I have worked within the veterinary industry for over 25 years, primarily in mixed practices where I held a variety of multi-purpose roles. Over time, I naturally gravitated towards administrative responsibilities, which developed into managing client accounts.

In my previous role as a Credit Controller, I was responsible for running debt reports, managing accounts, invoicing, and working to reduce overall debt. I found this work both challenging and rewarding, particularly as I was able to make a tangible impact by bringing debt under control and improving account management processes.

As the accounts became more stable and well managed, I was motivated to expand my knowledge and further develop my career. When the opportunity arose at CCST, I felt it aligned perfectly with my goals—and it has proven to be exactly the right step for me.

What does a typical day look like in your role, and what aspects of the job do you find most rewarding?

I am responsible for a daily allocation of work which includes responding to emails and client queries, allocating payments, and arranging settlement plans. I am also available throughout the day to handle incoming calls, ensuring consistent client support.

Our team holds regular check-ins via Microsoft Teams each morning and afternoon to review workloads, ensure all tasks are on track for completion, and redistribute work where necessary to maintain efficiency.

I particularly enjoy working on payment allocations and setting up tailored payment plans for clients. Supporting clients during times when they may feel anxious is especially rewarding, and I take pride in working collaboratively with them to agree practical and manageable payment solutions.

Tell us a bit about your team and the culture at IVC.

Although I am new to the team, it is clear they are a fantastic group. Everyone has been welcoming and supportive, which has made settling in much easier. I have been assigned a mentor, which has ensured my training is well supported.

This is my first time working in a hybrid role, with four days at home and one day in the Bristol office. Our anchor days are excellent for team bonding, with everyone on hand to support each other. Working from home more has been a real benefit — my work-life balance has improved significantly, and the reduction in travel has been great.

What's one thing people might not know about working in Credit Control/Collections that surprises people when they join?

I think what surprises people most is that it’s really people-focused. A lot of the role is about understanding where clients are coming from, being empathetic, and working with them to find a solution.

It’s more about communication and relationships than people expect, and finding that balance between being firm but fair.

What do you enjoy most about continuing to work in the veterinary sector?

What I enjoy most is knowing the work we do actually makes a difference. Even in collections, you’re still playing a part in supporting practices so they can keep caring for animals.

It’s a really rewarding sector to be in — you’re helping both the animals and their owners, especially during stressful times. I also like that it’s such a caring and supportive industry to be part of.

What would you say to someone working in veterinary practice who is considering a move into a role like this?

I’d say don’t underestimate how transferable your skills are. Coming from practice, you already understand the challenges clients and teams face, which really helps in a role like this. For me, it’s been a great chance to grow professionally while still being part of the veterinary sector.

Finally, when you're not supporting clients and practices, how do you like to spend your time outside of work?

Outside of work, I’m usually busy with family life — a lot of time is spent taking the kids to their different sports clubs. I also love getting out for walks with our dogs, Thistle, Teasel and Ember, which is a great way to switch off.

I also spend time supporting my daughter with her horse, Inca, which she absolutely loves. It’s nice being involved in that with her. Overall, I really value having that balance outside of work.