Veterinary Receptionist

About the Role

You'll be the first point of contact for pet owners visiting the Phoenix Hub, a multi-site operation covering Camberley, Sandhurst, Normandy, and Godalming. This full-time permanent role operates weekdays 08:30 to 19:00 (four 10-hour shifts) plus one Saturday per four-week rota, 08:30 to 16:00, totalling 41.75 hours weekly.

You'll manage the day-to-day front desk operations with warmth and efficiency, handling everything from appointment scheduling and client queries to insurance processing and payments. Your role balances the practical and the emotional, offering reassurance to clients during difficult moments while maintaining a professional, organised approach to the practice's systems and procedures.

Key Responsibilities

• Answer incoming calls and schedule appointments efficiently
• Greet new clients with a warm welcome and complete registration
• Respond to phone, email, and in-person queries with professionalism and empathy
• Process insurance forms accurately
• Dispense medications as required
• Process client payments and manage financial transactions
• Provide emotional support to clients during distressing situations while maintaining composure
• Use the in-house system to organise patient records and appointments efficiently
• Liaise with other CVS practices to address patient care needs
• Handle administrative duties including debt recovery, refund processing, and lost property enquiries

Requirements

• Previous reception experience is essential; veterinary reception experience is valued
• Resilience and ability to handle emotional situations with grace
• Strong communication skills and genuine empathy for clients and their pets
• Excellent customer service experience working with the public
• Positive attitude and strong 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: one additional day of annual leave for each year of service, up to a maximum of five additional days
• Staff discount on veterinary bills and care
• Staff discount on Animed Direct online dispensary for pet medicines, products, and food
• Employee Assistance Programme providing confidential wellbeing support
• Receptionist Careers Pathway offering structured professional development and training courses

About the Practice

CVS Vets is one of the UK's leading veterinary groups with a network of over 500 practices and more than 8,000 dedicated professionals. The organisation is committed to putting pets first and providing the best possible animal care. The Phoenix Hub encompasses four locations across Surrey and Berkshire, creating a supportive, collaborative environment where staff are valued and recognised for their contributions.

CVS is dedicated to building an inclusive workplace where diversity is celebrated and every team member can be their authentic self whilst performing at their best.