Head Receptionist

About the Role

You'll lead and support the reception team across CVS's Newquay and Truro practices, ensuring smooth and efficient client-facing operations. This is a full-time, permanent position with a flexible pattern including early and late shifts plus Saturday rotas, but no bank holiday work. You'll be the role model for exceptional customer service, coaching colleagues and shaping how clients experience the practice from their first phone call onwards.

The team values collaboration and genuine care for animals and clients. Every day brings variety, from managing rotas and training new staff to handling insurance claims and promoting the Healthy Pet Club. If you thrive in fast-paced environments and lead by example, this could be your opportunity to make a real impact.

Key Responsibilities

• Lead, motivate and support the reception team across both sites
• 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 administration of insurance claims
• Support 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
• Register new clients and maintain accurate records
• Process insurance documentation
• Dispense medications in line with practice procedures
• Handle payments and financial transactions

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
• Positive attitude and ability to work collaboratively as part of a team

Benefits

• Competitive salary of £30,000 dependent on 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
• Full range of CVS employee benefits

About the Practice

CVS Veterinary Group is a multi-site small animal practice operating in Newquay and Truro, Cornwall. The team is dedicated to providing outstanding veterinary care and exceptional client service, operating collaboratively across both locations with support from a wider regional network.