Veterinary Receptionist

About the Role

This is a permanent, part-time position based at West End Vets in Morningside, Edinburgh. You'll work 31 hours per week across a flexible shift pattern: Wednesday to Friday, 08:00-18:00, plus every Saturday 08:30-12:00. As part of CVS Vets' network of over 500 practices, you'll be joining a supportive community of more than 8,000 professionals united by a single mission: putting pets first.

You'll be the welcoming voice and friendly face that greets clients and their beloved pets. From managing appointment schedules to processing insurance forms, you'll handle the essential tasks that keep the practice running smoothly. Your role is about making clients feel valued during both routine visits and difficult moments, combining efficiency with genuine empathy.

Key Responsibilities

• Answer incoming calls and efficiently schedule appointments for clients
• Greet and register new clients, ensuring they feel welcomed from the moment they arrive
• Respond to inquiries via phone, email and face-to-face with professionalism and care
• Process and manage insurance forms accurately
• Dispense medications as required
• Process payments and handle financial transactions efficiently
• Provide empathetic support to clients during distressing times while maintaining professionalism
• Utilise the in-house patient management system to organise records
• Liaise with other veterinary practices to address patient needs and queries
• Handle debt and refund management, including necessary follow-up calls

Requirements

• Previous reception experience is essential; veterinary reception experience is a bonus
• Strong communication skills and genuine empathy for both clients and animals
• Resilience and ability to handle emotional situations with grace and professionalism
• Outstanding customer service skills and proven experience working with the public
• Positive attitude and excellent teamwork abilities
• Proficiency in Microsoft Office and database systems
• Right to work in the UK (visa sponsorship is not available for this role)

Benefits

• Salary aligned with National Minimum Wage
• Five weeks' annual leave per annum (pro rata), plus bank holidays
• Staff discount on veterinary bills and care
• Staff discount through 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
• Access to a supportive, inclusive workplace culture

About the Practice

West End Vets is part of CVS Vets, one of the UK's leading veterinary groups. As a member of this network, you'll benefit from the resources and support of a large organisation whilst maintaining the local, community-focused care that defines independent practice values.

CVS Vets is committed to building an inclusive workplace where all team members can be their authentic selves. The practice celebrates diversity and empowers each employee to perform at their best, with a strong focus on staff wellbeing and career development.