Sue Holmwood
Swansea,Swansea
Summary
Experienced veterinary practice leader with a strong background in branch management, people development and operational leadership. Currently responsible for the day-to-day management of a busy veterinary branch, with proven ability to support teams through change, manage complex operational challenges and maintain consistently high standards of client care. Recognised for a calm, empathetic and professional leadership style, with strong communication and problem-solving skills. Highly organised, proactive and values-driven, with a collaborative approach that supports positive working culture, staff development and operational efficiency across clinical and non-clinical teams.
Overview
47
47
years of professional experience
2027
2027
years of post-secondary education
Work history
Branch Manager
St James Veterinary Group
Swansea
2022.01 - 2026.02
- Responsible for the leadership and day-to-day management of a busy veterinary branch, ensuring consistently high standards of client care, staff engagement and operational effectiveness.
- Line management of a six-member reception team, including rota planning, absence management, probation support, performance appraisals and ongoing training and development.
- Provide calm, consistent and supportive leadership, fostering a positive working culture built on trust, accountability and professionalism.
- Work collaboratively with veterinary surgeons and nurse leads to manage and optimise branch diaries, balancing clinical capacity, patient welfare, staff wellbeing and client demand.
- Act as a key escalation point for complex client and staff matters, managing concerns with empathy, diplomacy and clear communication.
- Successfully led the branch through a challenging period of staffing change in 2025, maintaining service continuity through clear communication, visible leadership and hands-on operational support when required.
- Proactively identify staffing and workflow pressures, implementing practical, solution-focused improvements to maintain efficiency and service standards.
- Manage branch premises and facilities, including coordination of contractors, insurers and specialist providers during building-related and operational issues.
- Lead by example through a visible, organised and professional management approach, particularly during high-pressure periods.
Reception Team Member
St James Veterinary Group
Swansea
2019.01 - 2022.01
- Delivered high standards of client care within a busy veterinary environment.
- Supported diary management, appointment scheduling and client communication.
- Developed strong knowledge of practice systems, policies and client expectations.
Teaching Assistant (Level 2)
Llanrhidian Primary School
2011.01 - 2017.01
- Supported pupils across all year groups, including those with additional learning needs.
- Developed strong interpersonal, communication and safeguarding skills.
Customer Service Director
Universal Instrument Services Ltd
1979.01 - 2010.01
- Senior role within a family-run business with responsibility for customer services, service administration and HR support.
- Managed customer service operations, engineer scheduling and long-standing client relationships.
- HR responsibilities included recruitment, appraisals, payroll and pensions.
- Developed strong commercial awareness through involvement in accounts, credit control and debt management.
Education
BA (Hons) - Humanities
Swansea University
Skills
- Senior people leadership and team development
- Coaching, performance management and appraisal
- Rota planning, absence management and workforce coordination
- Developing positive working culture and staff engagement
- Day-to-day management of branch operations
- Diary optimisation and capacity planning
- Operational problem-solving and service continuity
- Facilities and premises management
- Coordination of contractors, insurers and external stakeholders
- Clear, empathetic and confident communication
- Management of complex client and staff matters
- Diplomacy, professionalism and conflict resolution
- Calm, level-headed decision-making under pressure
Professional Development & Training
- Leadership, Human Resources, Finance, Marketing and Negotiation Skills – Loughborough University Business School
- Safeguarding, Restorative Practice and Supporting Learners with Additional Needs – Swansea City Council
- Ongoing professional development through senior operational and people management roles
Timeline
Branch Manager
St James Veterinary Group
2022.01 - 2026.02
Reception Team Member
St James Veterinary Group
2019.01 - 2022.01
Teaching Assistant (Level 2)
Llanrhidian Primary School
2011.01 - 2017.01
Customer Service Director
Universal Instrument Services Ltd
1979.01 - 2010.01
BA (Hons) - Humanities
Swansea University