Ryan Manthorpe

• Led multi-site veterinary practice, managing clinical, financial, and operational functions across two locations.
• Monitored KPIs through regular analysis of Average Transaction Value and transaction volume to identify trends.
• Increased NPS score from 73 to 94 at both sites during my tenure.
• Implemented strategies to enhance client compliance and preventative healthcare uptake, increasing revenue.
• Collaborated with divisional managers and teams to align clinical services with commercial objectives.
• Utilised data insights to improve team training and client engagement while enhancing service delivery.
• Coordinated strategic rota planning and workforce management for optimal staffing levels.
• Oversaw recruitment processes, onboarding of new staff, and management of sickness return-to-work protocols.
• Handled client complaints and resolved conflicts effectively to maintain high standards of service.

• Provided independent support to veterinary teams across UK.
• Delivered emergency care and sole charge services for ECC and OOH.
• Assisted in referral theatre operations and exotic/zoo animal care.
• Gained basic experience in farm animal management.

Previous employers include:

Glaven Veterinary Practice, Animal Health Trust, RSPCA Harmsworth, Village Vets, Vets Now, Cromwell Vet Group, Toll Barn Vets, IVC Chapelfield Vets, Vets 4 Pets, CVS Linden House Vets

• Oversaw general and surgical nursing, including emergency care and out-of-hours services at 24-hour facilities.
• Delivered specialised nursing for exotic pets and reptiles.
• Coached student nurses through clinical practice to enhance their skills.
• Managed staff rotas, sickness records, and return-to-work processes efficiently.
• Conducted building maintenance oversight, interviewing, and inspection activities.
• Resolved client complaints and handled insurance claims with professionalism.
• Executed clinical audits, coordinated continuing professional development, and addressed payroll queries.

• Provided general nursing care alongside specialised exotic and zoo animal care.
• Supported CT imaging procedures to enhance diagnostic accuracy.
• Assisted in referral surgeries, ensuring seamless patient transitions.

• Delivered UK-wide technical support for in-house lab equipment.
• Executed warehousing tasks including picking, packing, and dispatching.
• Managed inventory control and stock management, adhering to health and safety regulations.
• Supported sales teams in achieving sales targets through effective collaboration.
• Developed and delivered CPD training programmes for clinical teams on site.
• Conducted service engineering, IT systems integration, and troubleshooting activities.
• Performed practical lab work to ensure operational efficiency.
• Attended trade shows for product demonstrations, enhancing visibility and engagement.

• Handled high volumes of calls efficiently, ensuring timely responses.
• Employed active listening to identify and address customer needs.
• Adhered to communication scripts, accurately covering diverse topics.
• Utilised upselling techniques to promote additional products.
• Managed email responses and maintained an updated customer database.