.

This will include line managing the Officer team, facilitating the PSS assessment process, being the initial point of escalation for all practice matters and assisting with ad hoc project work, , which will include the review and implementation of general processes and systems. The post holder will also manage their own caseload of ‘higher risk’ practice premises as issues arise, be a proficient communicator at all levels both internally and externally and be able to demonstrate competence in customer care and problem solving. The focus of the role is to manage the Officer team supporting Practice Premises through the assessment process in a supportive, helpful way, with a ‘can do’ attitude which is essential for the role.

Key Responsibilities

  • Supporting the Head of Legal Service PSS and other senior colleagues to plan and deliver PSS.
  • Responsibility for the day-to-day process management of PSS.
  • Managing a small team of customer focused Officers to facilitate and support Practice Premises and Assessors to carry out assessments (more than 3,800 over a four-year cycle).
  • Supports team members with the delivery of processes and with troubleshooting.
  • Management (and a case load) of escalated ‘higher risk’ Practice Premises. Working with relevant stakeholders and the Practice Premises to resolve issues and support the Practice premises to achieve accreditation.
  • Input into projects including the PSS change programme.
  • Implementation of tactical decisions made by RCVS committees and/ or senior staff to the PSS team and PSS Assessors.
  • Assisting with writing and presentation of papers for the Practice Standards Group (PSG) subcommittee to inform decision making about the scheme.
  • Coordination and support of updates and reviews of the standards set by the scheme.  including the comprehensive five-yearly review.
  • Development and maintenance of the procedural handbooks, guides and website content for practices, assessors and PSS team on all aspects of running the scheme.
  • Responsibility of timely delivery of the financial aspects of the scheme, including assessor timesheets, practice payments and assisting with annual renewals.
  • Support the coordination and collection of data recording and analysis for the scheme.
  • Involvement in the continual improvement of internal systems and policies.
  • Attending internal and external RCVS events (as required), to assist with promoting both PSS and other RCVS activities to the profession and / or the public.

Essential Criteria

  • Previous experience in a customer care or quality assurance environment
  • Involvement in business improvement initiatives
  • Experience of managing a small team (during change).

Skills, Knowledge & Experience

  • Ability to problem solve and make decisions on often complex and open-end situations
  • Excellent organisational skills with the ability to create detailed and precise plans and to be able to effectively communicate and implement them
  • Clear, logical and practical approach to issues
  • Ability to efficiently multi-task whilst ensuring that deadlines are adhered to
  • Strong IT skills, especially in Outlook, Excel, Word and Teams
  • Strong communication skills both written and verbal
  • Willingness to continually improve and create positive change
  • Excellent telephone manner
  • Customer-focused approach with a positive “can-do” attitude
  • Effective client and stakeholder management / engagement
  • Ability to work on own initiative as well as part of a team
  • Ability to remain calm and composed when under pressure
  • Able to effectively manage a team
  • Ability to identify any personal CPD requirements in order to fulfil the role
  • Adheres to the RCVS values

Desired skills & experience

  • Previous experience in a veterinary or regulatory environment
  • Previous experience of working with database systems (e.g. iMIS) and online systems

Salary: £45K – £48K

The organisation

Here at the Royal College of Veterinary Surgeons, improving animal health and welfare by advancing the ethical, professional, and clinical standards of the veterinary professions is at the heart of all our work. We also strive to advance veterinary standards with programmes of work around mental health, leadership, environmental sustainability, diversity, and innovation.

We set the standards for and monitor the quality of veterinary education; we hold Registers of those vets and veterinary nurses who are qualified to practice; we set professional standards for vets and veterinary nurses, and we help practices raise their standards through our Practice Standards Scheme.

Team benefits

We’re pleased to offer an attractive benefits package to all members our team. A few of these are listed below, however you can click here to see a full list and find out more!

  • Remote working
  • Season ticket loan
  • Cycle to work scheme
  • An additional day off at the end of the year
  • Two days of paid volunteering per year
  • Private medical insurance



Applications close 23:59 on Wed 03 Feb 2023

* Interviews to take place w/c 6th February 2023 *

Apply now

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