Emma Coles

• Manage accounts reconciliation processes remotely, ensuring accurate financial records, invoice tracking, and prompt resolution of discrepancies while maintaining confidentiality and attention to detail.
• Oversee company accounts administration, including invoice processing, payment management, expense tracking, and preparing financial records and documentation for accountants.
• Process payroll for a team of 25 employees, ensuring accuracy, confidentiality, and compliance with payroll deadlines and procedures.
• Administer workplace pension responsibilities, maintaining employee records and supporting pension-related administration in line with company requirements.
• Manage fleet vehicle administration, including scheduling maintenance, monitoring documentation, coordinating servicing, and ensuring vehicles remain compliant and operational.
• Maintain and manage client accounts for organisations including Police services, Guide Dogs, and animal rescue organisations, ensuring professional communication, accurate billing, and strong client relationships.
• Support front-of-house reception duties when required, providing professional client care, booking appointments, handling enquiries, and creating a welcoming environment for clients and patients.
• Work closely alongside the Practice Manager to assist with a wide range of administrative responsibilities, including scheduling, record management, reporting, and day-to-day operational support while working remotely.
• Assist veterinary surgeons and clinical staff with patient care before, during, and after procedures in a busy veterinary practice environment.
• Carry out anaesthetic monitoring and observations as required, accurately recording patient vital signs and escalating concerns promptly to the veterinary team.
• Prepare theatre and surgical areas for procedures, ensuring all equipment, instruments, and consumables are ready and maintained to high clinical standards.
• Assist with IV catheter preparation, blood sampling, and laboratory procedures to support efficient diagnosis and treatment planning.
• Set up and prepare diagnostic and surgical equipment including X-ray, ultrasound, and dental machinery, ensuring all equipment is functioning safely and effectively.
• Perform pre-operative TPRs (temperature, pulse, and respiration checks) for surgical patients and accurately document findings within patient records.
• Run and process blood samples, communicating results efficiently to veterinary surgeons to support timely clinical decision-making.
• Support surgical preparation including clipping, scrubbing, patient positioning, and safely transferring patients to theatre.
• Prepare theatre and prep areas for subsequent procedures to maintain an organised and efficient surgical workflow.
• Prepare recovery kennels for surgical patients, ensuring comfort and safety through appropriate bedding, heat support, and post-operative setup.
• Monitor patients post-operatively, including TPR observations, recovery progress, and patient wellbeing, maintaining accurate hospital records throughout.
• Assist with patient exercise, toileting, feeding, and hydration as appropriate, ensuring all care is documented correctly on hospital sheets.
• Liaise with pet owners regarding patient updates and discharge arrangements, providing clear and compassionate communication.
• Fit and remove post-operative pet shirts and buster collars where appropriate to support patient recovery and comfort.
• Maintain high standards of cleanliness and infection control through cleaning kennels, food bowls, theatre areas, and preparation spaces following patient discharge.
• Assist with cleaning, sterilisation, packaging, and preparation of surgical instruments and theatre equipment in line with clinical hygiene protocols.

Previously, I worked as Kennel and Breeding Manager at the Surrey and Sussex Police Dog Training School, where I was responsible for overseeing the daily operations of a large working police dog training kennel and puppy development programme. The role focused heavily on maintaining exceptional standards of animal welfare, enrichment, and operational support for the Police Dog Unit across both Surrey and Sussex Police forces.

Within this role, I delivered kennel management and animal welfare presentations to Police Dog Handlers, Customs Officers, military personnel, and professionals within the private security dog sector, both across the UK and internationally. I developed strong communication and presentation skills, confidently engaging with both large audiences and smaller training groups. Alongside this, I completed a Level 3 Award in Education and Training (AET), further strengthening my ability to create supportive and effective learning environments both online and in person.

I was responsible for recruiting, managing, and supporting a full-time kennel team alongside a large volunteer network. My responsibilities included staff appraisals, continuing professional development, training delivery, updating job descriptions, and overseeing interview and assessment processes. I also implemented staff and volunteer feedback surveys to support ongoing improvements to canine welfare and enrichment programmes.

