OOH Receptionist

About the Role

You'll be the friendly voice and face of Newnham Court Veterinary Hospital during our out-of-hours service. This fixed-term permanent annualised position is based on a part-time rota: Tuesday, Thursday, and Friday evenings from 6pm to 1am, plus every other Saturday from 1pm to 1am. At just 16.5 hours per week, it's a manageable shift pattern that suits those seeking flexible working alongside other commitments.

Your responsibilities span the full reception remit: answering calls and booking appointments, welcoming clients and new registrations, processing payments and insurance forms, and offering genuine emotional support during what can be distressing moments for pet owners. You'll work closely with the clinical team at this well-established CVS practice, liaising on patient care and managing administrative tasks like medication dispensing, debt follow-up, and refund processing.

Key Responsibilities

• Handle incoming calls and schedule appointments efficiently
• Respond to queries via phone, email, and face-to-face with professionalism and warmth
• Greet and register new clients, ensuring a welcoming first impression
• Process and manage insurance forms accurately
• Dispense medications as required
• Process payments and manage financial transactions
• Provide empathetic support to clients during emotional or distressing situations
• Organise patient records using the practice's in-house system
• Liaise with other CVS practices to address patient needs and queries
• Handle debt and refund management phone calls professionally

Requirements

• Previous reception experience is essential; veterinary reception experience is highly valued
• Resilience and ability to handle emotionally charged situations with grace
• Strong communication skills and genuine empathy for clients
• Outstanding customer service experience
• Positive attitude and excellent teamwork abilities
• Proficiency in Microsoft Office and database systems
• Right to work in the UK (no visa sponsorship available for this role)

Benefits

• Salary aligned with the National Minimum Wage
• Five weeks' annual leave per annum (pro rata), plus bank holidays
• Long Service Award: additional day of annual leave for each year of service, up to five extra days
• Staff discount on veterinary bills and pet care
• Staff discount through Animed Direct, the online dispensary, on pet medicines, products, and food
• Employee Assistance Programme for confidential wellbeing support
• Receptionist Careers Pathway with structured courses and development opportunities

About the Practice

Newnham Court Veterinary Hospital is part of CVS Veterinary Group, one of the UK's leading veterinary organisations with over 500 practices and more than 8,000 dedicated professionals. The group's mission centres on providing the best possible care for animals, backed by a supportive community culture.

CVS is committed to fostering an inclusive workplace where all team members can be their authentic selves, celebrating diversity and ensuring everyone has the opportunity to perform at their best.