Head Receptionist

About the Role

This is a full-time, permanent position based at Beechwood Veterinary Hospital on Bawtry Road in Doncaster, working 40 hours per week, Monday to Friday with a share in the weekend rota. You'll step into a leadership role, managing the reception team and being the focal point for client complaints and escalations.

You'll combine strategic people management with hands-on reception duties, ensuring both your team and clients feel supported and welcomed. Day-to-day, this means conducting 1-2-1s, creating and managing the team rota, supporting recruitment initiatives, and handling the full spectrum of reception work from phone bookings to client registration and payments.

Key Responsibilities

• Lead and manage the receptionist team, including training, guidance, and line management
• Conduct regular 1-2-1 check-ins and performance conversations with team members
• Create, manage, and optimise the team rota
• Serve as the point of contact for client complaints and escalations
• Support recruitment activities and liaise with the internal recruitment team
• Answer phones and manage appointment bookings
• Respond to queries via phone, email, and in person
• Register new clients and manage client records
• Complete insurance forms and handle payments
• Dispense medications
• Deliver a warm, welcoming experience to all clients and visitors

Requirements

• Previous receptionist experience in a veterinary practice is essential
• Leadership skills (highly desirable)
• Resilience and ability to handle emotionally sensitive situations
• Excellent communication skills with strong empathy
• Proven customer service experience and comfort working with diverse members of the public
• Positive attitude and collaborative team approach
• Proficiency in Microsoft Office and database management systems
• Right to work in the UK (visa sponsorship not available for this role)

Benefits

• Competitive salary dependent on experience and skills
• Five weeks' annual leave per annum (pro rata), plus bank holidays
• Staff discount on veterinary bills and care
• Staff discount through Animed Direct, the online dispensary, for discounted pet medicines, products, and food
• Employee Assistance Programme for confidential wellbeing support
• Part of CVS Vets' commitment to employee recognition and wellbeing

About the Practice

Beechwood Veterinary Hospital is part of CVS Group Plc, one of the UK's leading veterinary practice groups. The practice is located in Doncaster and provides small animal veterinary services to the local community. CVS is committed to fostering an inclusive workplace where diversity is celebrated and every team member can perform at their best.

As part of CVS Vets, you'll benefit from the resources and support of a large, progressive organisation while maintaining the quality and personal touch of local practice care.