Reception Team Leader - Fitzpatrick Referrals
(2025-07)
Responsible for leading and supporting the reception team to deliver an exceptional client experience within a busy veterinary referral's environment. Acting as the first point of contact for clients and referring veterinary practices, ensuring the smooth operation of front-of-house services, maintains high standards of customer care, and supports the effective coordination of appointments, admissions, and communications across the practice.
- Lead, motivate and develop the reception team to deliver outstanding client service.
- Provide day-to-day supervision and support, ensuring appropriate staffing levels and workload distribution.
- Conduct regular one-to-one meetings, performance reviews and coaching sessions.
- Support recruitment, onboarding and training of new reception team members.
- Foster a positive, collaborative and professional team culture.
- Ensure every client receives a warm, compassionate and professional service.
- Handle complex enquiries, complaints and client concerns with empathy and professionalism.
- Promote a culture of exceptional customer care and continuous improvement.
- Monitor client feedback and implement actions to enhance the client journey.
- Oversee appointment scheduling, admissions, discharges and referral administration processes.
- Ensure accurate maintenance of patient records and client information.
- Develop and maintain reception procedures and standard operating protocols.
- Monitor reception workflows and identify opportunities to improve efficiency and service delivery.
- Support the management of reception-related KPIs and performance metrics.
- Act as a key liaison between clients, referring veterinary practices, clinicians and support teams.
- Ensure effective communication regarding appointments, treatment plans and patient updates.
- Support the coordination of specialist referral services and multidisciplinary teams.
- Maintain professional relationships with referring veterinary practices.
- Ensure accurate processing of invoices, payments and financial transactions.
- Support debt management and account administration processes where required.
- Produce reports and administrative documentation as requested by management.
- Ensure compliance with data protection, health and safety, and practice policies.
- Manage all Rotas, holidays and sickness.
Control Room Operator - National Highways
(2024-04 - 2025-07)
As a Control Room Operator, I am the first line of support when someone makes that crucial roadside call. Whether it's a breakdown, an accident, or an urgent road issue, making sure I am the voice of reassurance, a problem-solver, and one who mobilises the right teams to act. From setting road signs and signals, to coordinating with emergency services and ensuring our road workers can safely carry out maintenance and upgrades.
Dealing with 3 Tunnels in the South and all the Assets on the main road network within the Southeast. Every day in the Operations Centre is different. It's fast-paced, dynamic and incredibly rewarding.
Dealing with connecting businesses, families, and communities across the country with passion and dedication.
- Monitoring live traffic conditions, using a range of tools and technologies, such as CCTV cameras, traffic sensors, and real-time data feeds, to keep an eye on traffic flow, congestion, and incidents.
- Incident management, when an incident occurs, such as an accident, breakdown, or severe weather event, ROC operators are among the first to respond. You'll coordinate the immediate response, which might involve dispatching traffic officers, alert emergency services, or setting up road closures and diversions.
- Providing accurate and timely information to road users. This can include updating digital road signs (Variable Message Signs), coordinating with local media, and providing updates to traffic information services.
- Working closely with various stakeholders, including the police, fire services, and local authorities, to manage incidents and ensure the safety of road users.
- Playing a role in coordinating road maintenance activities and construction work, ensuring that such operations are carried out safely and with minimal disruption to traffic.
Senior Administrator - Hendeca Group
(2023-06 - 2024-04)
Senior Administrator reporting to the CEO, assisting with business tasks such as scheduling, planning, taking, and preparing meetings, supporting all senior managers, and performing various administrative tasks.
- First point of contact in the business for any administrative tasks.
- Support senior managers and executives with daily clerical tasks.
- Plan meetings, type up agendas and take detailed minutes.
- Answer phone calls, provide information to callers or connect callers to the appropriate people.
- Diary management, schedule appointments and update calendars as appropriate.
- Make travel arrangements and reservations for senior managers.
- Compose and type regular correspondence, like invitations and informative material.
- Tidying up files and folders within Sharepoint.
- Create spreadsheets and presentations.
- Using a platform called Loomly to update all social media.
- Updating the website using Wordpress.
- Using Quickbooks, and Jotform to purchase items, upload invoices, pay invoices and maintain accounts.
- Greet, provide support to visitors, and organise lunch meetings.
- Develop, implement, and improve office policies and procedures.
- Dealing with marketing, arranging for the company to attend EXPO's from start to finish. Managing projects.
- Organise and arrange important company events.
- Assist other Senior Administrators in Business.
- Work under pressure to get tasks completed on time, paying particular attention to detail.
Security Operations Centre (SOC) Analyst - SAP
(2022-01 - 2023-06)
Based in the Security Operations Centre (SOC), working as part of a team provides a physical security SOC service to SAP. Using strong analytical, research and organisational skills to co-ordinate responses to incidents affecting SAP's business.
- Supporting the efficient operation of the SOC within the EMEA region using technology and the provision of proactive and reactive alerts to global events.
- Analysing data from a wide range of sources, including news outlets and technological platforms
- Investigating incidents and preparing responses to incidents affecting SAP's business
- Escalating incidents as appropriate to mitigate threats, including liaison with relevant departments.
- Creating event and incident reports, managing physical security and loss prevention in accordance with policy and procedures
- Ensuring that routine maintenance is undertaken within the EMEA region, to maintain the integrity of the system and reliability of its connectivity to the SOC.
- Providing physical security advice and assistance remotely to employees, contractors and partners.
- Maintaining an up-to-date knowledge of current events and world events, to understand the potential security risks in a security setting.
- Working under pressure in a fast-paced environment, using initiative and analytical skills to make decisions for the benefit of SAP.
Force Controller (Acting Manager) - Surrey Police
(2003-07 - 2022-01)
Working in the Force Control Room, prioritising calls from Surrey Police's Contact Centre and dealing with any spontaneous incidents that officers might be facing. This was a dynamic, stressful but rewarding role, providing the highest quality service to customers by controlling, coordinating and managing police resources across the whole of Surrey.
- Managing a wide range of incidents and providing an emergency response where appropriate
- Operating, managing, and monitoring of the Force's incident command and radio systems
- Assisting with the direction of resources and providing Police Officers with relevant and timely information, including the co-ordination of the attendance of police, specialist resources and other emergency services at incident scenes
- Managing both emergency and non-emergency situations, making decisions while considering factors affecting both the public and officer's safety; assessing and reviewing available options and deciding on the most appropriate action
- Communicating with members of the public who have reported a crime.
- Maintaining a high level of diplomacy when dealing with issues and reports, identifying victims, providing advice and assessing the vulnerability of victims where necessary; always ensuring the safeguarding of members of the public.
- Analysing and extracting intelligence from real-time crime reports from offices at the scene and making risk assessments using the National Decision-Making model.
- Performing under pressure in a calm manner, ensuring tight deadlines are met in order to provide vital support to officers.
- Using extensive problem-solving and prioritisation skills to work effectively as part of a team in demanding, challenging, and often life-threatening situations.
- Management of a team, including providing support and addressing development requirements, involving performance reviews, coaching, training plans and performance management
