Veterinary Receptionist

About the Role

You'll be the heart of Ayres Veterinary Hospital's front desk, welcoming clients and their pets with warmth and professionalism. Based in North Shields with flexibility to cover other CVS sites during leave periods, this part-time role offers 25 hours across Wednesday, Thursday, Friday (07:30-21:00 shifts) plus a 1-in-5 weekend rota. You'll be the first point of contact for every client, managing calls, appointments, queries, and ensuring every visitor feels valued from the moment they walk through the door.

As part of CVS Vets' network of over 500 practices and 8,000 professionals, you'll be joining a group genuinely committed to putting pets first. The role blends front-desk operations with client care, handling everything from insurance forms to sensitive conversations with clients during difficult moments. You'll work with in-house systems and liaise across practice locations to ensure seamless patient care.

Key Responsibilities

• Manage incoming calls and schedule appointments efficiently
• Greet and register new clients, creating a warm first impression
• Respond to queries via phone, email, and in-person with professionalism
• Process and manage insurance forms accurately
• Dispense medications as required
• Handle financial transactions and process payments
• Provide empathy and emotional support to clients during stressful situations
• Organise patient records using the in-house system
• Liaise with veterinary colleagues across CVS sites to address patient needs
• Manage debt, refund, and personal belongings queries with professionalism

Requirements

• Previous reception experience (veterinary experience is a bonus, not essential)
• Full UK driving licence and access to your own vehicle (essential for cross-site cover)
• Strong communication skills and genuine empathy for clients and their pets
• Resilience to handle emotional situations with grace
• Outstanding customer service experience
• 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 the National Minimum Wage
• Five weeks' annual leave per year (pro rata), plus bank holidays
• Long Service Award: an extra day's annual leave for each year of service, up to a maximum of five additional days
• Staff discount on veterinary bills and care
• Discounts via Animed Direct (online dispensary for pet medicines, products, and food)
• Employee Assistance Programme for confidential wellbeing support
• Receptionist Careers Pathway with structured courses to develop skills and advance your career
• Commitment to an inclusive, diverse workplace culture

About the Practice

Ayres Veterinary Hospital is part of CVS Vets, one of the UK's leading veterinary groups with over 500 practices and more than 8,000 dedicated professionals. CVS is built on a simple mission: to provide the best possible care for animals, and that commitment guides everything the team does.

The practice is located at Unit 7 Royal Quays, Coble Dene, North Shields, NE29 6DW, and serves the local community with small animal veterinary care. CVS actively fosters an inclusive workplace where every team member can be their true self and perform at their best.