Hailed as someone who ensures everyone receives high standards of services, Suzanne Gardener was a worthy winner of the VetPartners Receptionist of the Year title.
Here, as we mark Veterinary Receptionist Week, Suzanne shares what makes her role at Pet Cremation Services so special….
WHEN heartbroken clients are saying their final goodbye to their beloved pet, Suzanne Gardener is there with comforting words and quiet compassion.
Much loved by colleagues and clients at Pet Cremation Services (PCS) in Boldon, Suzanne provides a calm and reassuring presence at one of the most difficult moments a pet owner can face, offering support, understanding and dignity when it matters most.
She is much more than a receptionist at the North East branch of PCS. She is an administrator, a support worker and a steady, compassionate presence for those facing the loss of a pet.
It was these qualities that led to Suzanne being named VetPartners Receptionist of the Year at our annual congress and awards in 2025.
Judges said: “Suzanne always ensures that everyone receives the standard of services they expect and deserve. This is evident in the cards and gifts she often receives from clients thanking her for the support and compassion she shows them.”
It takes a special kind of person to do what she does, and Suzanne takes immense pride in her role supporting owners visiting the pet crematorium – one of 14 PCS crematoriums and cemeteries across the UK.
“I love my role and, even though people think it is a sad place to work, it isn’t as we are there to bring comfort and care to owners,” she said.
“I understand what owners are going through as I have been through the loss of a pet myself when my dog died. They come in feeling like it is the end of the world, so comforting them in their time of need is so important.
Leaving their pets in good hands
“Clients say it is lovely that they can trust us and that they are leaving their pets in good hands and that we are looking after their babies.”
Receptionists are often the unsung heroes of any organisation – the first friendly voice on the phone, the reassuring face at the front desk, and the calm presence keeping everything running smoothly behind the scenes.
They juggle countless tasks at once, from managing appointments and handling enquiries to supporting colleagues and comforting clients, often during stressful or emotional moments. Their professionalism, empathy and ability to stay composed under pressure make a real difference to people’s experiences every single day.
Though their work can go unnoticed, their impact is undeniable – they are the glue that holds everything together.
Suzanne has always worked as a receptionist and was previously front of house in veterinary practices, including at Westway Vets branches in Sunderland and Birtley.
You might expect working in a pet crematorium to feel sombre, but she insists it’s actually a very special place to be.
It’s a team effort at PCS
Suzanne said: “What we do is a team effort here at PCS and we receive a lot of thanks from people for the comfort and support they receive, and we are highly respectful to them as we know what they are going through. That’s what make it so special working here.
“There is a great camaraderie among the team. It’s not a gloomy place to work and if anybody is feeling down, we help each other.”
Suzanne has worked at PCS in Boldon for 10 years and being named VetPartners Receptionist of the Year was a huge honour.
“I think it is lovely that there’s an award for receptionists and being recognised makes you feel really special,” said Suzanne.
“I still don’t know who nominated me but I feel very grateful and thanks to VetPartners for recognising me.”
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