I was managing a coffee shop and found myself reflecting on my career path. I've always had an interest in working with animals. I finally decided it was time to make a change! I applied to Pride referrals, got an interview, and came away thinking it felt like a good fit – everyone seemed really friendly.

It’s amazing how many people travel to bring their animals to us, and the variety of animals we see. It means a lot to know I’m contributing to their care through my work.

I started as a Client Care Advisor (CCA) and after two years in that role, I became a team leader. Only at the end of last year did I get my current role as Head Referral Receptionist, which was the next step up! I've been with the practice for five years in total. Now, my main responsibility is managing the team and ensuring everything runs smoothly day-to-day. When referral-based issues arise, I'm the initial point of contact, determining who I need to speak with or what needs to be done to resolve the situation.

Tell us about your experience of career progression

In my initial interview, I asked about progression opportunities, and they were very honest and assured me that there were definitely paths forward. Sometimes you wonder if that will actually happen, but it’s absolutely been the case here!

When I applied for the team leader position, I wasn't totally confident, but my colleagues gave me the push I needed. I settled into that role, and the same happened with this current position. I was unsure whether to go for it, but it felt like a natural progression.

Looking back on my interview for the Head Receptionist role, I realise now how far I've come. I know so much about the referral part of the role, which is now the predominant focus of my work. It's been a natural progression with everyone's support.

What's different or interesting about working on the referral side?

With referrals, you develop a general understanding of how the specialities in each department work. We collaborate closely with neurology, medicine, and oncology, and you learn so much.

It's fascinating to work alongside people who qualified as vets and then went the extra mile to study further, becoming residents or diplomats. They're always happy to discuss their cases in detail if you have questions, and you retain that information over time.

When I first started, terms would come up I wasn’t totally sure of, but now I understand these concepts. While I wouldn't give clinical descriptions to clients, I know enough to communicate effectively on a client basis which is important.

The client relationships are different too. In first-opinion practice, you might have regular clients and build rapport over time. With referrals, you meet people who've travelled quite a distance and often don't know what to expect. It's nice when you can provide that gold standard experience - making sure they're comfortable in the waiting area, letting them know who they're seeing, and following their journey with them. We do still see clients for follow-ups, and they remember you. It's really interesting work, and no case is ever the same.

Could you tell us about your team at Pride Referrals?

On reception, we're a very close team. We all get along well. Everyone works well together without issues - people just get on with their work in such a friendly environment.

We have group chats where we talk outside of work too - I've never worked somewhere quite like this before, where everyone is so friendly. I think it comes from being in the same situation. You can have difficult days where you see animals in need of care – that’s an inherent part of working in veterinary care - but we all understand what that feels like.

We've also got a "positivity box" on reception where we write comments about colleagues. A weekly email goes out relaying these messages to the team, which is really good for morale. Sometimes you don't even realise you've done something noteworthy until it gets mentioned, and it's really nice to hear that someone else has appreciated your efforts.

Do you find there's a different culture in veterinary work compared to other sectors?

Definitely, I feel like everyone is here for the same reason- we all have a love for animals. We wouldn't work here otherwise. It really is like a family, and that extends throughout the hospital. If I ever need to ask someone in a different department for help, I know they would be happy to assist.

What do you enjoy most about your work?

I enjoy spending time with my colleagues - that's really important to me! I also appreciate the variety in my role. On some days, I might focus on administration, but if my team is struggling or short-staffed, I'll jump in to help them. You might be handling referrals one minute, then helping with phone calls or serving clients the next. It's really varied, and meeting clients is always nice.

Tell us about your pets!

I have a horse named Cocoa. She's 22 years old, and I've been riding her for 13 years. I initially had her on loan, and I've actually owned her for almost six years now. She's a very important part of my life. She doesn't act her age - she definitely has a young soul! We have a really good bond. I know her inside out. I see her every day, going every morning and some evenings as well.

What do you like to do to unwind after work?

For me going out riding is the best way to unwind, I'd say. But I also enjoy running. I'm not the best at it, but just putting your music on and going for a run helps clear the mind.