A significant aspect of the role involved managing the Force breeding programme. This included selecting breeding stock, arranging breed-specific health testing, planning litters to meet operational requirements, overseeing mating and whelping, and carrying out structured puppy assessments. I regularly assisted with and led training sessions focused on recall, retrieve work, searching, tracking, environmental confidence, and indication work for both operational officers and volunteers. The role also required regular management of canine behavioural and rehabilitation cases.

I coordinated the allocation of dogs and puppies to handlers and volunteers, whilst overseeing the health and welfare of puppies and fostered dogs from 8 weeks to 18 months of age. This included approving veterinary visits, coordinating monthly training sessions, and providing out-of-hours support and guidance to puppy foster carers. I also managed the rehabilitation and rehoming of dogs within the programme, ranging from young puppies to fully trained operational dogs.

In addition, I developed and implemented computerised kennel management systems used to monitor bookings, veterinary care, vaccinations, feeding records, behavioural observations, body condition scores, and welfare indicators. These systems improved oversight of kennel operations and supported early identification of potential health or welfare concerns. My attention to detail also contributed to the initiation of an animal welfare investigation in collaboration with kennel staff.

As the named licence holder for the Force boarding and breeding licence, I was responsible for maintaining licensing standards, submitting applications, and ensuring ongoing compliance with welfare regulations. Alongside operational responsibilities, I managed day-to-day administration, staff appraisals, reporting, and extensive use of Microsoft Office and specialist in-house systems.

I consistently demonstrated a high level of commitment, professionalism, and enthusiasm throughout the role, with a strong focus on leadership, operational efficiency, education, and animal welfare.

Role at Battersea Dogs & Cats Home:

Key Responsibilities:

• Animal Intake and Owner Interviews: Managed the intake of dogs and cats, whether strays or surrendered by their owners.
  Conducted interviews with owners to gather comprehensive information about the animals' previous homes, routines, and reasons for surrender.
  
• Animal Welfare and Kennel Management: Monitored the welfare of dogs in kennels, collaborating with the kennel team to implement enrichment programs aimed at improving the animals' well-being.
  Identified signs of stress in dogs within the kennel environment, conducting frequent observational checks and adjusting placement to alleviate stress.
  Performed daily health checks and worked with dogs struggling to adjust to the kennel setting.
  
• Behavioural Assessment and Training: Conducted detailed temperament and behavioural assessments for each dog to inform rehoming decisions.
  Designed individualized training programs addressing specific behavioural issues such as dog-to-dog aggression, with an emphasis on breed traits, exercise routines, and enrichment techniques.
  
• Rehoming and Placement: Set rehoming criteria for each animal based on its individual needs.
  Investigated potential new homes, evaluating the compatibility of the environment with the animal's temperament and requirements.
  Conducted interviews with potential adopters to ensure proper matching between owners and pets, providing guidance to ensure successful rehoming.
  
• Record Keeping and Reporting: Maintained detailed behavioural and veterinary records for all animals, ensuring all changes were noted, actioned, and reported in a timely manner.
  Ensured accurate documentation of health and behaviour updates, facilitating clear communication between staff and future owners.
  
• Compassionate Public Interaction and Decision Making: Interacted with members of the public compassionately, often in emotionally charged situations involving pet surrenders or rehoming.
  Demonstrated confidence in making difficult decisions, always prioritizing the welfare of the animals while handling sensitive and challenging circumstances.
  

Career Progression:

• Due to expertise in animal welfare, behaviour, training and rehabilitation, I was selected for a management role within the Police Dog Section.

Duties included kennel cleaning, dog walking, administering medication, detailed record keeping, customer care and general admin.

My duties included kennel cleaning, dog walking, making up feeds and grooming and bathing of pet dogs in for boarding.

Day to day for the owners breeding stock of Labradors and Shitzu's. When litters were born, I was required to clean and care for the young puppies.

Daily care for the long term seized dogs housed at the kennels, strict safety procedures were in place when dogs were handled or exercised.

Glass collecting.

Serving drinks.

Stock management.

Providing care for a variety of species: Tigers, Lions, Monkeys, birds, Capybaras, Tapir, pigs, donkeys, horses, goats, rabbits and Guinea pigs.

Preparing feeds, cleaning enclosures, administering medication, keeping detailed records of behaviour patterns, noting and reporting any changes.

During Summer months liaising with members of the public visiting the park.