Head Receptionist

About the Role

CVS Veterinary Group is seeking an experienced Head Receptionist to join the team at Highcroft (Eastville) Veterinary Centre. Based across three sites (Eastville, Shirehampton, and Ashton), you'll work 39.13 hours per week on a four-day rota (8.30am to 6.30pm) with one Saturday in four (8.30am to 1pm). This is a leadership opportunity for someone who thrives in a fast-paced environment and has a genuine passion for exceptional customer service.

As the face of the practice, you'll play a pivotal role in creating a welcoming environment for clients and their pets whilst leading a dedicated reception team. You'll act as a role model for excellent service, providing guidance, coaching, and support to colleagues whilst ensuring smooth, efficient day-to-day operations on the client-facing side.

Key Responsibilities

• Lead, motivate and support the reception team
• Assist with training, development and onboarding of new team members
• Create and manage reception rotas
• Support recruitment activities and liaise with the central recruitment team
• Manage account control and debt collection processes
• Oversee the administration of insurance claims
• Support the management and promotion of the Healthy Pet Club
• Maintain efficient reception processes and high service standards
• Answer telephone enquiries and book appointments
• Welcome clients and their pets to the practice
• Respond to enquiries via telephone, email and in person
• Register new clients and maintain accurate records
• Process insurance documentation
• Dispense medications in line with practice procedures
• Handle payments and financial transactions
• Deliver outstanding customer experience at every interaction

Requirements

• Previous reception experience (veterinary experience is advantageous but not essential)
• Experience supervising, supporting or leading a team
• Excellent communication and interpersonal skills
• Strong customer service experience with a professional and empathetic approach
• Ability to remain calm and resilient in emotional or challenging situations
• Strong organisational and administrative skills
• Good IT skills, including Microsoft Office and database systems
• A positive attitude and the ability to work collaboratively as part of a team

Benefits

• Competitive salary, dependent on skills and experience
• Opportunities for learning, development and career progression
• Access to CVS colleague wellbeing initiatives
• Employee Assistance Programme
• Staff discount scheme
• Supportive and friendly working environment
• Additional CVS colleague benefits package

About the Practice

Highcroft (Eastville) Veterinary Centre is part of CVS Veterinary Group, a major UK veterinary provider. The practice is committed to providing exceptional care to patients and outstanding service to clients. The team works collaboratively to ensure the best possible experience for every pet and owner, with a passionate focus on animal welfare.