Chelsea Allen

• Provide regular on-site support across 15 clinics to maintain visibility and drive operational performance.
• Ensure all practices met compliance standards with RCVS, BVA, and VMD and adhered to all relevant regulations.
• Oversee Health & Safety standards, including risk assessments, incident investigations, and promote proactive safety culture.
• Lead regional financial performance by reviewing revenue, cost management and profitability KPIs.
• Drive business development by identifying growth opportunities and creating robust business plans with Branch Partners, Lead Vets and Practice Managers.
• Provide line management to Practice Managers and Lead Vets, delivering regular one-to-ones, performance reviews, coaching and leadership.
• Built strong, collaborative relationships with Branch Partners to support effective business partnerships, including identifying and supporting new branch partners in three clinics.
• Developed and delivered regional people strategy focused on recruitment, retention, succession planning and colleague engagement.
• Ensure consistent delivery of high client care standards and promoted strong customer service culture.
• Work with teams to manage client feedback (NPS, mystery shopper) and improve client satisfaction KPIs.
• Ensure complaints are resolved promptly and effectively.
• Supported clinical KPIs including audits on patient safety, case quality and overall clinical governance.
• Contributed to clinical workforce planning, ensuring appropriate vet-to-nurse ratios and effective use of clinical resources.

• Provide multisite management across 10 veterinary clinics, acting as primary point of contact for all clinic teams.
• Coordinate the cascade of clear, actionable communications from Support Centre to all clinics.
• Ensure clinic teams accurately log complaints and resolve them within 15 days, managing escalations when required.
• Lead monthly practice meetings with all clinics, addressing key priorities and fostering effective team communication.
• Ensure all Health & Safety checks and associated actions are completed in line with company standards.
• Support clinics by overseeing efficient management of patient transfers between hub-and-spoke sites.
• Manage recruitment processes for Veterinary Support roles and Registered Veterinary Nurses (RVNs), including interviewing and selection.
• Support new starters by arranging onboarding schedules and ensuring all training is completed to a high standard.
• Assist with rota planning and overall resource scheduling to meet operational needs.
• Oversee logging and management of maintenance requests as required by clinics.
• Support clinics with annual stocktakes and associated reconciliations.
• Provide line management to veterinary nurses and support staff, including conducting 1:1s, performance reviews, absence management, investigations and disciplinaries when necessary.

• Enhanced practice efficiency by overseeing daily operations.
• Led a team of Veterinary Nurses, including student training as a clinical coach.
• Organised staff rotas for optimal clinic cover.
• Managed pharmaceutical orders and inventory to reduce wastage and comply with budget.
• Ensured RCVS and VMD compliance by managing controlled drug logs with Veterinary Surgeon.
• Processed pet insurance claims and managed client debt.
• Monitored patients under anaesthesia, updating the veterinary surgeon on vitals.