Practice Host

About the Role

As Practice Host, you'll be the first point of contact for members and their pets, creating a calm, welcoming presence in a modern, purpose-built clinic. Creature Comforts is transforming how veterinary care is accessed and delivered, combining stunning design with first-class clinical care. Your role spans the full spectrum of clinic reception: booking appointments, processing payments, managing communications across phone, email, chat, and in person, and handling sensitive conversations with genuine empathy. You'll be integral to the smooth running of the practice, working closely with the clinical team and championing the membership model that defines Creature Comforts' approach.

Located in Beckenham, London, this is a full-time permanent position with genuine career progression as the group expands across London and beyond. You'll join a supportive, inclusive culture where your development is taken seriously and you're encouraged to contribute to building something genuinely different in veterinary care.

Key Responsibilities

• Welcome members and their pets as the first point of contact, setting the tone for exceptional clinic experience
• Manage all bookings, payments, enquiries, and communications via phone, email, chat, and in person
• Build strong relationships with members and support them throughout their pet's care journey
• Handle sensitive conversations with empathy, including supporting members through pet bereavement
• Maintain beautiful, welcoming clinic spaces and ensure all member-facing areas meet Creature Comforts' exceptional standards
• Manage retail, refreshments, and clinic stock within member areas
• Support membership growth through outstanding service, member referrals, reviews, and community engagement
• Assist with insurance claims, diary management, follow-up appointments, and administrative tasks
• Contribute to the clinic's commercial success through member retention, debt management, and payment processes
• Work closely with the clinical team to ensure smooth clinic operations and support during urgent situations

Requirements

• Experience working in a fast-paced, customer-facing environment, preferably veterinary
• Exceptional communication skills, both in person and in writing
• Ability to remain calm, professional, and solution-focused under pressure
• Strong emotional resilience and confidence handling sensitive or challenging situations
• Pride in maintaining a welcoming, organised, and professional environment
• Proactive approach with willingness to take ownership and support the wider team
• Excellent attention to detail and high personal standards
• Genuine passion for delivering outstanding customer experiences
• Caring and compassionate attitude towards animals and their owners
• Enthusiasm for learning and developing within a growing business
• Desire to be part of an ambitious, values-driven team

Benefits

• 200 hours annual leave plus bank holidays
• Your birthday off after one year's service
• Salary sacrifice pension scheme with 5% employee and 3% employer contribution
• Access to healthcare incentive after 1 year of employment
• Genuine career progression as the practice grows across London and beyond
• Supportive, inclusive culture with serious commitment to your development
• Regular team and company social events
• Opportunity to be part of a genuinely different approach to veterinary care

About the Practice

Creature Comforts is rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner. The practice features beautifully designed clinics and purpose-built technology, combining modern design with first-class clinical care to create spaces that vet teams, clients, and pets genuinely want to be in.

The practice operates on a membership model designed to benefit clinical teams, members, and local communities alike. Creature Comforts is building the vet group of the future with a clear purpose: healthier and happier pets and vets. The team is ambitious, values-driven, and committed to doing things differently within the veterinary profession.